I don't think that society can be held back because some people refuse to catch up. If we go down that road, how far should we go? Refuse to have GP or hairdresser appointments made by telephone in case people don't want use them? Scrap radio and TV news bulletins as some prefer only to get their news from newspapers?
Modern life, like it or not, does rely on digital connections, and IMO a refusal to engage with that can be quite entitled, if the refuser expects others to plug the gaps for them. It is much cheaper, for example, for councils to take online payments than to open offices for people to pay in person. Those using the online services are subsidising those who don't, who are costing everyone money that could be spent on other things for the benefit of all.
I do understand, however, that it can be expensive to have a personal connection, whether via a smartphone or a computer, so I think that (when Covid permits) there should be free access to the Internet in libraries, community centres etc, and that there should be a requirement for councils to ensure that it is readily available to all, maybe by regular mobile van or something in rural areas. There should also be staff available to show people how to use the facilities.
That way, nobody needs to be disadvantaged because of lack of funds or lack of knowledge, and there is no excuse not to allow services to be provided cheaply online and divert the money saved to other services.