As time progresses, there is more reliance on the newly emerging technologies to facilitate the delivery of social services. Artificial intelligence (AI) and robotic process automation (RPA) are making changes in how agencies govern. These technologies have optimized processes, improved operations and increased service availability leading to better governance. More specifically, AI and RPA are changing the dynamics of programmatic service provision such as SNAP (Supplemental Nutrition Assistance Program), hence allowing agencies to serve the community better at lower costs and quicker turnaround times.
A seasoned professional, Deepka Rikhi, is actively transforming this scenario, working on automating several aspects. She has gained the confidence of government agencies over the years and is now implementing technologies that aim at improving productivity and service provision. Rikhi has highlighted the challenges that come with social benefit systems, and as a specialist in operational rules and actions, she has come up with ways of solving complex problems associated with operational transformation. For instance, Verification Mapping helped with the management of documents that were provided. By ensuring that the documents presented for a case are accurately mapped in the case management system, the case workers can focus on more productive activities rather than looking for lost documents.
Project Mid Cert straight-through processing is another impactful initiative led by her. By using optical character recognition (OCR) and web APIs, social agency can automate the processing of mid-certifications that report no changes. This would allow caseworkers to focus their expertise on more complex cases, thereby increasing overall productivity. Additionally, she recommended that the best way to use RPA is to integrate two systems through RPA. One of her projects in the pipeline is to create tasks based on call centre inputs, which will help caseworkers prioritize their workload effectively.
As an industry leader, she has also contributed to the academic discourse surrounding social benefit delivery through her published works including "Revolutionizing Social Benefit Delivery: AI with Human Touch," and "Chat Bots for Social Service: A New Way to Reach Constituents." These contributions underscore the potential for technology to bridge gaps in service delivery. Such advancements illustrate how strategic implementation of technology can lead to more effective use of human resources.
However, these initiatives were hindered through various complexities. Initially, it appeared that applications were not being processed in a timely manner, but the root causes were multifaceted. So, Rikhi undertook a comprehensive analysis, examining not only the technological aspects but also interviewing stakeholders and mapping user journeys. This thorough investigation revealed various delays caused by clients, caseworkers, procedures, and technology, providing a clearer understanding of the systemic issues at play.
By exploring the “art of the possible” through emerging technologies, opportunities for digital transformation can be identified that enhance timeliness and minimize procedural errors. These insights have led to strategic changes that not only improve operational workflows but also ensure that vulnerable populations receive the support they need without unnecessary delays.
“The private sector is aggressively leveraging emerging technologies like AI, RPA, and IDP, etc. The public sector needs to act now to avoid any technology debt.” Rikhi said. It is essential for government agencies to invest in AI to provide timely services to constituents, particularly for vulnerable populations who rely on social benefits. Technologies such as chatbots can facilitate smoother application processes and eligibility reviews, while tools like intelligent document processing (IDP) and RPA can automate routine tasks, allowing caseworkers to focus on areas requiring their expertise.
The intersection of emerging technologies and social benefit delivery presents an exciting frontier for innovation. As government agencies navigate this complex landscape, professionals like Deepika Rikhi who understand both the operational intricacies and the potential of digital transformation will be significant in driving meaningful change. By prioritizing technology integration, the public sector can enhance its service delivery, ensuring that support reaches those who need it most in a timely and effective manner.
This content is produced by Menka Gupta.