Navigating digital transformations: A comprehensive analysis of innovation strategies in european social services

This cross-national, multi-case study dissertation utilizes mixed methods to examine innovation models underlying digital transformations within European social service agencies. The research draws on data from secondary sources, semi-structured interviews and focus groups with over 100 participants from human services departments across 10 European countries representing contrasting domain contexts. Initial analysis of secondary data on recent technology deployments categorizes country and domain-level patterns in adoption rates and tools prioritized based on a conceptual framework integrating technology acceptance, e-government, and public administration scholarship. Countries and domains are clustered based on common innovation trajectories reflected through automated indicators like number of new digital tools introduced annually and service functions shifted online. Further qualitative insights into transformation motivators, mechanisms and outcomes are garnered through 30 in-depth interviews with leaders from agencies representing varied adoption levels. Eight multi-stakeholder focus groups across four countries delve deeper into digitization experiences across domains to highlight change catalysts, capabilities and barriers. A comparative analysis framework maps domains and countries to contrasting innovation models based on internal and external change stimuli which shape pathways for overcoming common hurdles and progressing technology assimilation. Implications are derived for policymakers and practitioners seeking to advance context-appropriate, sustainable digitization of European social safety nets.