The impacts of digital social security information system reforms on service users

We study the impacts of the digitalisation of social security on clients.

Project Duration

1.10.2026 – 30.9.2027

Source of Funding

Social Insurance Institution of Finland (Kela)

Total Funding

€95,564

In this project, we are conducting an exploratory literature review to determine what kind of impacts the reform of digital social security systems and AI-based solutions has on clients, particularly from the perspective of health insurance and rehabilitation benefits. We will focus in particular on the benefits, challenges, and potential inequalities arising from digitalization for different client groups. The study brings together up-to-date research findings on the impacts of digital social security services on clients. The findings support the development of customer-centered, accessible, and equitable services.

The Impact of the Modernization of Digital Social Security Information Systems on Clients —This project involves conducting a comprehensive literature review aimed at providing an overall picture of the impacts that the modernization of digital social security systems and AI-based solutions has on customers. The review focuses in particular on services related to health insurance and rehabilitation benefits, as well as the experiences of their users. Digitalization and the use of artificial intelligence are significantly changing the way social security operates, which is why up-to-date research data is needed on their impacts on service accessibility, usability, client participation, and equity.

The goal is to gain a comprehensive understanding of the impact that the modernization of digital social security systems and AI-based solutions will have on clients

This literature review analyzes international research literature that examines the impacts of digital social security services and artificial intelligence solutions on various client groups. Particular attention is paid to the benefits that digitalization can bring to clients, for example, in terms of service availability, ease of use, and efficiency. At the same time, the study examines challenges related to digitalization, such as digital literacy requirements, service accessibility, potential experiences of exclusion among customers, and risks that could increase inequality among different population groups.

The study also examines the potential impacts of automation and AI-based decision-making on customers’ legal protection, trust, and service experiences. The aim of the study is to identify both successful practices and key areas for improvement that should be taken into account in the reform of digital social security services.

The study supports reforming the social security system so that services will continue to meet the needs of diverse clients as effectively as possible in the future

The project will produce a comprehensive, research-based overview of the impacts of digital social security services on clients. The findings will provide decision-makers, service developers, and social security stakeholders with information on how to develop digital services that utilize artificial intelligence in a customer-centered, accessible, and equitable. At the same time, the research supports the reform of the social security system so that services continue to meet the needs of diverse clients as effectively as possible in the future.