Administrative Literacy in the Digital Welfare State: Migrants Navigating Access to Public Services in Finland

Abstract

The digitalisation of public services brought challenges for their access and use. This article looks at the migrants as claimants of the public services to analyse the problems with the digital delivery of public services. The previous research recognised the various resources, such as digital skills and administrative literacy, needed for the successful use of digital services. However, the role of administrative literacy has not been studied in linguistically and culturally diverse contexts, such as migration. This article draws on the qualitative study of Russian-speaking migrants in Finland. By analysing the perspective of the service users, it describes in detail the requirements that people with migrant backgrounds try to meet to gain access to social protection. Findings demonstrate the multiple obstacles that burden or prevent access to entitlements.