More than 430 social workers in the child, youth, and family sectors have participated in a survey about their experiences with digital systems and data in their work. This has resulted in a report revealing that over half (59 percent) of respondents believe these systems help improve case processing and benefit citizens. Conversely, 41 percent feel that the technology complicates case handling.

Additionally, almost a third (28 percent) think that digital systems challenge their professional ethics. Thirty-five percent are neutral, while about one-third do not feel that digital systems challenge their professional and ethical standards. Peter Danholt, one of the researchers behind the survey, points out, “The systems have become an integrated and, in many ways, indispensable part of the work, but we also know from research that they contribute to changing the work and thus the way cases are handled.”

This ambiguous role of technology is highlighted in the report's findings and underscores the diverse perspectives among social workers.

Competencies are in place, but disagreements about data interpretation between management and employees

While social workers have differing views on ethical issues, most feel well-equipped to use the digital systems. Between 74 and 86 percent of the social workers feel they have the necessary competencies to work with the technology. However, disagreements arise around how management and employees interpret the same data.

Fifty-four percent of social workers believe that management understands citizens' data similarly to themselves, while nearly 40 percent are neutral, and fewer than 10 percent perceive a discrepancy between their own understanding and management’s interpretation of data. “Close collaboration between social workers and management could explain why over half feel aligned with management regarding data interpretation, with very few responding negatively. This is a positive and reassuring finding,” says Danholt.

“At the same time, it’s essential to note the significant neutral response. It’s clear that when data is interpreted differently, it can create confusion and mistrust in the organization, potentially impacting both the work and citizens’ experiences with case handling,” he adds.

Thus, digitalization and the use of data are not only about technology but also about how data is understood and applied across the organization.

Collaboration is key to ensuring future digital solutions

The report shows that the digitalization of social work offers both opportunities and challenges. To address these challenges, Danholt believes that closer cooperation between researchers, citizens, and social workers is necessary.

“We need to create a dialogue space where social workers, citizens, and researchers can shape the systems they work with together,” Danholt says. According to him, it’s about learning from each other to foster a culture where data and digital tools can enhance social initiatives without compromising professional ethics. A new research project titled Cultures of Data Collaboration, led by Danholt and funded by the Danish Independent Research Fund (DFF), also focuses on this.

“We need to build robust digital public organizations through data collaboration between professionals and citizens,” he adds. Danholt emphasizes that involving social workers is crucial to ensuring that digital solutions meet their needs and benefit citizens.

The survey confirms that digitalization is neither wholly positive nor negative but polarizing and that it fundamentally brings changes with consequences for social work—seen as improvements in some contexts and challenges in others.

Facts about the report

The report, “Social Workers' Experience with Digital Systems,” was prepared by SHAPE and Analyse & Tal in collaboration with the Danish Association of Social Workers in June 2024. The report stems from a curiosity about how digital systems and digital data impact public administration, particularly in relation to socially vulnerable citizens. It is based on survey responses from 434 social workers working in the child, youth, and family sectors.

Download the full report here (in Danish).