Digitalisation transforms individual and family services in the Nordics

This is highlighted in a Nordic research review on Health and Welfare Technology (HWT) produced by the Nordic Health and Welfare Technology Research Network in collaboration with the Nordic Welfare Centre. The report was written by researchers Christine Gustafsson at Sophiahemmet University and Sylvia Olsson at Mälardalen University, both active members of the network.

The researchers were surprised by how rapidly digitalisation has developed within individual and family services. It is also clear that digitalisation in IFS is dominated by administrative and governance-related systems, such as documentation, case management and interoperability, rather than by tools aimed directly at children, young people and families.

–  Digitalisation is often presented as a means of improving contact with service users, but our review shows that, in practice, the focus remains on what happens behind the scenes: systems that support professionals and organisations, says Christine Gustafsson.

Digital solutions can increase accessibility and flexibility for many people, but they may also reproduce inequalities related to digital skills, access to technology and differences in municipal resources. ‘Digital-first’ strategies risk affecting already vulnerable groups severely unless alternative routes into services are maintained.

Digitalisation within IFS is dominated by administrative and governance-related systems rather than by tools aimed directly at children, young people and families.

Not just a question of technology

According to the authors, digitalisation within IFS should be understood primarily as a governance and organisational issue rather than a technological issue. It is as much about leadership, skills development and organisational learning as it is about the systems that are chosen for implementation.

–  One important conclusion from the review is that digitalisation is not only about technology. It also changes working methods, relationships and professional judgement, which makes it essential that developments are accompanied by research and continuous evaluation, says Sylvia Olsson.

Limited knowledge of impact on service users

The review identified several knowledge gaps, particularly regarding how digitalisation affects service users. Christine Gustafsson argues that if digitalisation is to strengthen rather than undermine the core values of social services, more research is needed with service users’ perspectives at its centre. Sylvia Olsson agrees:

– We need to understand how digital solutions affect the quality of interactions between social workers and clients over time. We need more research on which digital working methods are effective, for which groups, and under what conditions, she says.

Most of the existing knowledge focuses on professional and organisational processes. There is a lack of research on how digitalisation is experienced by, and affects, children, young people and families themselves, including their participation, accessibility, trust and position of influence in encounters with digitalised services. Almost all existing research is cross-sectional and qualitative in nature, meaning that we know a great deal about implementation processes but little about actual long-term outcomes.

– There is a notable lack of longitudinal research investigating the long-term consequences of digitalisation for service quality, equity, and organisational development, says Christine Gustafsson.

The authors also emphasise the value of stronger Nordic research collaboration. The studies included in the review are concentrated to Denmark, Finland, Norway and Sweden, and are largely conducted within each country’s own systems. A stronger comparative or joint Nordic perspective would strengthen the evidence base and make it easier to learn from one another’s experiences of digitalisation in individual and family services, the authors argue.

Background

The report, Scoping review: Digital solutions in individual and family services in the Nordics, is the first of two reports on the same theme. This report provides an overview of Nordic research and grey literature on digitalisation and HWT within social services, with a particular focus on individual and family services. Its aim is to map existing knowledge, identify patterns and knowledge gaps, and provide an overview of how digital technology is currently shaping practice, organisation and governance within social services across the Nordic region.

The second report will be published in the beginning of next year and will present examples of good practice from the Nordic countries showing how municipalities in sparsely populated areas are working with digital services in the welfare sector.

Both reports are produced within the framework of the project Social services in sparsely populated areas – municipal co-operation with digital support, funded by the Nordic Council of Ministers and carried out during 2025–2026.

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