What works: a systematized review of the relationship between social services and digital technologies

Abstract

The impact of technology on all aspects of life is a topic of growing academic relevance. Social services, because of their unique characteristics, present a distinct context that warrants a detailed analysis of the digitization process and technological impacts. This study addresses two research questions: (1) How is digitization developing in social services? and (2) What forms of inequality are emerging in access to and use of technologies among people involved in the provision and development of social services? In order to achieve these objectives, a systematized literature review was carried out using the main databases (WOS, Scopus and Social Services Abstracts) resulting in a final corpus of 23 articles published between 2020 and 2024. The results indicate an accelerated digitization of social services since 2020 indicating an ongoing and likely durable transformation. This transformation poses challenges that require an effective and equitable strategy, adaptable to the specific needs of service users and professionals, in order to address them effectively. Looking ahead, it is considered necessary to further analyse how the technological adaptations introduced during the pandemic have evolved, as well as to distinguish between modern technologies (already consolidated and integrated into social services) and emerging technologies (whose long-term impact still needs to be assessed). It is also important to promote research aimed at identifying and analysing the risks and benefits, as well as to advance in the operationalization of the concept of digital capital.