Digitalisation of Social Services

Abstract

Digitalisation of social services by government agencies has been one of the core themes for innovation in recent times as well as during the COVID-19 pandemic. Governments and different agencies involved in the development and delivery of social services are increasingly moving to the digital platform to innovate and reach vast numbers of people spread across vast geographic regions, which have resulted in cost savings and better social services management, and better use of agencies resources. However, it's not clear how the customers perceive digital social services, the level of skills required, and the level of engagement needed for interacting with digital social services, and many other issues that are studied in this chapter. Innovation is a key primary driver to develop digital social services and understanding the process requires a deeper understanding of technical (e.g., digital technologies) and non-technical (e.g., people) issues that have been presented in this study.