Demand more from digital for the well-being of citizens
Social welfare is a core responsibility of today’s developed countries. Historically, many governments have spent a significant proportion of their budget allocation on social welfare protection. But the current cost-of-living and social housing crisis, following the disruption caused by Covid 19, has accelerated citizen demand for support. So how can governments meet the rising citizen demand for social welfare services, while simultaneously maintaining budget responsibility?
BearingPoint’s 2023 Global Social Welfare Digital Maturity Study examines the global digital service maturity of social welfare benefits across ten countries (Canada, Denmark, Estonia, France, Germany, Ireland, New Zealand, Norway, Singapore, and the UK), four digital dimensions, and six social welfare categories.
Singapore, France, New Zealand, and Denmark all scored high in Digital by Design, as they provide fully online applications, as well as real-time progress tracking. Norway’s strong performance is due to digitally optimized communication channels through chatbots routing users’ queries to relevant public servants, as well as responding to common queries.
Digital maturity is greatest in the unemployment category with a score of 81%. It scored strongly in Digital by Design and Government as a Platform due to the across- the-board presence of online applications and, in the case of Denmark, Ireland and Germany, the provision of real-time progress tracking and full mobile optimization.
While Incapacity category is the least digitally mature. Overall, countries score an average of 64% in this category, with lower scores across Estonia, Germany, Ireland and the U.K. and high scores in Singapore, Canada, and Norway.