Beyond Access: Rethinking Refugee Integration through Information Systems

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, usersensitive, and capable of fostering integration, dignity, and resilience for displaced populations.