JNSS 2025, 16(3-4):95-104 | DOI: 10.32725/jnss.2025.009

Digitalisation and social exclusion: impacts on the practice of social workers

David Urban

University of South Bohemia in České Budějovice, Faculty of Theology, Department of Social Work and Caritas Studies, České Budějovice, Czech Republic

The article addresses digital exclusion as a specific form of social exclusion, which is gaining importance in digitalising public services. Its theoretical foundations define digital exclusion as a lack of access to information and communication technologies or the absence of necessary digital skills, with special attention paid to vulnerable groups - seniors, people with disabilities, and people living in socially excluded localities. This qualitative survey, conducted in the form of semi-structured interviews with ten social workers, aims to capture specific experiences with the impacts of digitalisation on the practice and clientele of social services. Data analysis shows that the digital gulf manifests in the absence of technology or connectivity, low client confidence in change, limited digital competence, and insufficient system support. Social workers increasingly act as intermediaries between the digital state and the client - helping with online forms, explaining new processes, and ensuring access to technology. The results point to systemic shortcomings, such as low awareness, the transfer of responsibility to social services without adequate support, and increasing pressure on their capacities. Mandatory two-factor authentication and frequent technical complications in digital services emerged as significant barriers. Clients often experience frustration with unclear procedures and fear that digitalisation will deepen their exclusion. In conclusion, the article confirms that digitalisation without emphasising inclusiveness can lead to a deepening of existing inequalities. It emphasises the need to strengthen digital literacy and support mechanisms, and to provide greater systemic coordination between digitalisation processes and social services.

Keywords: Digitalisation; Inclusion; Literacy; Social exclusion

Conflicts of interest:

The author has no conflict of interest to declare.

Received: June 17, 2025; Revised: August 5, 2025; Accepted: September 30, 2025; Prepublished online: September 30, 2025; Published: December 12, 2025  Show citation