23 July 2026
Summary
The City of Antwerp has developed a digital customer platform, ‘My Social File ’, for the municipal social services, intended for the most vulnerable citizens. Because a significant portion of the platform’s target group has limited digital, administrative, and language skills, digital coaches support the implementation by providing hands-on assistance as clients begin using the portal. Additionally, social service professionals, particularly social workers, also play a crucial role in integrating the portal into their work. To support adoption, the implementation included a change management programme focused on helping professionals adapt to the new tool.
Organisation
City of Antwerp, Belgium
Context/ Social issues addressed
Socially disadvantaged citizens often face significant obstacles when accessing essential social services. Many clients struggle with language barriers and limited digital skills, making it challenging to navigate the administrative complexities of social service processes. This lack of knowledge often leads to uncertainty, confusion, and overwhelm as individuals try to access the support they need. Our solution, a digital customer platform ‘My Social Files’, is designed to bring peace of mind and transparency to this process. Through an inclusive digital platform, clients gain secure, direct access to their social service information and can manage their own case. To support this process, our digital inclusion coaches work closely with clients, providing guidance that helps them build confidence and a greater sense of control.
The digital inclusion activities of the coaches are not only crucial for improving the adoption of digital applications but also benefit the social integration of the clients. The skills taught during digital inclusion activities and guidance are the same skills necessary for:
- Registering for childcare or enrolling in a school
- Tracking their child's progress throughout their educational journey via an app in childcare services
- Applying for rights, benefits, or employment
- Scheduling appointments
- Managing banking transactions
My Social File also provides critical advantages for social workers facing an increasingly challenging work environment. Social workers must adapt to constantly changing legislation, often with limited resources to serve clients who are in urgent need, especially during times of crisis and increased client influx, caused by war or economic downturns. By enabling clients to access their records and key information independently, My Social File relieves social workers of some administrative tasks, making their workflow more efficient and improving their availability. This shift allows them to spend more time on meaningful, in-depth guidance for their clients, focusing on personalised support that clients need most.
Another key benefit is the potential for seamless information sharing with partner organisations over time. With the client's consent, relevant data from ‘My Social File’ can be securely shared with other support agencies, eliminating the need for clients to repeatedly recount their personal story. This streamlined approach respects clients' time, reduces redundancy, and fosters a collaborative network of care—ensuring individuals receive well-coordinated support across services.
Our case demonstrates the powerful impact of combining digital tools with personalised support services, fostering equity and trust in social services for those who need it most.
Objectives
- Transparency for clients
- Digital e-inclusion for clients
- Less paperwork/administration for our staff in the social centres
Outcomes
It has now been one year since ‘My Social File’ was rolled out in 16 social centres across Antwerp. Currently, 12% of our clients use ‘My Social File’. We have noticed a decline in staff enthusiasm. However, the clients who do use My Social File use it regularly, especially at the end of the month to check their social assistance payments. Our usage data reflects this. We have also switched to using external digital coaches who are students. We have noticed fewer referrals from clients for digital help.
Principles of the European Pillar of Social Rights
| 1. Education, training, life-long learning | 2. Gender equality |
| 3. Equal opportunities | 4. Active support to employment |
| 5. Secure and adaptable employment | 6. Fair Wages |
| 7. Transparent employment conditions | 8. Social dialogue |
| 9. Work-life balance | 10. Healthy, safe work environment |
| 11. Childcare and child support | 12. Social protection |
| 13. Unemployment benefits | 14. Minimum income |
| 15. Old age income and pensions | 16. Health care |
| 17. Inclusion of people with disabilities | 18. Long-term care |
| 19. Housing and assistance to the homeless | 20. Access to essential services |
Funding Source
- Regional Government Funds
- Local Government Funds
Links to supporting documents
www.antwerpen.be/mijnsociaaldossier
Comments and tips
Don’t forget your own staff when implementing a customer portal. Your employees might not be very digitally skilled themselves. How are they supposed to use this with their clients? Digital help for customers is almost essential for the success and adoption of a customer portal. Digital coaches make it easier for clients who are less comfortable with technology.