Harnessing technology to help those who need it most

EY has just launched a report www.ey.com/startdoing that looks at the future workforce and the report made me think about the future of the social services workforce. There was one statistic in the report that really stood out for me - 75% of employers expect technology to improve their client experience in the next three years. This is a large number and a rapid timeframe for change. But what does it mean for the social services sector?

Well, I view it as great news. It means that we can find ways for technology and automation to assist with a lot of the low value and routine paperwork that can bog down caseworkers and others on the front line, so that they can focus on the reason they joined the sector in the first place – making a difference to people’s lives and enabling individuals, families and communities to achieve better life outcomes.

Getting the balance right

However, while I am positive about the future, I am not na?ve enough to think the merging of technology and automation with a human, empathetic and professional workforce is not without challenges. Getting the balance right between when technology is an amazing enabler and where there is no substitute for humanity – because a human touch, empathy or judgment is required - will be essential to making it work, getting that uplift in customer experience and improved outcomes.

To achieve the right balance will also require a commitment to upskill. It isn’t just a matter of removing all the paperwork and process driven roles and assuming people can take on new and enhanced roles. I don’t think we even know what those new roles look like yet. And there needs to be a concerted effort to plan and upskilling people for the roles, once defined. Upskilling will range from training on how to leverage the data at your fingertips, or it might mean growing deeper specialist skills where the need for more complex judgments requires training and practice. Continuous learning needs to be a focus for all sectors including Social Services.

Helping our most vulnerable

I believe that if we can find a way to harness the power of data, technology and automation in the social services space it could be a game changer. Used in the right way, technology can enable agencies across Government and in the sector to join up around the customer, meaning they share data better, know their customer better and therefore deliver a more individualised and personal service. For those on the frontline, using data in real time can enable caseworkers or advisers to identify people at greatest risk or in greatest need and take action accordingly – and achieve better outcomes for our most vulnerable.

Our sector will always need the human touch - at times of crisis or vulnerability there is nothing that can replace it. However, our future workforce needs to be one that understands and can harness data and leverage new technology to produce a better service and better outcomes for people that need their help the most.