Nowadays, there has been a remarkable transformation in the arrangements and functioning of social protection systems due to the use of technology in service delivery systems. Social protection systems and services have courted various digital channels by quite a considerable number of countries around the globe in the hope of increasing the efficiency, availability, management, as well as quality of the services in order to better cater to the needs of the population. This article analyzes the trends of digitalization in social protection systems, with a focus on service delivery mechanisms. It explores the multitude of benefits that have emerged from this digital shift, as well as the challenges and obstacles that are often encountered in the realm of providing these services. The article aims to make a positive contribution to the existing literature regarding digital transformation by exploring its positive impacts and challenges and further localizing the scope of analysis in the Armenian context.
