Workshop 1.6 - Deutscher Verein für öffentliche und private Fürsorge

Skills and motivation
Some social service users (e.g. parents with children in day care) do not differ from the general public in their ICT capabilities and
motivation. Many disabled social service users are extremely motivated. However, people with long term social problems (poverty,
unemployment, mental health, alcohol or drug abuse etc.) suffer from the digital divide. They do not have experience, training or easy
access to Internet. For those who are motivated enough, there are opportunities to learn ICT skills, but that is a small minority. Activating
social service users to take part in the service process is a challenge, teaching and motivating them to do that by using ICT is a still
bigger challenge.
Skills and motivation of the social service personnel are crucial for utilisation of ICT in user participation. They should be able and
willing to use ICT in their work and in contacts with their clients. They are also key actors in activating the clients. The situation is far
from satisfactory. Most social workers and other social service personnel do not actively and successfully use the Internet to find
information they need in their work. Providing information for municipal and other Internet services is too often felt to be an extra
burden, not an important service for the social service clients and other citizens. But, of course, there are a growing number of young
social welfare professionals with both ICT skills and willingness to use them.
Resources
When resources are allocated for building the Information Society, social services are, unfortunately, not the first on the list. There is a
marked difference to health services, which are seen to be one of the core development areas in Information Society. Internet applications
for social service clients are typically developed in small projects with just enough money and manpower to design and construct a new
service, but with nothing for implementation and maintenance. Public financiers of social services see client services as something extra,
not an integral part of the service system. There is very little commercial interest in social services and their clients.
Where are we now – client participation on the Internet
Information
There is plenty of information on social services available on the Internet, both nationally and locally. All municipalities in Finland have
web portals or home pages. Their scale and quality varies from simple Internet presence to interactive portals with online services
for the citizens. Nearly all of them have at least some information on social services. Most national, regional and also local NGOs have
their own Internet services presenting thematic information for people who are interested in various social problems.
Interactive services
In most municipal web portals it is possible to give feedback to the local social service providers. Some portals offer e.g. application
forms, which can be printed, signed and sent to the service provider. More sophisticated interactive services are still uncommon. Only
in a few municipalities applications can be filled and signed electronically.
Most interactive web services connected to social services have been built by NGOs. I take just one example: Päihdelinkki – Addiction
Link (http://www.paihdelinkki.fi ) is a popular web service on alcohol consumption, drugs and all kinds of addictions. The site is
intended for experts, substance abusers, their families and friends as well as for anyone interested. Within Addiction Link the viewer
can participate in topical discussions, test his situation with self-assessment tools and self-help tests, read articles and other information
and also ask experts about addictions.
Closing remarks
In Finland, the situation in basic Internet services for social service clients is fairly good. Information is available on the web for those
who are willing and able to look for it. There are also promising examples of more advances services and practices, where ICTs are
successfully used to enhance clients' participation in social services. Without strong organisational and financial support, the budding
services will, however, take a very long time to cover the whole area of social services and to reach all service providers and service users.
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