Policy rationales for electronic information systems : an area of ambiguity

Child welfare and protection (CWP) has engaged in the introduction of Electronic Information Systems (EIS), such as electronic recording, assessment and decision- making tools. It has been argued that EIS have adverse consequences in which gov- ernments are conceived as homogeneous entities that install EIS for self-interested purposes. Consequently, research focuses on how social workers evade/reshape the sometimes pernicious effects of EIS. Insufficient attention has been given to the gov- ernmental perspective and to why governments install EIS. In this article, we contrib- ute to this debate by performing semi-structured interviews with policy actors (directors, policy advisers and staff members) in the field of CWP in Flanders. Asked about their rationales for installing EIS, they spoke of administrative, policy, care and economic reasons. However, while advocating these EIS, they also expressed a critical attitude concerning the usefulness of EIS, hoping that practitioners would move back and forth between governmental demands and day-to-day realities, to establish a more responsive social work. This ambiguous situation in which policy makers seem to be both strong supporters and critics of EIS at the same time is captivating, since it seems no longer necessary to perceive governments as a homogeneous bogeyman and social work as a victim

Documenting practices in human service organisations through information systems : when the quest for visibility ends in darkness

Over the last decades, transparency about what is happening on the ground has become a hot topic in the field of social work. Despite the importance of transparent social work, the realisation in practice is far from obvious. In order to create this transparency for a diversity of stakeholders, legislative bodies and human services increasingly rely on so-called electronic information systems. However, it remains unclear how frontline managers make use of these systems to create this transparent practice and which obstacles they might experience in doing so. Based on empirical data collected in Flanders (Belgium), we argue that frontline managers as well as practitioners, when confronted with the obligation to use electronic information systems to document their actions and create transparency, find a beneficial element in using such a tool for the purpose of transparency. However, we also argue that the idea of transparency through documenting human service practices by the use of electronic information systems seems to be nuanced, as tension or ambiguity occurs in daily practice. Our data show that many aspects of the service user’s life story become invisible because the documenting system is unable to grasp its complexity, resulting in a lack of transparency