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When digital solutions create new boundaries
Stage 1 of 4 · Reading
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Digitising public services is often described as an efficiency improvement that benefits everyone. When applications can be sent from home, residents save both travel time and waiting. Yet this benefit assumes users have equipment, internet access and sufficient digital skills. For those lacking one or more of these conditions, an apparently simple solution can become a new obstacle. A municipality that moved several services to digital forms discovered that some residents stopped applying for help. The problem was not necessarily that need had decreased, but that access had become harder. The municipality therefore introduced guidance and retained personal contact. This required resources, but made services more accessible. The example shows that efficiency should not be measured solely by the number of automated processes. If costs merely shift from the administration to residents, it is uncertain whether society has actually become more efficient. Digital development should therefore be assessed in terms of both quality and who can participate. A good solution allows people to use technology without excluding those who need other routes to shared services.
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