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From Operational Strategy to Serving the Customer: Technology and Ethics in Welfare Law

We previously wrote critically on the UK's welfare computerization programme of the 1980s and in this article we investigate the latest programme. Our argument is that welfare is being seen and is being understood in a technological context rather than a truly welfare one— that is, that the technology behind the computerization projects model views of how welfare recipients should be processed. In the 1980s, the computer model that was being applied was one of data processing (i.e. the 'business model'). In the 2000s, it is the model of computer-based communication (i.e. the 'Internet model'). But further, the new technological communication model is being effused with an ethical aspect— that those who do not communicate are lacking in socio-ethical responsibility to society, and are deemed not to be truly living up to their role as citizens.