Technical Solutions to Social Problems?: Some Implications of a Computer-Based Welfare Benefits Information System

Abstract

ABSTRACTTechnical experts frequently prescribe simple technical ‘solutions’ to complex social problems. In this article, the authors describe an experimental project which was designed to increase the take-up of means-tested benefits. The project incorporated a computer-based information system which provided individuals who supplied details of their financial and other household circumstances with personalized information about their entitlement to a wide range of benefits. Although the project was a technical success, it made little impact on take-up rates. In attempting to explain why this should have been so, the authors point to the complexity of the problems involved and advocate the need to examine and simplify existing administrative procedures at the same time as investigating the potential of computerization, rather than assuming that a technical device can of itself side-step the problems. They also point out that administrative simplification is itself no easy task and is fraught with political and organizational problems.