Navigating Digital Welfare

a person typing on a laptop


Public organisations are turning to digital, online, and automation approaches to deliver social security benefits, claiming simplicity for service users and administrators. However, multiple organisations in Scotland are responsible for an increasing range of social security benefits. Each with their own application process, digital interface, and administrative approach. The Navigating Digital Welfare project focuses on parents’ experiences of applying for multiple benefits through these various digital interfaces. By adopting the viewpoint of user, the project seeks to understand the complexities across the welfare system in order to improve public services to make it easier for people to access their entitlements.

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