Samband mellan digitalt utanförskap och digitala tjänster : En tematisk analys baserad på yrkesprofessionellas erfarenheter

The purpose of this study was to investigate how two different professional groups work with digital exclusion and how they perceive that digital exclusion relates to digital services. Furthermore, the purpose was to investigate how the increased digitalization in the public sector places demands on these professional groups and to what extent they believe they can meet the demands. The study was conducted with thirty semi-structured interviews evenly distributed between the two professional groups where thematic analysis was used to analyze the collected data. The thematic analysis generated eleven themes that were divided at an individual level and an institutional level: (i) lack of own interest and motivation, (ii) lack of access to information and communication technology, (iii) lack of knowledge and its consequences, (iv) technology anxiety and its hindering effect, (v) health as an obstacle, (vi) digital exclusion as a generational issue, (vii) complicated solutions do not attract new users, (viii) lack of insight into the needs of the target group, (ix) influence of developers' attitudes, (x) institutional obstacles to successful digitalization, and (xi) consequences of digital exclusion. The results showed that the respondents see a certain connection between digital exclusion and digital services, the increased demands placed on the two professional groups because of digitalization, and the results demonstrated some practical implications for further work on digital exclusion.