Abstract
ABSTRACTPurpose: The purpose of this study was to develop a case study analysis framework and to examine how technology can be used to improve social services provision, specifically looking at various indicators on how technology promotes continuity of social services, the role of technology in social protection, the role of technology in mediating the concerns of users and providers of social services, and the role of technology in ensuring sustainability in the delivery of social services.
Theoretical Framework: Industrial humanism forms the basis of the theoretical framework. Industrial humanism provides the lens to develop the case study analysis framework. This was used to assess the needs of the social service user and the effect that these needs have on the provider. Assumptions are made that the aims of the provider and the needs of the client are the same, and these are reflected in industrial humanism and its approach.
Methodology: This study employed a mixed method, case study design. The researcher used a quantitative causal-comparative analysis of secondary data sets and a system review framework developed by the researcher for analysis of case studies as data sets.
Findings: The research found that information and communications technology (ICT), when thoughtfully incorporated and effectively used, improves the practices of social work. The study revealed that strategies powered by ICT have been critical for promoting social protection among the vulnerable members of society. The delivery of social services is fast-changing; however, the attitudes of social service workers are not. The study examined the role technology plays to ensure sustainability in the provision of social services and determined that with continued innovative approaches, social services have greatly improved.
Recommendations: The following are recommended: (a) the development of an information technology service continuity charter to bolster efforts for preparedness in service delivery; (b) additional public training for strengthening digital literacy programs which would enhance the ability to maximize the outcomes of online interactions; (c) the development of an omni-channel support systems to have better support features for guiding user interactions with systems; (d) implementation of customer relationship management (CRM) platforms to manage interactions with clients.