Digitalisation and technology can improve planning, delivery, and evaluation of social services by using resources more efficiently and meeting social needs more effectively. Social services also play a key role in digital inclusion, empowering people to engage with the digital world.

Our 2021 report showed that public social services are increasingly willing to invest in existing and new technology and digital solutions such as ICT infrastructure, the use of artificial intelligence, fast and effective case management systems, and assistive technology. The 2023  European Social Services Conference (ESSC) highlighted how these solutions are playing a key role in promoting individual autonomy and social inclusion.

As a cross-cutting aspect of ESN’s work, we are continuously reflecting on how the increasing use of digitalisation and technology impacts social services management, and to understand the challenges that the use of digital technologies may bring for the adaptation of public authorities responsible for social services.