Digitalization of welfare organizations for persons with intellectual disabilities: between democratic ideals, legitimacy and institutional logics

Abstract

Information and communication technology (ICT) and digital media are less accessible for persons with intellectual disability (ID) but are important for citizenship. The aim was to conceptualize officials understanding of ICT usage among people with ID, and to analyze the possible influence of this understanding on the provision of services for people with ID. A qualitative study was conducted, using semi-structured interviews with municipal officials and politicians in the disability service area. Thematic analyses were conducted. ICT use is understood as an arena for democratization. Findings also illustrate the tension between integrity and protection as well as between legal and moral aspects of digital transformation in service provision. This understanding of digitalization is permeated by an individualized approach but conditioned by organizational issues. Disability services can be understood as undergoing digital transformation where regulative and normative elements in this area need to be harmonized to facilitate digitalization successfully. Points of interest This study examines politicians’ and officials’ perceptions of the digitalization of intellectual disability services. This is important as it influences the possibility for persons with ID to be online. Digitalization is understood to enable democratization in terms of participation in decision-making, and social activities, and to ‘be a part of society’ but the support and structure to be online are under construction. The article suggests that the process of digitalization is also about the responsibility of its provision and use, laws, and of morals, and integrity.