Paper Number

ICIS2025-1750

Paper Type

Complete

Abstract

This paper investigates how public information systems (IS) in Finland mediate the integration of refugees, focusing on trauma-informed design and infrastructural coordination. Drawing on 40 interviews with stakeholders across governmental, municipal, and NGO sectors, we examine how IS—ranging from residency platforms to AI-based support tools—enable or constrain access to essential services. Our findings reveal gaps in interoperability, language accessibility, and emotional responsiveness, which hinder equitable digital participation. Refugees often experience trauma-related cognitive burdens that reduce trust and usability, challenging assumptions of rational IS adoption. We extend digital divide theory by incorporating trauma-informed design principles and propose practical guidelines for building inclusive, secure, and emotionally attuned digital infrastructures. The paper contributes to IS research by theorizing the socio-technical complexities of public infrastructure in humanitarian settings, offering insights for designing systems that are not only efficient but just, user-sensitive, and capable of fostering integration, dignity, and resilience for displaced populations. Keywords: public information systems, refugee management, trauma-informed design, digital divide, humanitarian context

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Dec 14th, 12:00 AM

Beyond Access: Rethinking Refugee Integration through Information Systems

This paper investigates how public information systems (IS) in Finland mediate the integration of refugees, focusing on trauma-informed design and infrastructural coordination. Drawing on 40 interviews with stakeholders across governmental, municipal, and NGO sectors, we examine how IS—ranging from residency platforms to AI-based support tools—enable or constrain access to essential services. Our findings reveal gaps in interoperability, language accessibility, and emotional responsiveness, which hinder equitable digital participation. Refugees often experience trauma-related cognitive burdens that reduce trust and usability, challenging assumptions of rational IS adoption. We extend digital divide theory by incorporating trauma-informed design principles and propose practical guidelines for building inclusive, secure, and emotionally attuned digital infrastructures. The paper contributes to IS research by theorizing the socio-technical complexities of public infrastructure in humanitarian settings, offering insights for designing systems that are not only efficient but just, user-sensitive, and capable of fostering integration, dignity, and resilience for displaced populations. Keywords: public information systems, refugee management, trauma-informed design, digital divide, humanitarian context

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