Digitalisation and social services beyond the emergency: Findings from a study in the field of social services

Journal title WELFARE E ERGONOMIA
Author/s Romina Ciaccia, Federica Scaffai, Paolo Parra Saiani
Publishing Year 2026 Issue 2026/1
Language Italian Pages 12 P. 117-128 File size 89 KB
DOI 10.3280/WE2026-0001009
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Although professionals’ digital skills are still rather limited, the technological tools introduced during the emergency have been, at least in part, retained and structurally integrated into the social services sector even beyond the emergency context. Digitalisation in social work is also influenced by the external context, and the social and technical elements within organisations are interconnected, shaping the functionality of an organisation. Technological implementation emerges through complex processes and the interaction of multiple conflicting factors, among which the role of technology users is particularly important. As part of a broader study on change in social services, the role of digitalisation in the work experience of social workers was investigated, with particular attention to the methods that have been tried, their thoughts on the potential and risks of this technological evolution, even beyond the emergency. The survey was conducted through interviews with nineteen social workers and one non-social worker manager. The social services of municipalities of various sizes and located in different regions were chosen. Each interviewee identified both positive and negative aspects of digitalisation, without polarised positions in one direction or the other. This highlights the methodological, ethical and deontological complexity and sensitivity of the issues related to the adoption of this new technology in social services, issues that deserve further study and discussion by the professional community and the entire welfare system.

Keywords: digitisation; social work; professional ethics; technology and users.

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Romina Ciaccia, Federica Scaffai, Paolo Parra Saiani, Digitalizzazione e servizio sociale oltre l’emergenza: esiti di una ricerca nell’ambito dei servizi sociali in "WELFARE E ERGONOMIA" 1/2026, pp 117-128, DOI: 10.3280/WE2026-0001009