Digital Taylorization of Social Service Work

Abstract

As the Canadian government shifted to a neo-liberal policy regime, social service delivery was “contracted out” to community organizations such as the Riverview Centre. The outsourcing objectives were to keep delivery costs low and to build in efficiencies by relying on new technological systems. This paper shows the problems arising from the Riverview Centre’s inadequate technology system when interfacing with advanced government networks to report on employment services provided to clients. These advanced networks centralized control of social-service labour through digital Taylorization practices. Electronic reporting tasks have been standardized and routinized such that labour processes are shaped by the digital technology systems. The delivery of employment services conceals the dual aspect of the commodification of the social workers’ labour through contract employment and technological means.