The Effectiveness of Using Modern Technology in the Field of Social Services

Abstract

This cross-sectional study was a mixed-methods study that assessed the efficiency of modern technologies such as mobile apps, AI chatbots, digital records, and video consultations in promoting efficiency and satisfaction in social service delivery. The study was carried out using surveys, interviews, and platform analytics of 450 participants (150 professionals, 300 beneficiaries) of urban institutions. The findings indicated the widespread use of mobile applications (92 percent of professionals, 88 percent of beneficiaries), digital records (78 percent of professionals), common usage patterns, and better engagement rates. It is worth noting that the time of case resolution reduced by 43.2 percent and documentation by 30.1 percent, and both were statistically significant (p < 0.001). The satisfaction of beneficiaries also depended on the age, as younger users (1835) found chatbots easier to use, responsive, and trusted them. The intention to reuse services was high in the age groups (mean = 92%). As qualitative results pointed to the increase in workflow efficiency among professionals and a decrease in the barriers to service access among users, the lack of digital literacy and training requirements remained. These were backed by system analytics through constant user engagement and documentation. This paper highlights the transformative power of digital technology in social work but focuses on the need to use inclusive design and ongoing training.