Unveiling algorithmic power: exploring the impact of automated systems on disabled people’s engagement with social services

Abstract

This article examines the impact of algorithmic systems on disabled people’s interactions with social services, focusing on a case study of algorithmic decision-making in Australia’s National Disability Insurance Scheme (NDIS). Through interviews and document analysis, we explore future visions and concerns related to increased automation in NDIS planning and eligibility determinations. We show that while individuals may not fully comprehend the inner workings of algorithmic systems, they develop their own understandings and judgments, shedding light on how power operates through the datafication of disability. The article highlights the significance of addressing epistemic justice concerns, urging a reevaluation of dominant modes of understanding and assessing disability through algorithmic categorisation, while advocating for more nuanced approaches that acknowledge disability’s embeddedness in social relations. The findings have implications for the future use of algorithmic decision-making in the NDIS and disability welfare provision more broadly.