Digitalization of Social Services: Opportunities and Risks for the Social Work System
DOI:
https://doi.org/10.63437/3083-6433-2026-1(36)-02Keywords:
social work, social services, digitalization, e-services, digital technologies, social policy, digital transformationAbstract
The article provides a comprehensive theoretical and methodological analysis of the digitalization of social services within the global transformation of the social work system. Based on systemic, institutional, innovative, and human-centered approaches, the study examines the essence of digital transformation in the social sphere. It conceptualizes information and communication technologies not merely as technical tools, but as structural determinants reshaping social interactions and the existential foundations of human co-existence. The research synthesizes key theoretical frameworks, including the Information Society theory, Smart Government, Digital Welfare State, Data-Driven Social Policy, and E. Rogers’ Diffusion of Innovations model. Furthermore, the paper explores international practices of digital innovation, analyzing the advanced experiences of the USA (case-management platforms like Casebook PBC, Healthy Together, and AI-based psychological support via Elomia), Japan (social robotics for eldercare, sensor monitoring, and smart homes), and the European Union (integrated digital registries and AI systems for local governments). These global models are contrasted with the current state of social service digitalization in Ukraine, which is in a nascent stage and remains hindered by the lack of a comprehensive systemic state approach, technological deficits, and a shortage of qualified personnel. The study evaluates both the strategic opportunities (increased accessibility, transparency, and management optimization) and the multi-dimensional risks of rapid digitalization. Key threats include digital inequality among vulnerable populations, personal data privacy vulnerabilities, algorithmic bias, and the risk of over-technologization diminishing human empathy. The author substantiates the necessity of aligning digital tools with humanistic values and international ethical standards, such as the UNESCO Recommendation on the Ethics of AI and the EU AI Act, outlining prospects for building an ethical, data-driven, and human-centered social work system.
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References
Використані літературні джерела
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