Ideals, governance and competencies: The complexity of implementing digitalisation in disability organisations.

Background: Living in the digital era, young adults with intellectual disabilities use diverse digital products, the Internet, and social media in their daily lives. However, they may need support in digital undertakings as in other aspects of life. In a disability service context, staff are primary support providers but are restricted and guided by organisational goals and strategies. Previous research has shown that staff have dual roles as support providers and executors of organisational ambitions. This study analyses the motivations and prerequisites, as well as the obstacles to the implementation of digitalisation at a strategic level of disability services. Method: Qualitative semi‐structured interviews were conducted with public officials and municipal politicians responsible for providing disability services. A thematic analysis was performed using a constructionist perspective. Findings: Three themes were identified: Intertwined ideals of digital infrastructures in disability contexts, culture of vertical governance, and developing competencies. These themes can be seen as pillars of the digitalisation of digital services at the organisation's strategic level. In addition to shedding light on specific issues, these themes reveal underlying issues relating to conceptions of support practices and organisational culture. Conclusion: Digitalisation is motivated by a desire to preserve the organisation's legitimacy and be a relevant service provider. Digital infrastructure is required for digitalisation but is lacking because of intertwined legal and moral issues. Digitalisation also appears to be hindered by organisational structures and organisational culture, whose impact greatly outweighs that of digital issues. Accessible summary: People with disabilities face problems arising from inaccessibility and lack of support with digital issues.We studied how disability organisations work on digitalisation at the strategic level.The creation of digitally inclusive disability organisations presents legal, moral, and institutional challenges.It is difficult to identify and plan for the digital competencies needed to support staff and persons with intellectual disability when implementing digitalisation.Digital competence among support staff and people with intellectual disabilities is difficult to measure and plan forImplementation at the strategic level is important because it strongly affects whether and how people with intellectual disabilities become digitally included. [ABSTRACT FROM AUTHOR]