Use of Information and Communications Technology in Family Services and Its Perceived Benefits amid the COVID-19 Pandemic in Hong Kong—Jockey Club SMART Family-Link Project

Hilary Pui-Yee Ho, Agnes Yuen-Kwan Lai, Ricky Yu-Kwong Kwok, Tai-On Kwok, Edward Chow, Teresa Yip, Wai-Yan Tang, Kam-Wing Leung, Eliza Lam, Kam-Yin Lam, Terry Shuk-Yin Tsui, Wai-Fong Lok, Pui-Wah Yam, Shuk-Fong Wong, Chiu-Man Wong, Kerin Kwok-Wing Cham, Bonny Yee-Man Wong, Sai-Yin Ho (), Man-Ping Wang () and Tai-Hing Lam
Additional contact information
Hilary Pui-Yee Ho: School of Public Health, The University of Hong Kong, Hong Kong
Agnes Yuen-Kwan Lai: School of Nursing, The University of Hong Kong, Hong Kong
Ricky Yu-Kwong Kwok: Department of Electrical and Electronic Engineering, The University of Hong Kong, Hong Kong
Tai-On Kwok: Technology-Enriched Learning Initiative, The University of Hong Kong, Hong Kong
Edward Chow: Technology-Enriched Learning Initiative, The University of Hong Kong, Hong Kong
Teresa Yip: The Hong Kong Catholic Marriage Advisory Council, Hong Kong
Wai-Yan Tang: Hong Kong Sheng Kung Hui Welfare Council Limited, Hong Kong
Kam-Wing Leung: Hong Kong Christian Service, Hong Kong
Eliza Lam: Caritas-Hong Kong, Hong Kong
Kam-Yin Lam: Tung Wah Group of Hospitals, Hong Kong
Terry Shuk-Yin Tsui: Hong Kong Children & Youth Services, Hong Kong
Wai-Fong Lok: Hong Kong Family Welfare Society, Hong Kong
Pui-Wah Yam: The Neighbourhood Advice-Action Council, Hong Kong
Shuk-Fong Wong: Christian Family Service Centre, Hong Kong
Chiu-Man Wong: St. James’ Settlement, Hong Kong
Kerin Kwok-Wing Cham: International Social Service Hong Kong Branch, Hong Kong
Bonny Yee-Man Wong: School of Nursing and Health Studies, Hong Kong Metropolitan University, Hong Kong
Sai-Yin Ho: School of Public Health, The University of Hong Kong, Hong Kong
Man-Ping Wang: School of Nursing, The University of Hong Kong, Hong Kong
Tai-Hing Lam: School of Public Health, The University of Hong Kong, Hong Kong

IJERPH, 2022, vol. 19, issue 23, 1-14

Abstract: Introduction: We examined information and communications technology (ICT) use in family services and its perceived benefits and barriers amid the COVID-19 pandemic in Hong Kong. Methods: We invited all family service social workers of 12 NGOs to complete an anonymous online questionnaire in May 2020 (Part A) and a management representative from each NGO to provide written feedback on ICT use in January 2021 (Part B). Results: In Part A, of 255 respondents (response rate: 67.3%), perceived ICT use in conducting programmes, groups, casework and preventive family programmes showed net increases of 33.9–54.5%; perceived ICT use in different work processes showed net increases of 18.8–48.6%. The three most common perceived benefits were “providing another option to service users” (74.2%), “more convenient service” (60.2%) and “maintaining normal service” (59.7%). In Part B, 12 management representatives consistently reported positive impacts of ICT use on family services. They shared actionable strategies (e.g., ICT skill-related training) and concerns about data privacy and management. Conclusions: ICT use in family services markedly increased amid the COVID-19 pandemic in Hong Kong. It helped make the services more accessible especially when the pandemic restricted face-to-face services.

Keywords: information and communications technology; COVID-19; family services; pandemic; perceived benefit; Hong Kong (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2022
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