Today, in a time when government health and human services agencies are increasingly turning to digital transformation to overcome the complex challenges they face. These challenges, ranging from fragmented systems and resource constraints to the need for faster and more accurate service delivery, require innovative solutions. Deepika Rikhi, a visionary of technology, is leading disruptive change. Her experience in using Robotic Process Automation (RPA) and Artificial Intelligence (AI) is generating new standards in the way health and human services organizations provide critical services to communities. The results are clear: enhanced service delivery and greater accessibility for vulnerable populations.
One of the more contentious issues in social agencies is the dependence on a multisystem that is not integrated and hence requires the caseworkers to manually map data from platform to platform. Rikhi's solutions, leveraging RPA, automate activity reconciliation and activity updates for use within these siloed systems. This not only alleviates the administrative burden on caseworkers but also allows them to focus their attention on providing meaningful, quality service to their clients.
“I believe AI is here to aid the human services industry rather than replace human workers, Rikhi asserts. This philosophy underscores her dedication to blending advanced technology with the irreplaceable human element essential in social services. In her paper, "Revolutionizing Social Benefit Delivery AI with Human Touch," Rikhi describes how AI can be a steward (i.e., AI can provide the caseworkers with the information and tools to let the managers know what good case activity looks like, or empower caseworkers to better perform their cases), thereby allowing case workers to deliver social benefits with greater effectiveness while still letting the human character of their casework always shine at its center.
Principles and Implementation Strategy," she offers practical guidelines and frameworks for social agencies. Through these governance frameworks, implementation of and benefits by AI are efficient, ethical, and appropriate for the needs of each organization, allowing agencies to navigate bureaucratic obstacles and capitalize on their IT investments.
Rikhi is already experiencing the realization of her vision through collaboration with a state agency. Through the development and deployment of tools that streamline case management processes, adjudications, and client outreach, she illustrates how technology can be both effective and impactful. Working closely with stakeholders, Rikhi makes certain that these are not just innovative but also demonstrably responsive to agencies' individual requirements" [Background and method].
Rikhi's notable contribution is her promotion of data-driven decision-making. She has provided agencies with instruments to rapidly iterate over large amounts of data, detect and exploit important trends, and manage resources. This methodology enables government policymakers to respond quickly in public health emergencies and enhance the results for their communities, especially those at greatest risk.
Government health and human services become efficient, streamlined, and accessible in the future. She continues to hold fast to the conviction that with the proper tools and approaches, agencies can greatly increase their impact, helping populations become healthier and stronger.
