Authors

Coles-Kemp, L., Zugenmaier, A. and Lewis, M. (2014)

About

Digital delivery of the UK welfare system to a disadvantaged community in the North East of England showed that reliance on technological security mechanisms makes underlying administrative processes less, rather than more, secure.

Rather than being regarded as a technical system, we present additional findings that suggest such a service is better conceptualised as a social system with technological elements embedded within it. We also make recommendations for service design, providers and users.