Public services

Impact of digitalisation on social services

02 Avril 2020
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Key findings

  • Evidence on the impact of digitalisation on social services is limited, in part because many of these technologies are still emerging, but there is some evidence that the automation or reduction of administrative processes allows staff to increase their productivity and to dedicate more time to care-related tasks.
  • Digital technologies can achieve savings by reducing the need for more costly and intensive care, detecting fraud more effectively and ensuring that scarce resources are allocated more efficiently (for example, blockchain technology can help in the delivery and management of benefits).
  • Digital technologies can contribute to an increased sense of safety for users and have enabled older people to continue living in their own homes for longer.
  • Care provided with the aid of robots, telepresence and wearable devices can reduce the risk of contagion and ensure the continuity of care in case of quarantine, lockdown and/or social distancing.
  • Training of staff and users in the use of digital technologies is important, particularly in cases where care cannot be provided face to face or when there are sudden spikes in demand for health and social care services.


To support the European Commission’s objective of ensuring Europe is fit for the digital age, this report examines the use of digital technologies in social services and the policies that promote digital transformation. The report explores some of the main issues involved in implementing digitalisation strategies and using digital technologies in social services, as well as some of the measures that have been put in place to overcome barriers. The overall aim is to work towards closing the knowledge gap regarding the opportunities and risks associated with technological change in this area. 

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    Impact of digitalisation on social services


    Research carried out prior to the UK’s withdrawal from the European Union on 31 January 2020, and published subsequently, may include data relating to the 28 EU Member States. Following this date, research only takes into account the 27 EU Member States (EU28 minus the UK), unless specified otherwise.

    This report presents the results of research conducted prior to the outbreak of COVID-19 in Europe in February 2020. For this reason, the results do not take account of the outbreak.

    Cite this publication as: 
    Eurofound (2020), Impact of digitalisation on social services, Publications Office of the European Union, Luxembourg.
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    Les incidences de la numérisation sur les services sociaux


    À l’appui de l’objectif de la Commission européenne qui consiste garantir que l’Europe est adaptée à l’ère du numérique, le présent rapport examine l’utilisation des technologies numériques dans les services sociaux et les stratégies en faveur de la transformation numérique. Il traite certaines des principales questions liées à la mise en œuvre de stratégies en matière de numérisation et à l’usage de technologies numériques dans les services sociaux, ainsi que certaines des mesures mises en place pour surmonter ces obstacles. L’objectif global consiste à œuvrer à combler le manque de connaissances en ce qui concerne les possibilités et les risques qui découlent de l’évolution technologique dans ce domaine.

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    Figure 1: Digitalisation in the 2018 European Semester

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