Implicazioni etiche e sfide professionali nell’utilizzo di tecnologie digitali nei servizi sociali

The article explores the ethical implications and professional challenges posed by the integration of digital technologies in social services, with particular attention to the Lombardy region since the beginning of the COVID-19 pandemic. Digital technologies have accelerated a transformation in social intervention methods, improving services for some individuals and for professionals but raising at the time ethical dilemmas related to privacy protection and adherence to social justice principles. This research uses a qualitative methodology, analyzing the experiences and perceptions of social workers through semi-structured interviews and focus groups. Three key themes emerge from the study: (1) challenges related to confidentiality in digital communications, often occurring in home environments with limited privacy; (2) digital exclusion, which restricts access to services for the most vulnerable populations, thereby exacerbating existing inequalities; (3) maintaining professionalism online, complicated by the nature of digital tools. The article suggests the need for new ethical guidelines and targeted training to ensure the conscious use of ICT, promoting ethical and inclusive social intervention. The findings indicate that adopting these technologies requires a structured reflection on professional standards and requires the construction of a «digital culture», which is essential to guarantee the quality and equity of social services in an increasingly digitalized era.