JRC Insights - Social Policy Innovation Series - Innovating EU Social Protection Systems through ICTs. Findings from analysis of case studies in fourteen Member States

This issue presents results from the analysis of selected case studies on how ICT-enabled social innovations promoting social investment can contribute to the modernisation of social protection systems in the EU. The selected case studies are drawn from fourteen Member States and address diverse social services and policy domains. Findings from the research show that they have made a positive contribution to transforming existing social services models, with ICT-enabled social innovation playing a crucial role, either as an enabler or game changer. The analysis illustrates examples of how ICTs can provide solutions to those global societal challenges that are adding new complexities to the delivery of social services; in particular, ICTs can help building a ‘client pathway’ approach, with services centred on the needs of the beneficiaries. At a more operational level, the simplification and automation of procedures increases access to services and fosters a direct relationship between service providers and users. Innovative policies encouraging the development of ICT solutions for the management of social protection systems and the delivery of social services should thus be promoted; to this end, specific incentive schemes to guarantee development, sustainability and transferability of those initiatives that generate social value by leveraging on ICTs shall be identified and fostered across the EU. At the same time, high levels of digitalization in the services delivery system must be balanced with alternative channels, to ensure that the less technologically savvy are not excluded. For this purpose, it is crucial to involve citizens and relevant stakeholders right from the early stages of social policy programming, and the creation of Public-Private Partnerships (PPPs) and partnerships with third sector organisations should be encouraged.