Digital Literacy and Skills Open Doors for Older Women in Serbia

Every year, the International Day of Old Persons (October 1st) is a reminder to ensure aged populations are not left behind in the push for sustainable development. In 2025, the commemoration draws attention to the aspirations, rights and well-being of older persons, calling for local and global action. In Zaječar, Serbia, retired women gather at digital literacy workshops—learning to email, pay bills, and support each other in mastering new technologies.

The warm room of the Pensioners’ Association in Zaječar is filled with quiet chatter and laughter. Most of those seated in the comfortable armchairs are retired women, sipping coffee while focused on their smartphones. They’re not passing time—they’re learning. Together, they reinforce the knowledge gained from digital literacy workshops.

“When we were working, the typewriter was still considered cutting-edge. Computers arrived during our professional lives, around twenty years ago, but they weren’t available to everyone,” recalls Vera Sokolović, a retired lawyer.

She was delighted to join the training, surrounded by peers of a similar age, learning how to use new technologies.

“This was a chance for us to approach the training in a comfortable, respectful setting where no one feels embarrassed. When someone is learning something new, and another knows more, it can discourage them. But today you saw how we help each other: ‘How far along are you?’ ‘Did I do this right?’” Vera explains, visibly pleased with the skills she has acquired.

The walls of the Zaječar Pensioners’ Association are painted in warm tones, adorned with landscape paintings and photos of older persons, full of life. On one wall, a video projector has been set up. Using it, Red Cross instructor Marija Marković explains how to send emails, access various online institutions, and pay bills. Bent over smartphones, they concentrate on each instruction with dedication.

“Of course, we were a bit hesitant when we first arrived. But Marija, our instructor, truly encouraged and empowered us. She said, ‘You can do this. You’ve already learned many things in life. This is something you’ll pick up quickly, adapt to, and know how to use,’” says participant Verica Bulajić.

Vera Sokolović agrees, adding that over the five sessions, patience was key:

“Our instructor Marija took the time with each of us—checking if we had accessed the app correctly, how we were doing. She spoke individually with everyone. I felt more confident. And within the time allocated for training, we learned so much. What was even better was that she gave us her phone number and said we could call her if anything was unclear. We could also reach her by email for further guidance. That kind, non-intrusive approach is so important, especially when working with people our age.”

Instructor Marija Marković says her motivation came from the desire to support those who have often been left behind by rapid technological progress. She was glad to help them gain confidence in using digital tools and accessing public services from the comfort of their homes.

“eGovernment has a platform that’s genuinely useful to them. I think they were happiest about the e-Cadastre, where they could check the status of their property. They no longer need to go to the land registry office to find out if something is registered or what its legal status is. Whether they’re buying real estate or own land in rural areas, they can now see if it’s legalized, whether there are any encumbrances, and so on,” explains Marija.

“Now I don’t need to go out and stand in line to pay bills at the post office. I can sit at home with my coffee and do it online. I learned that here. The moment they told us we could install the app, I ran straight to the Postal Savings Bank to do it,” Vera adds.

To improve digital literacy among older persons in local communities, the United Nations Population Fund (UNFPA), in partnership with the Red Cross of Serbia, organized training sessions as part of the joint UN Programme “PRO – Local Governance for People and Nature". The programme is jointly implemented by United Nations agencies in Serbia - UNOPS, UNICEF, UNFPA, and UNEP, in cooperation with the Government of the Republic of Serbia and with financial support from the Government of Switzerland. The workshops were held in six cities and municipalities: Kragujevac, Kruševac, Velika Plana, Zaječar, Boljevac, and Niš. Since the programme began, more than 500 older persons have acquired basic knowledge of digital tools. In addition, in the village of Miloševac near Velika Plana—home to many foster families—both older and younger foster mothers joined the training sessions.

The training programme consisted of five mandatory sessions focused on essential digital skills for exercising rights and accessing services—such as creating an email account, using e-services for documentation, accessing the eGovernment portal for health and administrative needs, and using e-banking.

The most popular modules included the use of e-Cadastre and accessing personal documents such as ID cards and passports. Due to a high level of interest and a need for further practice, many participants opted to continue through additional group sessions.

“Digital literacy is no longer a luxury—it is a necessity and a tool for social inclusion. The workshops also created strong social bonds, improving participants’ overall quality of life,” adds Sonja Madžoski Marković from the Red Cross of Serbia.

Out of nearly 100,000 people living in the Zaječar District, one-third are over the age of 65. At the same time, only one in nine is younger than 15.

In October 2024, a Memorandum of Understanding was signed in Zaječar between the Red Cross Zaječar, the City of Zaječar, and the local Center for Social Work, strengthening institutional cooperation and establishing a framework for long-term digital support to older persons. On that occasion, participants were also awarded certificates for successfully completing the training. After Zaječar, Memorandums of Cooperation were signed in the remaining five cities and municipalities where the trainings were conducted.

Participants continue to share the knowledge they gained, because digital literacy knows no age—it connects generations, creates opportunities, and empowers communities.

This article was first published here. For more information about the UN's work in Serbia, visit serbia.un.org.