The digitalisation of social care raises critical questions regarding inclusivity and equity as vulnerable groups, such as older adults and people with disabilities, risk being excluded from essential services. Emerging technologies and digital innovation are playing a pivotal role in redesigning social services as questions around efficiency intersect with a growing demand for more personalised and equitable care. The transformative power of technology in building a more inclusive social care system lies in its potential to bridge accessibility gaps, tailor support to individual needs, and empower service users to have greater agency in their care journeys.
This year’s European Social Services Conference (ESSC), entitled ‘Where Care Meets Tech’, will focus on how the combination of relational welfare approaches and welfare technology is redefining the future of social care. Several sessions at the conference will focus on how social services across Europe are working to bridge the digital divide by creating technological solutions that are designed for everyone.
Personalised digital inclusion: Barcelona City Council’s approach to empowering people using social services
One example of how local governments are actively addressing these challenges is Barcelona City Council’s initiative to empower citizens through digital channels that provide streamlined and equitable access to social services. The project addresses the significant need for accessible, efficient, and innovative digital solutions for people using social services, and strives to reduce bureaucratic obstacles while improving connections and interactions with professionals.
The project does this by combining several digital channels, including an app that facilitates secure and smooth communication with social care professionals, document exchange, and appointment management. This personalised and empowering model of digital inclusion exemplifies the potential of co-designed solutions that emphasize user engagement.
Bridging the digital divide: tackling exclusion of older people in Poland
As digital transformation continues to accelerate within social services, the need for digital literacy has become crucial to access essential public services. However, older people often face exclusion, both in terms of physical isolation and digital inaccessibility. One project, led by researchers from the University of Economics in Katowice, Poland, aims to address these obstacles by examining public policies and social service practices that directly tackle digital exclusion. For example, the project supports public management by offering guidance to policymakers and service providers in developing effective digital support systems for older adults.
This conference session will examine how data-driven insights and practical strategies can empower older people to develop digital skills, allowing them to access vital services, stay connected, and maintain autonomy.
Innovative digital inclusion: enhancing quality of life for people with intellectual disabilities
One innovative approach to digital inclusion highlights how technology can support emotional well-being and autonomy for people with intellectual disabilities. This project, initiated by Tončke Hočevar Care and Work Centre, in Slovenia, is currently in its initial phase and aims to design a robot which would help to address the multifaceted needs of people with intellectual disabilities. Beyond digital inclusion, the project fosters social connection, emotional well-being, and therapeutic support. Ultimately, the aim of this project is to enhance quality of life, encourage autonomy, and reduce loneliness.
In this conference session, delegates will gain a deeper understanding of how digital inclusion can transform lives, particularly for people with intellectual disabilities, and how similar approaches can be applied in their own work or communities.
Mijn Sociaal Dossier: empowering vulnerable citizens
In Antwerp, Belgium, the integration of a digital platform is transforming how vulnerable citizens access and manage social services, empowering individuals while supporting social workers in their roles.
Mijn Sociaal Dossier is a digital platform designed to increase access to social services for vulnerable citizens. The platform empowers individuals to manage their own support by granting direct access to personal case information, minimising the workload for social workers in the process. Additionally, the platform offers direct guidance from digital inclusion coaches, which helps facilitate digital literacy. This innovative approach combines technology and a person-centred approach, and sets a new standard in the future of inclusive social services within Belgium and beyond.
Be part of the transformation: join ESSC 2025 and help shape the future of social services
The digital transformation of social services holds significant potential, but only if it is inclusive, person-centred, and accessible by design. Without prioritising the needs of individuals using social services, digitalisation risks widening the inequalities that social care seeks to address.
At ESSC 2025, participants will get the opportunity to engage in discussions, hear from leading experts, and discover how organisations are ensuring that digital services are accessible, ethical, and inclusive for all.
For more information and to register, visit the ESSC 2025 Official Website.
