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

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.