Digitalization of Social Services: Problems of Theory And Practice

The article examines the problems of theory and practice caused by the process of digitalization of services provided to citizens in the social sphere. One of the most pressing issues of digitalization is examined – the digital divide or digital inequality, which is spreading in relation to socially vulnerable groups of citizens, hindering their access to information technologies due to a variety of reasons (financial situation, health status, place of residence, lack of knowledge and skills for safe interaction in the digital environment, etc.). The legal problems of transferring social services to a digital format “by default” and its constant technological complication are analyzed. It is determined that the digital divide serves as a factor hindering the development of social services and the implementation of social guarantees in the context of digitalization and, accordingly, increases the need for effective state protection of the rights of citizens in need of social assistance. It has been established that the principle of social equality and accessibility of social services is possible provided that it is extended to all citizens, without exception, which makes it possible to define such a right similar to the right of access to justice, the implementation of which is not subject to restrictions, and those citizens who cannot independently receive a social service in digital format need the help of specialists by introducing the institution of a digital curator and maintaining the ability to receive services on paper.