Digitalisation in social protection: Trends, risks and opportunities

This report maps the state of digitalisation of social benefit systems in the EU Member States and Norway. It examines to extent to which interaction with citizens and back-office processes have been digitalised. The study highlights areas where digital technologies have been introduced to improve transparency, reduce non-take-up, lessen fragmentation, and improve service quality and efficiency. It discusses possible positive and negative impacts for institutions and beneficiaries and identifies safeguards to address risks. The report draws conclusions about the factors that contribute to success and the challenges in implementing digitalisation policies and compiles lessons for mutual learning.