In an era where digital transformation is reshaping almost every industry, public service delivery is not left out of the scope. Artificial intelligence (AI) and out-of-the-box (OOTB) solutions are emerging as powerful tools for modernising health and human services agencies—while preserving and empowering their existing workforce. This transformation represents a significant shift from traditional automation approaches, focusing on enhancing human capabilities rather than replacing them.
Deepika Rikhi, a veteran in social services technology implementation with extensive experience in Cúram software deployment, has witnessed how intelligent automation can enhance rather than replace human capabilities. Her journey from a Business Analyst to roles in client solutions, project management, and pre-sales has provided insights into both the technological and human aspects of social service delivery. This comprehensive perspective has been crucial in developing solutions that truly serve agency needs while also serving the people who need the services.
Drawing from her extensive experience in social services technology implementation, she has developed an approach that bridges the gap between IT solutions and business needs. Rather than imposing technical jargon or rigid product specifications, her methodology focuses on presenting solutions in terms that resonate with social agency stakeholders. This approach has been particularly effective in major implementations across North America. Therefore, democratising the technological revolution process.
To make the integration of technology easier she reviewed the DC Department of Human Services processes to identify opportunities to leverage AI and emerging technologies and define the roadmap for the integration of the technology in a structured manner, to propose solutions where tech can help.
Her team was also selected for the Employment and Social Development Canada (ESDC) Benefit Modernization Project for the Curam product, which means they were selected to modernize and improve how Canada’s government delivers social benefits, using the software Curam.
“The key is to view AI as an enabler that augments staff capabilities rather than a replacement for human judgment,” she explains. “When properly implemented, AI takes over routine tasks, allowing caseworkers to focus on complex decision-making and meaningful client interactions.”
Another noteworthy achievement was the implementation of the Non-MAGI program (programs which focus on vulnerable populations) benefit transformation for DC. This project showcased how OOTB solutions could be integrated while maintaining clear communication with stakeholders. By presenting solutions in business-friendly terms they achieved higher adoption rates and user satisfaction.
Her research has also been published in respected journals including the International Journal of Scientific Research and Business Process Management Review, where she has identified that successful automation in social services requires a delicate balance of technological innovation and human expertise. The implementation of business process intelligence has been particularly changing, helping agencies optimize operations while maintaining their workforce. This has led to improved service delivery through better implementation of no-wrong-door policies, enhanced application processing accuracy, and more effective resource allocation.
One of the most significant achievements in this field has been the development of frameworks that allow agencies to leverage AI while increasing the efficiency of their workforce. These frameworks focus on strategic alignment with agency goals, making the experience of the targeted population easier and less stressful, and thoughtful change management. The results have consistently shown that agencies can achieve significant improvements in efficiency without reducing their workforce.
Looking ahead, the integration of AI and OOTB solutions promises to change service delivery, making it more personalized and specific to the context and faster where the beneficiaries have not to wait to address their problems while preserving public-sector employment. “The future of social services lies not in reducing staff, but in empowering them with intelligent tools to serve constituents better,” She adds. This vision encompasses a future where technology and human expertise can work with each other in harmony to deliver better outcomes for all stakeholders.
As agencies continue to navigate their digital transformation journeys, this human-centric approach to automation ensures that technology serves the intended population better. The result is more efficient service delivery alongside a motivated, technologically enabled workforce that maintains the human touch essential to social services.
