Digital transformation of social security administration and services: A comparative analysis of Australia, Canada, Denmark and France

Submitted by pmassetti on
Body (June 2023) The digital transformation of social security administration and services is complex and multifaceted. It requires careful consideration of various factors, such as the legal and regulatory frameworks, technological infrastructure, and social and cultural norms. This comparative analysis examines the digital transformation of social security administration and services in four countries - Australia, Canada, Denmark, and France - and identifies the key drivers, challenges, and key lessons learned. The comparison finds that the four countries have adopted different approaches to digital transformation, reflecting their unique political, economic, and social contexts. However, some common themes and trends emerge from the analysis. Two key drivers are identified in all four countries. The first driver of digital transformation is motivated by a desire to improve the efficiency and effectiveness of social security administration and services. This is particularly important as populations are ageing, demand for social services is rising, and competition for limited public sector resources is increasing. The innovative application of technology is opportunities to streamline processes, improve productivity and reduce costs while enhancing the quality of services. A second driver is a desire to enhance the quality of services and expansion. Digital technologies can enable more personalized and responsive services, as well as provide users with greater control over their data and interactions with social security agencies, and user experience and increase citizen engagement. From an initial focus on economic efficiencies, the four countries combined this with a desire to improve the user experience, increase user engagement in creating and testing new services, and include new beneficiaries.

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Digital Economy Topical Cluster