ABSTRACT
This chapter provides an overview of the change towards digitalized healthcare, which radically influences the relationship between professionals and citizens. It focuses on how digitalization influences service professionals. Social and healthcare service provisioning is experiencing intensive changes, which have consequences for work, such as job descriptions and competence requirements, as well as the collaboration and coordination of professional knowledge and work practices in organizations. A. Etelapelto et al. brings together the concepts of agency and professional identity. They argue that agency should be understood related to concrete aspects of professional identities and duties. One interviewee represented this kind of agentic professional competence. The digital guide and snag solver worked at a contact point, which was a small building in the suburbs. In service work, especially in healthcare and social services, the agency of an employee is related to and dependent on clients’ life situation and on employees’ workload.
