Sociotechnical Limits of Digitalization: Mind the Gap Between Tech Visions and Practicalities of Implementing Digital Social Welfare
van Gerven, M. M. L., Alastalo, M., & Snell, K. (2024). Sociotechnical limits of digitalization: mind the gap between tech visions and practicalities of implementing digital social welfare. In Handbook of Social Policy Implementation. Edward Elgar.
This chapter argues that digitalization can exacerbate the policy implementation gap if the socio-technical nature of digital welfare is overlooked. While politically appealing, technological solutions introduce new challenges, both technical, organizational and social. Effective digital welfare requires understanding it as a socio-technical transformation, balancing economic gains with service quality. Empirical examples from social welfare and healthcare highlight the complexities and the classic principal-agent dilemma in implementing digital social policies.