Digitalisation and Artificial Intelligence (AI) are revolutionising social services, transforming how care is delivered across Europe. Eurodiaconia, a network of Christian NGOs and churches, highlights both the opportunities and challenges AI and digitalisation poses to organisation and delivery of services in its timely report entitled Digitalisation in Social Services: The uptake of AI and digital tools amongst Eurodiaconia Members
Opportunities of Digitalisation
Digital tools are reshaping social services by increasing efficiency, accessibility, and personalised care. The outbreak of COVID-19 accelerated the turn to digital platforms, virtual counselling, online education, and remote therapies. Technologies like AI-powered analytics, Internet of Things (IoT) devices, and virtual reality have enhanced resource allocation, monitoring, and caregiver training.
For example, AI assists with health monitoring and predictive care planning, while IoT devices like fall-detection sensors promote independent living for older adults. Digital tools have also reduced geographical barriers, connecting underserved populations with essential services.
Challenges and Ethical Considerations
Despite the benefits, challenges such as algorithmic bias, digital exclusion, and privacy risks persist. Vulnerable groups, including older adults and low-income families, face barriers to accessing technology, deepening inequalities. Over-reliance on AI tools may dehumanise caregiving, and managing data privacy remains critical to protect sensitive information.
Moreover, the integration of care robots and other technologies, while innovative, often adds to staff workload rather than alleviating it.
Recommendations for Policymakers
Eurodiaconia calls for a human-centered approach to digitalisation, emphasising transparency, fairness, and accessibility. Key recommendations include:
- Establishing ethical AI guidelines and maintaining human oversight.
- Promoting digital literacy and equitable access to technology.
- Investing in secure and transparent data management systems.
- Encouraging stakeholder collaboration in designing inclusive digital tools.
By addressing these challenges and embracing innovative practices, digitalisation can be a positive transformation tool to enhace the delivery of social services.