Collaboration Through a Computer Screen: Migrant Integration Services and the Challenges of Co‐Producing Services Online

ABSTRACT In this article, I explore the impact of shifting from in‐person to online service delivery on individual and group modes of co‐production of migrant integration services during the COVID‐19 pandemic. The study adds to the literature concerning the effects of digital co‐production on social services that rely heavily on relational interactions to build trust. Using qualitative methods, the research explores how digitalisation affects four key elements: interaction, motivation and commitment, resources and skills, and empowerment and inclusion. While digital co‐production introduces new modes of interaction that may enhance inclusion in some types of individual co‐production, it poses significant challenges for all elements of group co‐production. The study concludes that while digital co‐production may offer some benefits, its application to highly relational services with vulnerable populations is often detrimental, questioning its desirability and effectiveness in such contexts.