The Impact of Prioritisation and Eligibility Criteria on Social Services Intake Processes: An International Systematic Review (1993–2024)

This systematic review examines the impact of prioritisation and eligibility criteria on social services’ intake processes. By analysing 22 studies from nine countries over three decades, this review identifies key patterns in how these criteria influence access to social assistance. Using thematic analysis, this study highlights that automation has improved efficiency by reducing administrative costs and wait times, but has also created access barriers for older adults, migrants, and individuals with limited digital skills. Additionally, gender and intersectionality play a crucial role, with men facing stricter eligibility requirements and migrant women experiencing higher approval rates. The findings also reveal that professionals’ subjective perceptions influence decisions, introducing biases that affect equitable resource distribution. While prioritisation systems streamline service delivery, they also lead to inconsistencies across different social service centres, potentially reinforcing social inequalities. This review emphasises the need to balance efficiency with fairness, ensuring that eligibility criteria do not become exclusionary mechanisms.