DIGITALIZATION OPPORTUNITIES AND NECESSARY DIGITAL SKILLS IN SOCIAL LOGISTICS (SPECIFICALLY LOGISTICS IN SERVICING THE UNEMPLOYED, DISABLED AND DISADVANTAGED PEOPLE)

Abstract

The new realities associated with the entry of digitalization into all spheres of life require its active application in the provision of social services. Digitalization in the provision of social services is extremely important from the point of view of the specifics of the people using such services. It is related to their needs, the need for facilitation, shortening the time for their service, expanding access to services and providing greater opportunities for inclusion of people who need and use these services. In the provision of social services, the organization and management of logistics are extremely important, both from the point of view of the delivery of the necessary products and services to the individuals in need, and on the basis of the logistics toolkit, which provides opportunities to optimize logistics costs, which is fundamental in the conditions of resource deficit. Social logistics (in the public sector) is a multifaceted concept that includes the application of the logistics concept, based on the integration and optimization of material and human flows and their accompanying information flows, through logistics tools, to the provision of public spheres and activities that directly or indirectly are related to people's health, their quality of life and their security and safety (Banabakova, 2023, p. 145, author's definition). The logistics of serving the unemployed, disabled and disadvantaged, which ensures the provision of social services to these users, is one of the main elements of social logistics. Digitalization and the development of digital skills in the provision of social services is directly related to the digitalization of logistics in serving the unemployed, disabled and disadvantaged. The COVID-19 pandemic has shown the important role of logistics in all areas of life, including the provision of social services and healthcare. In the conditions of the pandemic, the role of logistics was life-saving. The purpose of the present study is to highlight the specifics of social services and, on this basis, to identify the need, benefits and opportunities for digitization and the development of digital skills in the provision of social services and the logistics for their implementation in order to ensure better service and respectively – a higher quality of life for people with specific needs. In the development of this article, scientific methods were used, such as critical analysis, comparative analysis, an overview of the leading authors in the researched fields, methods of collecting secondary information and methods of collecting primary information - survey methods (survey and semi-structured in-depth interview with focal groups of experts in the researched fields) and method of observation, analysis of secondary and primary information and others. The main results of the research are in the following directions: identification of the specifics and problem areas in the provision of social services in Bulgaria; substantiating the need, benefits and opportunities for digitization and the development of digital skills in the provision of social services; bringing out the main possible tools for digitalization and development of digital skills in logistics in serving the unemployed, disabled and disadvantaged people in order to improve the quality of social services provided.