The EPIC-UP webinar on inclusive digital solutions for migrant integration explored the growing role of digital tools in public service provision, highlighting both opportunities and risks. Drawing from research, policy analysis and practical experiences from across Europe, the speakers addressed both the potential and the limitations of digital innovations in supporting migrant inclusion.
Here’s what we learned.
Research and policy perspectives on digital inclusion
Jasmijn Slootjes from the Migration Policy Institute (MPI) Europe opened the session with an overview of the broader policy and research landscape. She highlighted the increasing role digital solutions are playing at different stages of the migrant integration journey. These tools range from information provision platforms to personalised support services.
However, she stressed that technology should not be seen as a silver bullet. The way digital tools are designed, implemented and monitored determines whether they contribute to inclusion or further entrench exclusion. Jasmijn identified several critical success factors, including user-centric design, ethical safeguards, protection of rights, and careful integration with existing service ecosystems. She also underlined the importance of recognising the risks of digital exclusion, biases in algorithms, and the need for human oversight in automated decision-making systems.
Showcasing practical innovations: digital solutions in action
Integreat: multilingual information and resources
Fritjof Knier presented the Integreat platform, developed by Tür an Tür – Digitalfabrik used by over 110 municipalities in Germany. Integreat offers multilingual information to migrants and refugees, helping them navigate local services more easily. The platform is designed to be simple, offline-accessible, and tailored to different municipal contexts. Fritjof emphasised the importance of close cooperation with local authorities and regular updates to content to ensure the platform remains relevant and trustworthy for its users.
REBUILD project: personalised services
Alessandro Pollini from the International Telematic University Uninettuno introduced the REBUILD project. His presentation focused on the development of ICT-enabled personalised services for migrants, built through participatory design processes.
Alessandro explained that co-creation with migrants was central to REBUILD’s methodology, aiming to ensure that technological solutions responded to real needs. He detailed some of the key challenges encountered, such as linguistic and technological literacy gaps, diverse user requirements, and the need for visual languages to improve accessibility.
The REBUILD project adopted a cautious approach to AI, using rule-based chatbots and hybrid matchmaking systems to provide reliable information and service recommendations while maintaining control over the content and interactions.
VoxApp: real-time interaction for inclusive governance
The session continued with insights from Pacôme Le Rouge on the VoxApp initiative. VoxApp is a participatory digital platform designed to enable real-time interaction between citizens and public authorities.
Pacôme explained how the platform aimed to create more inclusive public decision-making processes by facilitating feedback loops and ensuring that all citizens, regardless their background, could voice their needs and concerns in an accessible way. He stressed the need to design platforms that are easy to use, protect user privacy, and promote active citizenship.
Reflections on digital rights and city governance
The panel discussion was opened by Léa Lebon, Digital Rights and City Cooperation Consultant at the Cities Coalition for Digital Rights. Drawing on examples from cities such as Amsterdam, Barcelona, Bordeaux and Espoo, she outlined four key areas where the use of digital technologies carries both opportunities and risks: data protection and privacy, biases and discrimination in technology, trust in public services, and digital skills and literacy.
She pointed out that many cities are taking concrete steps to address these challenges, such as developing privacy-friendly technologies, conducting data protection impact assessments, investing in digital literacy programmes, and engaging migrant communities directly in the design of services.
However, she also warned that without careful governance and strong ethical standards, digitalisation can reinforce existing inequalities and undermine trust in public institutions.
Cross-cutting messages and strategic takeaways
Several cross-cutting messages emerged from the webinar discussions. Digital tools can play an important role in improving access to services for migrants, but they must be developed and implemented carefully, with attention to inclusivity, rights protection and ethical concerns. Co-creation and participatory design processes are critical for ensuring that digital solutions meet real user needs. At the same time, cities and service providers must remain vigilant about the potential unintended consequences of technology use, including digital exclusion, surveillance risks and algorithmic biases.
The speakers collectively emphasised that technology should complement, not replace, human interaction in public services, acknowledging that not all migrants and refugees are in possession of a phone or have access to a laptop or electricity. Strengthening digital skills and trust among migrant communities is essential to making digital inclusion a reality.
Moving forward, collaboration between migrants, local authorities, researchers, technology providers and civil society will be key to developing digital solutions that truly support integration and social inclusion.
Takeaways in a nutshell
Digital tools are changing the way cities and organisations support migrant integration, but they must be inclusive, rights-based, and locally relevant. The EPIC-UP webinar brought together policymakers, researchers and practitioners to share insights. Some key takeaways include:
- Digital solutions are increasingly central to migrant integration, responding to service gaps, limited public resources, and the need for tailored support tools. However, their use must be intentional and inclusive.
- Policy frameworks like the EU Action Plan on integration and inclusion support digitalisation, but gaps remain in coordination, access, and ethical implementation.
- Practical initiatives such as Integreat, REBUILD and VoxAPP demonstrate how digital tools can be made accessible and locally relevant, especially when developed with input from migrants and service providers.
- Open source, multilingual, and modular platforms help reduce digital fragmentation and allow local adaptation while maintaining efficiency and transparency.
- Risks such as digital exclusion, misinformation, and bias in algorithmic systems require structured safeguards, ongoing monitoring, and alignment with human rights standards.
- Cities are playing a leading role in setting rights-based governance approaches, balancing innovation with privacy, accessibility, and trust-building.
- Co-creation with migrants, investment in digital skills, and hybrid delivery models combining online and offline access are key strategies for ensuring digital solutions support inclusion rather than reinforcing exclusion.
Watch below the recording: