<i>Inaccessible Possibilities</i>: experiences of using ICT to engage with services among young persons with disabilities

Liaaen, Janne Marita; Ytterhus, Borgunn; Söderström, Sylvia

doi:10.1080/17483107.2021.2008530

Cited by 4 publications

(6 citation statements)

References 26 publications

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“…Although digital follow‐up is perceived as useful, unclear information was identified as a barrier. Previous research suggests that young people value digital services (Liaaen et al, 2021; Mishna et al, 2015; Norwegian Labor and Welfare Administration, 2022), our qualitative data also showed frustration with digital services. For example, some respondents expressed difficulties with understanding and interpreting information in digital channels, calling for more face‐to‐face interactions.…”

Section: Discussionsupporting

confidence: 65%

“…Young employment seekers are often expected to be digital, as these persons grew up using web sites, chats, and apps. Indeed, research shows that young clients often value digital public services (Liaaen et al, 2021; Mishna et al, 2015). These clients can even put pressure on public services to become more digital, as their extensive use of digital technologies creates new expectations of available services (Mearns et al, 2015).…”

Section: Introductionmentioning

confidence: 99%

“…Before the digital dialogue was introduced, clients often had to contact their counsellors through intermediaries (e.g., workers at the call centre or office reception), meaning that the digital dialogue makes counsellors more available to digital clients (Løberg, 2021). Overall, research shows that both counsellors and clients seem pleased with the digital dialogue (Liaaen et al, 2021). While the digital dialogue provides a direct line of communication, it is asynchronous, meaning that there is a time delay in the interaction.…”

Section: Introductionmentioning

confidence: 99%

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Predictors of satisfaction with digital follow‐up in Norwegian Labor and Welfare Administration: A sequential mixed‐methods study

Finne¹,

Sadeghi²,

Løberg

et al. 2023

Soc Policy Adm

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This study examines predictors of satisfaction with digital follow‐up among young people in the Norwegian Labor and Welfare Administration (NAV). A total of 1195 young employment seekers were recruited across Norway. Participants completed a cross‐sectional online survey comprising demographic questions, general questions on service quality, digital services, and open‐ended questions on their experiences with NAV. Using a mixed‐methods approach, we developed hypotheses derived from qualitative open‐ended text fields and tested these assumptions with quantitative analyses. Results revealed three themes related to satisfaction (information, response time, and impersonal contact), and multiple linear regression identified perceived response time, language comprehension, and information as predictors. Perceived response time was found to be the strongest predictor. We suggest that clients' perceptions of response time may be influenced by their service expectations, and service expectations may be shaped by the application of digital technologies. Hence, clarification of expectations may be of importance in digital follow‐up of young people. Finally, this study underscores the importance of clear and understandable information to reduce digital exclusion. We suggest that these changes should occur in collaboration with user‐panels.

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Section: Discussionsupporting

confidence: 65%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Predictors of satisfaction with digital follow‐up in Norwegian Labor and Welfare Administration: A sequential mixed‐methods study

Finne¹,

Sadeghi²,

Løberg

et al. 2023

Soc Policy Adm

View full text Add to dashboard Cite

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“…To overcome the challenge of inadequate skill sets, participants adopted various strategies that included improvising and self-sacrifices by relying on text messaging among clients and supporting clients financially to keep the job going. This also shows the opportunities that the use of technology can present to reduce challenges in SRH healthcare delivery to PwDs [ 57 ]. The emphasis on self-sacrifice is similar to earlier studies on caring for PwDs [ 48 , 58 ].…”

Section: Discussionmentioning

confidence: 99%

“Sex Should Not be Part of the Lives of Persons with Disabilities, but They Are Human Beings too”: Perceptions of Healthcare Providers and Factors Affecting Service Delivery in Ghana

et al. 2023

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Persons with disabilities (PwDs) constitute about 16% of the global population and face many challenges in every society, including access to sexual and reproductive healthcare. The attitudes of healthcare providers (HPs) exert a major influence on PwDs accessing sexual and reproductive healthcare (SRH). A sequential explanatory mixed methods design was used to investigate the attitudes and perceptions of HPs towards PwDs and SRH delivery in Ghana’s Ashanti region. Quantitative data analysis indicated that overall, 82% of HPs had received information on disability-related issues and had relatively positive attitude towards PwDs, which varied across sub-scales of the Attitude Towards Disability score and associated with their sociodemographic characteristics. HPs faced several challenges in SRH services delivery to PwDs, which included a lack of funding and training, and inadequate staff. Inductive thematic analysis of the qualitative data revealed eight overarching themes. The findings revealed that HPs had prejudice about the mental and sexual health abilities of PwDs. Inadequate skill set, inadequate resources, and limited funding were major challenges identified. Nonetheless, compassion and benevolence towards PwDs, improvision, economic and educational support, awareness creation, and referrals were strategies adopted to overcome these challenges. Mandatory training of HPs is recommended to ensure improved SRH service delivery to PwDs. Future research could explore the perceptions and coping strategies of PwDs.

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“…In this context, the public sector has an important role to play in stakeholder uptake and use of digital services [ 16 ]. Ensuring more democratic access to digital services [ 17 ] and preventing the most vulnerable from being excluded [ 18 ] requires technologies that are designed to be more accessible and inclusive.…”

Section: Introductionmentioning

confidence: 99%

Technologies and social services. An overview of technology use by users of social services

et al. 2023

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Information and communication technologies have significantly transformed the way advanced societies interact, produce, deliver services and consume resources. All walks of life are now touched by these technologies. However, compared to other areas of society, digital penetration is much lower in the development of and access to social services. The main objective of this paper was to find out what technological devices are used, how they are used and the way citizens interact with public bodies using technology to deliver social services. This has been part of a wider project on innovation in social services using participative methodologies centred on the development of local Hubs. The findings reveal a digital divide in technology-enabled access to social services that excludes the very people most in need of benefits and support.

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Inaccessible Possibilities: experiences of using ICT to engage with services among young persons with disabilities

Cited by 4 publications

References 26 publications

Predictors of satisfaction with digital follow‐up in Norwegian Labor and Welfare Administration: A sequential mixed‐methods study

Predictors of satisfaction with digital follow‐up in Norwegian Labor and Welfare Administration: A sequential mixed‐methods study

“Sex Should Not be Part of the Lives of Persons with Disabilities, but They Are Human Beings too”: Perceptions of Healthcare Providers and Factors Affecting Service Delivery in Ghana

Technologies and social services. An overview of technology use by users of social services

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