Designing a life that fits: virtual disability services as a doorway to inclusion under the UNCRPD
Access to the online world opens a door for disabled people to participate in social and cultural life in a way that works for them: they can design a life that fits them, rather than needing to fit their lives into services. People can work, join groups, classes or attend appointments from home, without long or tiring travel. This can be especially helpful for people who live in rural areas, have mobility difficulties, or rely on others for transport. Being able to log in from home can make the difference between taking part and not taking part at all.
Instead of fitting into fixed timetables, people can join sessions that suit their energy levels, support needs and interests. Virtual spaces can host peer groups, advocacy meetings, creative projects and learning opportunities that might not fit easily into traditional day services. They also make it easier for people to get accessible information about shaping the future of disability policy, participating in consultations and campaigns, so that "nothing about us without us" becomes part of daily practice, not just a slogan. This flexibility exemplifies a relational approach to sustaining connection and meaning in people's lives (1). This fits with the move towards relational public services, which the Irish government is committed to advancing as an antidote to transactional approaches (2): here virtual services have a key role in supporting people to design a life around what matters to them, rather than the KPIs and targets that currently determine the design of services. An exemplar is the ConnectAbility project, a two-year programme run by Enable Ireland and funded by the HSE.
In-person contact is still vital for many people, for relationship-building, for certain therapies, and for those who cannot or do not want to use digital tools. Together, virtual and in-person supports can work together as a blended approach. For example, someone might attend a centre one or two days a week for hands-on support, and use virtual sessions on other days to stay connected, continue learning, or take part in meetings from home. Having both options can reduce cancellations, offer backup when travel or health issues arise, and help people to keep continuity in their supports.
Designing a life around digital inclusion
To work well, virtual services need good digital assistive technology: accessible devices, software, and platforms. At the same time, they help build skills and confidence in using these tools among both staff and service users. They can also show how different parts of the system, health, social care, education and community services, can work together in a more joined-up, person-centred way. This supports Ireland's move towards a rights-based approach, in line with the UN Convention on the Rights of Persons with Disabilities (3). The WHO Assistive Technology Capacity Assessment for Ireland (4) report looks at how well Ireland provides assistive technology, such as wheelchairs, hearing aids, communication devices and digital tools. It uses a "5P" framework: people, policy, products, provision and personnel.
Virtual services are closely linked to all of these areas. Virtual services only support inclusion if people can actually get online and use the technology. Cost, poor broadband, lack of suitable devices, and inaccessible design can all get in the way. That is why virtual services must go alongside investment in equipment, internet access, and training for staff and for people using services. The WHO report on Ireland highlights the need for a more coordinated national system for assistive technology, better funding, stronger leadership and more skilled staff.
When these foundations are in place, virtual services can also offer better value for money. They can reduce travel and transport costs, cut down on building and overhead expenses, and make it possible for staff to reach more people in different locations in a typical day. This can mean using resources more efficiently while still improving quality and reach.
If Ireland follows the WHO recommendations, virtual services can become a normal, long-term part of how support is offered: used well, they can bring specialists into people's homes, connect people across the country, and open up new ways to learn, work, socialise and lead. In this way, virtual services are not just another option on a list. They are a practical path for people to design a life of their choosing and for Ireland to design service options based on relational services, where the right assistive technology and the right support are available to everyone who needs them.
For further information see here.
Joan's Ph.D focused on the development of virtual disability services. She is a Strategic Learning Partner with the ConnectAbility project run by Enable Ireland and funded by the HSE.
References
1. O'Donnell, J., Desmond, D., & MacLachlan, M. (2025). Learning from innovative staff practices that led to virtual disability services using the lens of Complex Adaptive Systems. Disability & Society, 40(8), 2127-2152. See also Fortune, J., Manikandan, M., Harrington, S., Hensey, O., Kerr, C., Koppe, S., et al. (2024). Understanding the use of digital technologies to provide disability services remotely during the COVID-19 pandemic; a multiple case study design. BMC Health Services Research, 24(1), 323.
2. Department of Public Expenditure, NDP Delivery and Reform. (2024). Serving communities, connecting people: A relational public service approach. Government of Ireland.
3. United Nations. (2006). Convention on the Rights of Persons with Disabilities.
4. World Health Organization Regional Office for Europe. (2026). Assistive technology capacity assessment in Ireland. Copenhagen: WHO Regional Office for Europe.
