Navigating digital encounters: insights from frontline professionals on public service delivery

Purpose Digitalization is transforming public service delivery, potentially increasing efficiency and availability but risking excluding vulnerable people with weak digital skills. Despite technological advances, frontline professionals remain a crucial element of service value creation, as many services require human interaction, even if it is digitally mediated. This study surveys frontline professionals to capture their experiences and assess whether digital encounters meet their clients’ needs. Design/methodology/approach The dataset comprises 15 interviews with professionals assisting migrant clients. The data were analysed using abductive thematic analysis, utilizing viewpoints about the digital divide and digital public services from previous literature. Findings The study emphasizes three pivotal elements inherent in digital public encounters with migrant clients: (1) a high administrative burden due to clients’ weak technological competency, Finnish skills and knowledge of the local public service system, (2) the importance of interpersonal trust and (3) the shifting and pressurized role of the professional. Originality/value The main novelty of this study lies in illustrating that administrative burden and trust are interconnected. This study contributes to public management research by enhancing the understanding of digital public service development. It provides crucial insights from frontline professionals, which could pave the way for applying technology to public services to benefit all citizens, including vulnerable populations.