In a room brimming with people of all ages, Bashkim, a 75-year-old, stands out—not just for his age but for his determination. Surrounded by people as young as 18, he’s here for a surprising reason: to gain digital literacy. "I don’t know anything about technology," he admits. "We’re supposed to access official documents and services through e-Albania, but I don’t even know how to send a text."

His frustration is echoed by Mirela, a woman with a disability who shares her own challenges. "Navigating e-government services is overwhelming. I don’t feel confident even asking for help."

Scenes like these are playing out across Albania, where the digital divide complicates efforts to make justice accessible to all.

In the past five years, Albania has made notable strides in its legal and human rights framework, focusing on justice, gender equality, and minority protection. The 2016 justice reform introduced the Law on State Legal Aid and a Strategy for Public Legal Education, establishing the Free Legal Aid Directorate (FLAD) to decentralize legal aid and cater to marginalized groups, including survivors of trafficking and domestic violence, juveniles, and people with disabilities.

Yet, despite the progress, obstacles remain. Only 1,742 of the 5,354 cases that FLAD handled online in 2021 served as a stark reminder of how many Albanians still face digital challenges. Among them are older individuals, ethnic minorities, and victims of gender-based violence, who continue to struggle with accessing essential services.

Lena, a Roma woman from Tirana, expresses her frustration poignantly: "I want to know my rights, but I lack the tools to access online help. When I seek assistance, I feel invisible."

Albania’s e-Government initiative, part of the Open Government Partnership, has transformed public service delivery, with 95% of services now available through the e-Albania portal. However, digital exclusion remains a significant barrier for vulnerable populations.

A UNDP survey on Access to Justice of 2024, revealed limited legal literacy, highlighting the urgency for targeted digital inclusion efforts.

To bridge these gaps, the United Nations Development Programme (UNDP) in Albania, in partnership with the Ministry of Justice, is implementing a new project: “Advancing e-Justice for Legal Empowerment and Access to Justice”.

The project aims to empower legal aid institutions and make justice accessible to all, with special emphasis on reaching those left out of the digital landscape.

One of the project's core components is enhancing digital literacy and awareness, equipping marginalized citizens with the knowledge and skills to navigate e-government services and other digital platforms that offer e-legal aid.

For individuals like Luli, a 52-year-old who recently attended a workshop, this empowerment is life-changing.
"Before, I didn’t think justice was for people like me. Now, I feel like I have a voice," she says.

Held in four regions, dedicated workshops and information sessions provide participants with practical knowledge and tools to claim their rights, bridging both generational and digital divides.

Fatmira, a 44-year-old survivor of domestic violence, shared her own transformation: "Before, I felt lost in a system I didn’t understand. Now, I know what I am eligible for and can find answers on my own."

Participants are also introduced to Juristionline.al, a web platform providing legal information and free legal aid.
For Besi, a 35-year-old father from a remote village, the platform is very useful. "Digital legal aid is more than convenience; it’s survival," he says, noting how the platform saves him the time and cost of traveling to distant courthouses.

Through Juristionline.al, an AI-powered chatbot offers immediate answers to basic legal questions and connects users to legal aid providers for more complex needs. This isn’t just about technology; it’s about humanity—ensuring that marginalized groups, minority communities, and people with disabilities find a way forward in a system that historically overlooked them.

The project also features a new application to collect local data and monitor service quality, furthering transparency.

Arben, a community advocate, captures the essence of the initiative: "The only way to ensure everyone can access justice is to bring the services to them, whether online or in person. We need trust and understanding within our communities."- he says.

Albania’s journey toward a more inclusive legal aid system is just beginning. While the foundations are in place, true progress will be measured by how effectively marginalized individuals can exercise their rights and benefit from free legal aid to access justice.

By prioritizing digital literacy and integrating technology in accessing free legal aid, Albania is paving the way for a justice system that serves all citizens.

In the words of Luli, "For the first time, I feel like justice is within reach"; through projects like this, Albania is taking meaningful steps to ensure that every voice is heard, every right is protected, and no one is left behind in the quest for justice.