Instead of "fully skilled" maybe sufficient skills are enough? We in Espoo this challenge should be written differently; We recognize that it takes time and effort to train staff, but can't see why employees couldn't learn needed skills if enough time and training is given. The change need to be lead and supported by the management and different ways of learning recognized.

or differentiate? dont exclude less digitally skilled employees, because off line services will always be part of our channels.

I think that "older staff" is a somewhat offensive description. When someone is older (dus to age or experience), it doesn't necessarily mean that he/she/they is/are less skilled or cannot develop skills. I'd rather see this section changed into "less flexible staff" or "staff that's not so willing to change".