This chapter provides strong empirical evidence, both quantitative and qualitative, concerning the use, relevance and impact of digital technology on social innovations for social services, and develops some underpinning conceptual frameworks for understanding this impact. It draws on a wide range of literature plus an examination of 30 successful in-depth case studies in which ICT is a major feature. The chapter analyses the role of ICT in social service value chains, in communities and social capital formation, the network effects, as well as the governance, operational and strategic considerations, drivers, barriers, and policy implications.
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