Digitizing social services: 5 keys to leave no one behind
Digitalization can save social services or turn them into an impossible maze. If people are not considered, it only creates more problems. This is what the URV research in Catalonia is about.
A team of researchers has worked thoroughly to understand what is failing and how to improve social management with technology, without losing the personal care that these services need.
From real diagnosis to digital solution
A project that leaves no one behind
The research began with Yolanda Domingo's thesis, which analyzed 18 basic social service areas spread across Catalonia in 2024. 105 interviews were conducted with professionals, managers, and users to detect what does not work and what can be improved.
The most striking: paper still dominates the system, with many slow and inefficient processes. While other sectors already use online procedures and digital signatures, social services have fallen behind, especially during the pandemic.
Co-creation to avoid repeating mistakes
The diagnosis was not just a collection of deficiencies. Professionals and users worked together to propose digital improvements that did not replace human contact, but facilitated work and improved communication.
They identified as priorities a system that allows data visualization for decision-making and better management of appointments and notifications with users, all while maintaining a close and secure relationship.
The tools that change the way of working
Digital dashboard
As a result of the research, the DigitaliSSB project designed a dashboard that offers a real-time view of key data: types of care, workload, and intervention areas.
This helps avoid bottlenecks and gain time to dedicate to people, freeing professionals from repetitive administrative tasks.
MeSocial, the app that talks to citizens
Another initiative is meSocial, an application for iOS, Android, and web that connects users and social services. It includes calendar management, notifications, document exchange, virtual assistant, and even an alarm button.
It also incorporates a map of local social resources, making it easier for users to find quick support. All this without losing the humanity required by such a sensitive sector.
How it is implemented and what is expected
A territorial rollout with institutional support
The 18 basic areas that participated in the diagnosis are also part of the implementation, with the collaboration of the iSocial Foundation, the Víctor Grífols and Lucas Foundation, and the Barcelona City Council.
The presence includes large municipalities such as Tarragona, Lleida, Girona, and Reus, ensuring that solutions adapt to diverse realities.
Towards responsible and sustainable digitalization
Although the adoption rate is uneven, the DigitaliSSB project has established a foundation to continue advancing in a digital transformation that leaves no one behind.
URV researchers continue working to guarantee the continuity and improvement of these tools, with the goal that technology does not distance but brings social services closer to citizens.
Digitalization must not be a wall, but a more open door.
Source of the article: Rovira i Virgili University
