From Smart Nation to Wise Nation: Bridging the Last Digital Mile for Seniors

DATE

28 January 2026

By Dr Cai Yanjun, Research Fellow, Lee Kuan Yew Centre for Innovative Cities

(Translation)

Mr Chan, 76, lives in a rental flat in Outram. For decades, he managed his own affairs and paid for his coffee in cash. Today, he stands silently in front of a digital kiosk, holding a QR code he does not understand, afraid to press a button because he heard a friend lost his life savings to a scam. In a city celebrated globally for its smartness, what Mr Chan faces is not uncommon, especially among older adults.

As Singapore advances its Smart Nation strategy and fast-tracks artificial intelligence (AI) integration, the nation is reaching a critical paradox. Although we are building a digital superhighway that promises efficiency and convenience, we could be leaving our most vulnerable citizens, especially those over age 70, behind. Our recent research with 213 older residents aged 55 and above in Outram Planning Area reveals that the digital divide is no longer about accessing a smartphone. It is about who has the capability and confidence to participate in modern life. If we do not shift from being a Smart Nation to becoming a Wise Nation, we risk creating a society where older residents are not just ageing but becoming invisible in our digital future.

Beyond the Averages: A Silent Divide

Singaporeans often comfort ourselves with national statistics. We see high internet penetration rates (at 93% among people aged 60 and above) and assume the job is done.

However, a deep dive into Outram, which carries the highest socioeconomic disadvantage index nationally, tells a different story for Singapore’s super-aged future.

Here, in the shadow of skyscrapers, a study conducted by the Singapore University of Technology and Design’s Lee Kuan Yew Centre for Innovative Cities found that 12% of surveyed seniors own no digital devices. This reality underscores why the silent drift towards “Digital Only” systems must be avoided and actively addressed. Efficiency makes us close physical counters, but equity demands we keep them open. Every essential public service—from CPF withdrawals to healthcare bookings—must maintain robust, non-digital alternatives. This is not a transition phase; it should be a permanent feature of a digital society. Just as we build routes for different users to access, we must build human avenues alongside digital ones. A Wise Nation understands that sometimes, the smartest technology is a human face with human engagement.

Even among those who do have phones, the assumption cannot be made that a smartphone in one’s pocket translates into meaningful capability. While 78% of seniors nationwide use online banking or payments, only 26% of the Outram respondents do so. This 52-point gap signals that faster 5G or more apps do not bridge the last digital mile. For a significant proportion of older Singaporeans, especially among those in their 70s and above, the lower income, the solitary, and those living in rental flats, the recognition of the dignity of those who learn slowly, who forget often, and who seek reassurance at every step is needed.

Learning Technology: The Crisis of Confidence

The core issue is not that seniors are unwilling to learn. The study shows that 71% of respondents have never received any formal digital or AI training; 40% of these untrained seniors are eager to learn. The problem is that we might be teaching them the wrong way, in the wrong language.

We tend to treat digital literacy as a technical skill—like learning how to fix a tap. We run traditional classroom workshops on “Cybersecurity 101” or “Introduction to Generative AI.” But for a senior who is terrified that clicking the wrong link will bankrupt them, technology can be a mental battlefield. If we force seniors to navigate constantly changing interfaces without a safety net, we are not empowering them; we are exhausting them. This is why “Digital First” often feels like “Digital Only” to the seniors. Efficiency for the system can become anxiety for the users.

The Kampung Spirit—the ethos of communal support and mutual aid—can be the secret weapon of digital adoption. Technology needs to be normalised so that it becomes just another part of the community conversation. This means shifting resources to hyper-local, high-touch interventions where seniors can learn by trying and practising in a safe, connected, and unhurried environment. The role of “Digital Ambassadors” should be multiplied within social networks, empowering digitally savvy seniors to teach their peers. When Mr Chan’s phone needs an app update, he will go to the nearest Active Ageing Centre to ask the Digital Ambassador, who knows his name and will explain it multiple times without judgment. This turns digital support into a daily community interaction, noticeably reducing anxiety and fear.

The Wise Nation: No One Left Behind in the New Frontier of AI

The perspectives from Outram are a timely reminder that as Singapore digitalises, we cannot assume equal starting points. The tech industry and government must step up in designing apps and technologies with seniors. We propose a mandate, “Silver User Acceptance Testing”. Before any public-facing digital services go live, they should be stress-tested by the 70+ demographic in neighbourhoods like Outram. If the super-aged cannot navigate it, the product is not ready for launch. This includes implementing age-friendly default settings: larger fonts, high contrast, fewer steps, different language options, and built-in error forgiveness that allows users to undo mistakes easily, not hidden in a submenu.

The narrative of Singapore has always been that no one gets left behind. As cities around the world—from Barcelona to Shanghai —tackle rapid ageing and AI transformation, Singapore faces the same urgency to renew that vow. The residents of Outram remind us that the barrier is not age; it is design and support. They are willing to participate, but they need a system that meets them halfway.

Our findings suggest that inclusive AI literacy initiatives are the next necessary step. But this literacy must be built on people-centric design principles. AI tools cannot be simply dropped into seniors’ lives. They must be involved in the design process, too.

A Smart Nation is impressive. But, a Wise Nation highlights dignity, connection, and trust, ensuring that as we march towards the future, with seniors like Mr Chan walking right beside us.

Yanjun Cai is a Research Fellow at the Lee Kuan Yew Centre for Innovative Cities, Singapore University of Technology and Design. This commentary is based on findings from the “Ageing with AI” project, see https://lkycic.sutd.edu.sg/research/ageing-with-ai-gender-insights-from-digitalising-singapore/