Over the past decade, and particularly since the outbreak of the COVID-19 pandemic, we have seen increasing use of digital technology in service provision by third and public sector organisations. But with this increasing use comes challenges. The development and use of these technologies often outpace the organisational structures put in place to improve delivery and protect both individuals and organisations.
This publication has been devised to help bridge the gaps between digital policy, process and practice to improve outcomes, and introducing kindness as a value to underpin an organisational approach.
Based on workshops with over 40 practitioners and frontline staff, the report has been designed as a starting point to support organisations open up conversations around their use of digital in delivering services. The report explores a range of technical, social and cultural considerations around the use of tech when working with individuals covering values and governance; access; safety and wellbeing; knowledge and skills; and participation.
While the project predominantly focused on the experiences of practitioners and organisations working with young people, many of the principles hold true for other sectors. The research also highlights a short set of considerations for funders, policymakers (including regulators) and online platforms.