Seminar Supporting (Older) Citizens? Inclusion in The Context of Public Services Digitalization

Program

Abstract

The ongoing digitalization of public services is generating new demands for citizen support – particularly among older adults – when navigating digital welfare-related environments. In this context, technology support services for seniors (TSSS) can be defined as “community-based services promoted by public institutions to facilitate material access to the internet and literacy support for older people” (Tirado-Morueta et. al., 2023: 1413). TSSS could mitigate the risks of social exclusion and, following the recommendations by Tirado-Morueta and colleagues (2023), this study seeks to advance the knowledge on this topic through qualitative data collection and analysis.  This seminar presents a case study from the Lombardy region in Northern Italy, focusing on the implementation of digital help desks as a public support measure, funded by the European Commission through the National Recovery and Resilience Plan. The study aims to: i) examine the rationale underpinning the initiative, including its intended objectives and practical implementation; ii) identify the factors influencing its effectiveness in supporting citizens at risk of exclusion from access to digital public services; iii) understand the extent to which the initiative adequately addresses the specific needs of older citizens in navigating digital welfare-related environments. The research design accounts for the region’s spatial heterogeneity by including peripheral (e.g., rural), suburban, and urban areas. Data were collected through interviews with local policymakers, institutional coordinators, and digital facilitators involved in the implementation process. Findings reveal three main categories of factors influencing the success of the initiative: institutional, relational, and spatial. At the institutional level, a mismatch often emerges between policy objectives and the actual needs of citizens: while the rationale of the initiative is largely framed in terms of productivity and administrative efficiency, those most in need of support – particularly older adults – are often overlooked. Additional institutional limitations also stem from specific shortcomings in the program’s design. The strength and structure of local welfare systems further shape the help desks’ effectiveness, leading to significant contextual variations. At the relational level, facilitators’ soft skills and personal qualities prove essential to the help desks’ success, as they build trust and adapt to users’ needs. However, these interactions can also reflect complex power dynamics, particularly when engaging with older users who may feel disempowered or dependent. Concerning spatial factors, smaller municipalities are especially influenced by the strength of local social ties, and the physical placement of help desks plays a critical role in shaping accessibility and user engagement. Overall, the study shows that the effectiveness of digital support measures is less a matter of formal policy implementation and more dependent on local contextual conditions. These findings provide valuable insights not only for social researchers working on digital inclusion and social exclusion, but also for policymakers and stakeholders seeking to design initiatives that effectively address these challenges.

Mino Novello

Post-doc researcher within the Social Policy Lab of the Department of Architecture and Urban Studies at Politecnico di Milano. Mino earned a PhD in Applied Sociology and Methodology of Social Research at the University of Milano-Bicocca, focusing on mixed methods in social inquiry. Their current research addresses the digitisation of public services and risks of social exclusion for older adults. Previously, they participated in interdisciplinary projects on e-health and family well-being and contributed to national research on school-to-work transitions. Since 2023, they have been a member of the research group Ageing Societies (https://ageingsocieties.unimib.it/).