The interaction between different actors has been studied, where the importance of digital technology in expert work has been examined from the perspective of actor network theory. The idea is very similar to the systemic review research reveals that the role of digital technology should be viewed specifically as an activity that arises in relationships, and not as a characteristic of any individual actor. Expanding this perspective to the examination of the introduction of digital technology could bring new information about the challenges and opportunities of implementation as part of a broad social field.
Based on our own experience, we think that often a successfully established technology solution is a tool that is put into use for its obvious benefit and ease of use and without even really thinking of it as a tool. The development of technology in itself requires multidisciplinary cooperation, and in order to reach the desired result described above in the development of technology, it requires a good knowledge of the process and the actors involved in the use of the tool. In other words, it is of primary importance to involve actors in the technology development work. This requires not only identity work from actors, but also a shake-up in the structures. The desire of experts in the field to develop technology and develop into technology experts is easily left behind by structural and dysfunctional systems.
In addition to the above, we have found that the introduction of technology is held back by the lack of a clear operating model around it. Technology may be accepted as a part of everyday work with an open mind, but its full potential cannot be utilized if there are no clear new operating models for utilizing it. So it is not enough to know how to use technological devices, if the benefit they bring has been considered and the technology has been systematically integrated into the service. Mere measurement does not make anyone happy, unless the measured information is utilized.
In addition to learning how to use the product, you should think about the operating model in which the product is used. Secondly, the unfinished multi-tasking of social security sectors slows down and prevents the emergence and sharing of good practices and operating models, and thus the utilization of technology. Dysfunctional cooperation poses a risk to service integration, service process progress and technology implementation. Secondly, the unfinished multi-tasking of social security sectors slows down and prevents the emergence and sharing of good practices and operating models, and thus the utilization of technology.