According to the 2018 Digital Barometer, age remains the main factor in determining whether or not a person is connected to the internet. 18% of people aged 60-69 and 40% of people aged 70 never use the internet. Nearly half of people over 60 are worried (very worried and somewhat worried) about doing administrative procedures online. A study conducted on behalf of the Petits frères des Pauvres (dedicated to the digital exclusion of the elderly) had made it possible to clarify the diagnosis. "Today in France, 4 million people aged 60 and over never use the Internet, i.e. 27% of this group. Those who are excluded from the digital world are more likely to be women over the age of 80, living alone and on low incomes. The feeling of exclusion is also felt by nearly a quarter of the 60+ age group, including Internet users for whom the use of the Internet can make them aware of shortcomings. This overall feeling of exclusion affects all age categories.

The CNAV has formed partnerships with local players and digital mediation providers to promote access to its digital services for all insured persons throughout France. The CNAV (along with Pôle emploi, CNAM, CNAF, CCMSA and the La Poste group) is one of the partners of the MSAP (Maisons de services au public) scheme (currently being overhauled as part of the future France network). Services).

In Nord-Picardie, Carsat (Caisse d'Assurances Retraite et Santé au Travail) is experimenting with an "itinerant retirement center" that is stationed in the towns of the department to answer questions from residents, with or without an appointment. CARSATs in several regions are involved in various "digital bus" projects: Pimms mobile in Portes de Provence (Drôme), experimental Pimms mobile in Quéménéven (Brittany), digital bus in the Centre Val de Loire region and in New Aquitaine.

A call for projects to support digital inclusion projects for the elderly

The CNAV's 2018-2022 Management and Objective Agreement proposes to reconcile "100% digital" with a digital inclusion approach   

At the same time, CNAV will set up, "on behalf of the community of pension schemes, a career correction request service as well as a single online pension application for all schemes. Cnav will also seek to expand the potential use of its online services by developing specific secure authentication procedures for insured persons living abroad, or for guardians and trustees, so that they can access all digital services.

In addition, Retirement Insurance is committed to "promoting and making accessible its digital offering and supporting insured persons in using these services, by developing multi-channel reception in agencies: deployment and consolidation of self-service areas providing insured persons with various digital tools (touch screens, tablets connected to printers, computers and printers) to carry out simple procedures independently, while having the possibility of being accompanied by an agent to use these tools.

The Retirement Insurance will also rely on partnerships with local players, as well as with digital mediation players, to promote access to the digital offer for its insured throughout the country.

• Finalizing the "I request my retirement" online path: Insured persons can already submit their personal retirement application online. In the future, Retirement Insurance will allow its insured to submit their inter-regime personal retirement application online, as well as their survivor's pension application.
• Create new online services: Insured persons will be able to carry out the following procedures online: purchases and payments for retirement, online payment and delivery of certificates related to this service; online complaints; automatic updating of their RIB (Ficoba project), co-production/rectification of their "career" data.
• Opening up online services to those who do not yet have access to them: The retirement branch will develop specific secure authentication methods for the insured's representatives (guardian, curator, proxy) and for insureds living abroad.
• Supporting the public with digital technology and encouraging digital inclusion: This support will be provided in the agencies to encourage people's autonomy (self-service areas), by developing local partnerships and by providing tools for understanding online paths and services.
• Develop the promotion of online services: The development of the digital offer implies promoting this offer to insured persons through promotional campaigns (general public and targeted) in coordination with Cnav's partners and by developing outgoing contacts to promote online services according to insured persons' life events.

To this end, CNAV plans to undertake " an overhaul of information systems to achieve digital transformation."

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