The digitization of advice and welfare benefits services: re-imagining the homeless user

Abstract

Digitization is transforming the way in which people in England access advice and welfare benefits. Face-to-face advice provision is being increasingly replaced by telephone and online services, whilst the online application and management of benefit claims have become mandatory within the introduction of Universal Credit. This paper argues that the current shift to digitization fails to recognize the variation and complexity surrounding homeless people’s use of technology, with homeless people as technology users often placed into homogenizing categories. Based on findings from qualitative interviews and observations carried out with homeless people and voluntary sector organizations, this paper discusses the social and contextual factors affecting homeless people’s use of technology for advice and benefit purposes. The paper highlights the need for a more nuanced understanding of homeless people’s use of technology.

Keywords:

• Homelessness
• technology
• advice
• welfare benefits
• digitization

Disclosure statement

No potential conflict of interest was reported by the author.

Notes

1 On May 14, 2018 Universal Credit was replaced with a new ‘Find a Job’ online service.

2 When measured by statutory homelessness acceptances and estimated numbers of rough sleepers.

3 At the time of data collection, Universal Credit had not yet been rolled out into the local area.

4 Homelessness accommodation services will usually carry out a risk assessment of client’s behaviour and support needs.

Additional information

Funding

This work was supported by the European Research Council under Grant 284152.

Notes on contributor

Jennifer Harris completed her PhD in 2016, which explored homelessness and technology in the UK within the context of the current shift to digital advice and welfare benefit provision. Jennifer’s interest in this field stems from her previous employment in various related field, namely as a housing benefit officer, a volunteer at a Citizens Advice Bureau, and as a regular volunteer at a Christmas Shelter. Jennifer now lives in London and works as a research manager at a national homelessness charity.