Unveiling the Invisible: Caseworkers’ Data Work in a Public Welfare Organization
Pages 169 - 185
Abstract
The public sector is undergoing a transformation characterized by the increasing adoption of digital technologies, commonly referred to as digital government. Within this context, caseworkers who manage citizens seeking benefits from welfare organizations play a crucial role in providing public services to citizens. As digital technologies increasingly shape decision-making processes, their work now encompasses a significant amount of data work, involving understanding, managing, and producing citizens’ data through meticulous documentation. Caseworkers are in charge of providing high-quality services to citizens in need. To do so, they navigate a complex web of regulations and utilize various digital systems that generate many invisible tasks. In this study, we aim to shed light on caseworkers’ data work. We conducted a qualitative case study in a Scandinavian welfare agency, focusing on caseworkers’ utilization and production of documentation. Our findings reveal that caseworkers’ data work is articulated through three work practices mandated by the complex context. We abstracted these practices into two classes of invisible work activities that significantly impact their daily responsibilities. By unveiling these hidden aspects, we contribute valuable empirical insights to policymakers and emphasize the importance of data work and invisible work concepts in the field of digital government.
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Published In
Sep 2024
494 pages
ISBN:978-3-031-70273-0
DOI:10.1007/978-3-031-70274-7
© IFIP International Federation for Information Processing 2024.
Publisher
Springer-Verlag
Berlin, Heidelberg
Publication History
Published: 03 September 2024
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