Gatesosionomen: Deltakelse og tillit i den digitale velferdsstaten

In the project "The Street Social Worker in the Self-Service Society," we are interested in understanding the consequences of digitalised public administration, where citizens increasingly bear the responsibility of managing their own affairs. A trend in the organisation of modern welfare states' relationships with citizens is the increasing use of self-service solutions. The advantages highlighted by self-help solutions include the efficient use of resources and the accountability of citizens for their own welfare needs (Eriksson, 2012). However, the downside of digital self-service solutions is that many citizens lack the digital competence necessary to manage their own affairs (Fugletveit & Lofthus, 2021; Lundberg & Syltevik, 2016; Schou & Pors, 2019). The digitalisation of the welfare state may exacerbate exclusion for certain groups that already experience marginalisation within society (van Deursen & van Dijk, 2011).

In this project, we aim to explore experiences related to the inability to master self-service solutions and, consequently, the inability to take responsibility for one's own welfare. More specifically, we seek insight into the experiences of people using the Church City Mission's newly established initiative, 'The Street Social Workers'. This is a low-threshold service partially run by students and volunteers, aiming to assist people in their dialogue and interactions with public agencies like NAV related to questions related to their economy, work or educational situation, and social issues. The goal is to play a part in the rebuilding of trust in the public service system among citizens who strive to manoeuvre in an increasingly complex and digitalised welfare state.

By observing encounters between visitors and volunteers over time, using participant observation and informal interviews/field conversations, we wish to explore the unintended and contradictory effects of digitalising society and its welfare services. Furthermore, we seek insights into the role and effort of volunteer organisations in closing what seems to be an emerging trust gap between citizens and the state, by ensuring participation, activity and a sense of belonging among vulnerable groups in society.