DIGITAL ACCESS TO PUBLIC SERVICES: UNDERSTANDING CHALLENGES AND OVERCOMING BARRIERS

A key narrative in the modernization of public administration is the portrayal of digitalization as a solution to bureaucratic inefficiencies. By emphasizing transparency, speed, and accessibility, digital tools are often framed as a way to streamline interactions between the State and its citizens, counteracting the traditionally negative associations of bureaucracy such as complexity, slowness, and opacity. However, this perspective might overlook the fact that digital systems can still embody bureaucratic challenges, albeit in less visible forms, such as issues of digital exclusion, technical barriers, automated decision-making processes and lack of accessibility for certain social groups. In this way, while the digitalization process offers significant potential, it also demands thoughtful implementation to ensure it genuinely promotes inclusivity and equity in alignment with fundamental rights.