Imagine being Anna, a 75-year-old woman full of energy, now facing immobility and struggling with loneliness after the loss of her partner. Technology has much to offer for her care, but does she have the skills and opportunities to access it? In the EU, only one in four people aged 65-74 have some digital skills,[1]meaning there is a large gap to be filled.

Digitalisation in social services presents both opportunities and challenges, particularly around inclusivity and equity. Vulnerable groups, such as older people like Anna and people with disabilities, risk being left behind if digital tools are not designed with their needs in mind. At the same time, as highlighted by European Social Services (ESN) CEO Alfonso Lara-Montero at the European Social Services Conference (ESSC): “Digital solutions can strengthen human relationships by making services more accessible, personalised, and efficient”. The key lies in building ethical, inclusive, human-centred technologies that bridge rather than widen the digital divide.

At the 33rd edition of the ESSC, professionals and experts stressed the need for inclusive digital transformation. With ageing populations, complex care needs, and workforce shortages, care technologies are vital for supporting both users and professionals. Ethical considerations, particularly around artificial intelligence (AI), were central, with many speakers sharing good practices that demonstrate how values-driven technology can enhance transparency, quality, and service reach.

AI and digital platforms supporting people

Technology offers powerful tools to combat loneliness by enabling digital connections with social services in both urban and rural areas. For instance, Madrid City Council’s Paloma Project is an AI initiative that uses real-time natural language processing in telephone calls to detect signs of unwanted loneliness. In Catalunya, ATENEA, an AI-powered voice-activated mobile device, helps older people manage daily tasks with more independence, by allowing them to simply speak commands to call family members, request a doctor’s appointment, contact social services or even manage public transport tickets, all through intuitive voice interaction.

My Social File, implemented in the City of Antwerp, empowers vulnerable citizens through direct digital customer access, and reduces the administrative workload on social workers, freeing them to focus on more human-centred support. Over a year later, about 20% of clients use it at least once a month. In Bruges, a toolbox for personalised care, includes safety systems, assistive technologies, and remote consultation tools integrated into the care technologist’s services. As care innovator, Jakob Decavel reminded the attendees: “people should be at the heart of the process” and the tools should remain responsive to the needs of people they are meant to serve.

Ethical implications of technology in social services

The integration of digital technology into social services presents ethical implications, particularly when serving vulnerable populations. As Vincent Meyer, Professor at the University of Cote d’Azur (France), pointed out in the plenary, while digital tools can efficiently simulate or replace certain human functions, they lack the capacity to replace human ethical judgment and this limitation underlines the continued need for professional discernment in decision-making.

Other perspectives highlighted the importance of aligning digital practices with human-centred values. Sarah Carlick, Director of MeSafe (UK), emphasized the importance of co-designing digital safeguarding with children, ensuring that digital solutions reflect their digital behaviours and build trust. Claude Kirchner,  Chair of the French National Digital Ethics Consultative Council, added during the masterclass that the ethical use of digital tools depends on the compatibility of the underlying values guiding their implementation with the values of service providers and users.

Key lessons learned: digitalisation in social services

Ethical challenges, such as data security, privacy, and potential algorithmic bias, must be addressed to ensure the human-centred, inclusive and responsible integration of digital platforms and AI tools into social services. This means putting the needs of vulnerable groups at the centre to avoid exclusion and ensure equitable access. Technology should bridge, not widen, the digital divide, and care technologists and social workers should act as the bridge between technology and service users. 

While tools like AI assistants and digital platforms increase efficiency and accessibility, personal relationships remain central to effective social services. Digital services should complement, not replace existing in-person services. A balanced, relational and ethical approach is critical in the transition to digitalisation in social services.  As Amanda Renteria, CEO of Code for America (USA), says on the plenary " it’s about using technology to deepen our human connection, not replace it."