On the eve of this week's rail strikes, it was reported that the industry bosses are planning to weed out paper train tickets and close almost 1,000 station ticket offices in England. The transport secretary, Grant Shapps, has made no secret of his desire to see costs saved in this way. Some stations sell only a handful of tickets each week and the vast majority of transactions (交易) have moved online.
In the name of cost-cutting, station ticket offices are likely to follow the telephone booth on the corner and become memory. For those who have grown used to the benefits of organizing travel via smart phones, there will be little to feel sorry for. But for people without online access or skills, who tend to be older, poorer, and more fragile, another social barrier will have been built.
From medical appointments to payment apps for parking, more and more key services are now delivered digitally. As this revolution takes place, the interests of a significant minority are being ignored to some extent. In the case of health and social care, for example, it will often be those most in need of assistance who are least able to employ electronic devices.
The debate over ticket offices offers an opportunity to reflect more broadly on the increasing role of technology in our social landscape. The unavoidable trend towards technology is predictable, but its possible consequences need to be managed with more care. With the expanding range and increasing complexity of digital requirements, the aged are gradually withdrawing from increasing social services in their lives. Ros Altmann, the former pensions minister, recently wrote of being contacted by an elderly woman who no longer drives to her local park, because she cannot download the car parking app required.
Much more needs to be invested in helping gain easy online access. Alternative offline options must be maintained for important services. Contactable telephone numbers of relevant staff should always be available. These will cost more. But that is the price of digital transformation.
