I think the issue of how seniors access services, period, is an issue not just for the federal government but also for many private companies. Things are moving online. You have to get your bills electronically, etc. We need to understand that there is a group of people who are going to be left behind as we move toward that digital platform. We certainly saw that in COVID, because they can't navigate the system or they don't have Internet either because they can't afford it or it's not available. We do need to recognize that.
I think issues around overloaded call centres and waiting on the phone for long periods of time plagued everybody, not just people over 65. I think what's important and where the federal government can play a role is to recognize that for whatever necessary services a person might need—utilities, banks, etc.—that are federally regulated, they ensure the ability remains for some people to make connections other than through an online connection. For example, regulating that compulsory paperless isn't legal in federally regulated businesses would be helpful for seniors. They find that frustrating, and it has a whole corollary around fraud abuse as other people have to navigate online platforms for people.
When you look at seniors proportionately, they are less likely to be tech savvy than younger generations. Whether that changes in 30 years with the tech savvy cohort becoming seniors will remain to be seen, but the 85-plus of today, yes, lots can engage in Facebook and online and all the rest of it, but many can't, and we are leaving them behind a bit.