Location:
Objective of the practice:
The project aims at several digital tools (open interface, mobile app, web application, etc.) by which people in need of social support and assistance can find information about social service institutions, actual offers and supply.
Subtopics of the practice:
Low-threshold, easy access to social support services
Geographical scope of the practice:
(Western) Austria
Short summary of the practice:
The goal of the »Sozialroutenplan« is to have a best practice at the end of the project that opens up and secures access to social support services for as many people as possible.
Detailed information on the practice:
Access to social assistance and support is characterised by several obstacles, which increases the risk of insufficient supply. In the project region (Vorarlberg, Tyrol, and Salzburg) at least 300,000 people are affected by that problem. Further, the target group of potential users is posing a particular challenge because of its heterogeneity and numerous relevant dimensions of diversity. The problem has also a close connection to digitalization: digitalization is as well enforcing exclusion because of a comparable lack of access to digital tools by the target group, as it can be a chance, if properly implemented. Both are further underlined by recent experiences during the Covid-19-pandemic. Because of insufficient answers to this challenge so far, a three-county-consortium is formed for this project, consisting of five partners from scientific institutions, three from the IT industry and 14 from social service institutions. It will collaborate in an integrated and participatory process together with potential users and – on the basis of an existing print product – aims at the development of novel digital tools: a digital social route planner (“Sozialroutenplan”) for Western Austria. For that, a service design thinking and a service user involvement approach is combined to achieve this solution as close as possible to the demands of those actually affected by it. As results, the project aims at several digital tools (open interface, mobile app, web application, etc.) by which people in need of social support and assistance can find information about social service institutions, actual offers and supply as well as necessary prerequisites and the regulatory framework, and this by the most flexible and low-threshold service possible. In this context, accessibility, usability and non-discrimination are central guiding principles. While focusing development work on digital solutions, an accompanying reflection process will also ensure that other constructive options are not ignored. Overall, a comparable comprehensive product based on such an intensive participatory process was not developed so far and is thus a total novelty.
Resources needed:
€ 472,542
Results achieved:
At the end of this project, a best-practice-example shall be provided, which allows as many people as possible needing social assistance and support and being eligible for it to also actually receiving it. By that, collaboration in the consortium will also lead to an extensive know-how transfer between and within the partners, widely benefiting all. In particular, the situation of socially disadvantaged people shall be substantially improved. Finally, also insights about the limitations of digitalization shall be gained to overcome these according to the needs of those affected, but also about its potentials to make use of these as much as possible.
Potential for learning:
Digitization of Social Services: The project aims to provide a comprehensive digital platform that helps people navigate social services more easily. It includes an app, website, and other digital tools to ensure that vulnerable populations can access crucial information about available resources, such as consultation centers, support services, and legal frameworks. This focus on barrier-free, accessible digital tools makes it easier for people in need. Inclusivity and Participation: One of the key strengths of the Sozialroutenplan is its participatory approach. The project involves potential users in the development process to ensure that the final digital tools meet their specific needs. By actively collaborating with the target population, it avoids common pitfalls of top-down approaches in social services. Collaboration Across Sectors: The project brings together academic institutions, IT companies, and social service organizations in a collaborative effort. This consortium ensures that expertise from diverse fields, including technology, social work, and academia, is integrated to create effective solutions.
Further information:
https://www.sozialroutenplan.at/
Keywords:
Social inequality, social support, service design thinking, service user involvement, digitalization
