Welfare and technology in the network society—Concerns for the future of welfare

The last decade of explosive innovation thanks to the growth of information and communication technologies (ICT) has left the public sector, and particularly the provision of welfare services, largely unchanged. Where socialising, commerce, information finding, entertainment and travel have all undergone profound structural transformations, the workings of government have not seen a similar shift. To be sure, the pace of decision-making has been sped up, as it has elsewhere, by Blackberries, and a small number of services are delivered online. But these services are still based around their offline equivalents, and usually aim simply at cutting the costs associated with their delivery by moving online. While this will continue to be a key motivation for the digitisation of government, other more fundamental developments are set to take place which will herald new online-only services, and which will encourage radical decentralisation of power.The first part of this paper will look at the private sector's experience over the past decade for clues as to why the public sector has moved relatively slowly, and likely directions of development in coming years. We will also here present evidence from our own forecasts of the likely narrowing of the digital divide. The next two sections will then deal with future developments in more detail, firstly looking at ICT's future role in welfare service delivery, and secondly at the ways in which it might be used for greater citizen engagement, and the reshaping of power structures that will result from this. The final section will examine some conflicts that arise from this reorientation away from the centre.