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dc.contributor.authorFugletveit, Ragnhild
dc.contributor.authorLofthus, Ann-Mari
dc.date.accessioned2021-12-01T07:24:02Z
dc.date.available2021-12-01T07:24:02Z
dc.date.created2021-08-06T11:10:02Z
dc.date.issued2021
dc.identifier.citationNordisk välfärdsforskning | Nordic Welfare Research. 2021, 6 (2), 77-92.en_US
dc.identifier.issn2464-4161
dc.identifier.urihttps://hdl.handle.net/11250/2832220
dc.description.abstractWe explore the shift from desk to digital services in the Norwegian Labour and Welfare Administration (NAV). This organizational shift is part of the “Channel Strategy”, which aims to route service users through multiple choices of media channel in NAV. The research question is: How do NAV service users with mental health challenges and co-occurring disorders experience the digitalization of NAV’s services? Our methodological framework is a bottom-up perspective. Our empirical sample consists of qualitative interviews with 25 service users with co-occurring disorders and challenges with mental health problems who have extensive knowledge of and experience using NAV’s services. The findings indicate a shift towards what we have termed “faceless interaction”, which refers to interactions related to users, frontline workers and the welfare system, as well as to how users respond to mediation in a digital context. In this integrated circuit, humans are responding to the terms set by technology; human interaction related to user involvement and responsibility is less prominent. The conclusion indicates that a shift towards digital social services in NAV requires new forms of skill and communication among both frontline workers in NAV and users with mental health challenges and co-occurring disorders. Keywords: Digitalization, co-occurring disorders, service user involvement, social interactions, cyborg bureaucracy
dc.language.isoengen_US
dc.relation.urihttps://www.idunn.no/nordisk_valfardsforskning/2021/02/from_the_desk_to_the_cyborgs_faceless_interaction_in_the_n
dc.rightsNavngivelse-Ikkekommersiell 4.0 Internasjonal*
dc.rights.urihttp://creativecommons.org/licenses/by-nc/4.0/deed.no*
dc.titleFrom the desk to the cyborg’s faceless interaction in The Norwegian Labour and Welfare Administrationen_US
dc.typePeer revieweden_US
dc.typeJournal articleen_US
dc.description.versionpublishedVersion
dc.source.pagenumber77-92en_US
dc.source.volume6en_US
dc.source.journalNordisk välfärdsforskning | Nordic Welfare Researchen_US
dc.source.issue2en_US
dc.identifier.doi10.18261/issn.2464-4161-2021-02-01
dc.identifier.cristin1924343
cristin.ispublishedtrue
cristin.fulltextoriginal
cristin.qualitycode1


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Navngivelse-Ikkekommersiell 4.0 Internasjonal
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