Human-centered social security administrations keep the human dimension in control of decision-making. This is made possible through the insight to be gained from digital data-driven innovation in policy and governance and managerial reforms. Moreover, there are risks associated with collecting and analysing people’s digital data analysed and using it to further automate business processes. Human centricity is examined in this paper, through a human + machine approach, starting with social policy through to service delivery. Machines using AI and related technologies are designed to augment rather than replace human decision-making capability. This augmentation approach is essential in matters where discretion, compassion, reasoning, judgement, and empathy are essential for equity, fairness, and fiscal responsibility within social security administration.

To enhance the benefits from AI while minimising the adverse risks, social security administration needs to understand better the scope and depth of the risks posed and develop regulatory and governance processes and structures to address these challenges.

This working paper presents a series of vignette style case studies as examples of digitisation and/or digitalisation in the context of human centricity in social security administration.