2024 HHS Trends: At A Glance
In 2024, the role of technology in Health and Human Services (HHS) is more significant than ever. Amid the rise of digital transformation across sectors, HHS agencies are advancing quickly to meet the needs of their clients—vulnerable populations that deserve timely, reliable, and accessible support. Technology is enabling these agencies to deliver better, faster, and more personalized services by providing the tools to address some of the biggest challenges facing HHS today: an overburdened workforce, challenges with regulatory compliance and operational efficiency, and the demand for improved client experiences.
This year, some key trends have emerged that highlight how far technology has progressed in transforming HHS. From improving operational efficiencies to creating seamless, client-centered service models, HHS agencies are eager to tap into innovative tech solutions to better serve their communities.
Key Trends in Technology & Service Delivery
One of the most significant trends in HHS is the growing focus on workforce empowerment. Staff shortages and increasing caseloads put pressure on workers, but today’s tech-driven solutions can help alleviate these burdens. By automating routine tasks, streamlining workflows, and providing real-time data access, innovative technology enables workers to manage their time more effectively and focus on high-impact areas. In turn, agencies are able to find new ways to expand workforce capacity, making it easier to handle increased demands without compromising quality.
Another major trend in 2024 is the reshaping of the client experience with government programs. Today’s HHS clients expect a service experience that mirrors what they encounter in other sectors—simple, intuitive, and accessible. Technology, particularly through mobile applications and online portals, bridges the gap, allowing clients to engage with agencies on their terms. Self-service tools, digital documentation, and enhanced communication channels give clients greater autonomy in managing their cases, all while building trust through transparency and timely responses.
Operational efficiencies, compliance, and reporting improvements are also in the spotlight. HHS agencies operate within strict regulatory frameworks, and non-compliance can result in severe consequences. However, modern technology ensures that processes are not only efficient but also compliant, with built-in workflows that automate tasks like data collection, reporting, and eligibility determination. These advancements minimize the risk of human error, reduce administrative costs, and ultimately help agencies meet their goals more effectively.
Artificial Intelligence, and Generative Artificial Intelligence in particular, got a lot of attention from leaders in HHS agencies looking to address staff capacity and service delivery challenges. Although it is still early in the identification of use cases where Generative AI can help improve efficiencies, 2024 saw some pioneering work in this area from the Center for Public Sector AI (https://cpsai.org ) and the Digital Benefits Network/Beeck Center (https://digitalgovernmenthub.org/) in areas related to secure and ethical usage of Generative AI, use cases, and early proofs of concepts addressing specific areas within HHS benefit delivery.
Systems of Engagement: Technology Supporting Resident Delivery
With client expectations rising and agencies seeking a solution that meets a wide variety of needs, systems of engagement are transforming how HHS agencies interact with those they serve. These systems incorporate digital tools and features that not only improve resident service delivery but offer the critical support that modern HHS agencies require.
Self-Service Tools for Clients: Self-service solutions allow clients to take a proactive role in managing their cases. From checking case status to submitting documentation and requesting support, self-service tools minimize the back-and-forth with caseworkers and empower clients to access information independently. This leads to a smoother, more responsive experience, which benefits both clients and agency staff.
Digital Information Sharing: Secure and efficient digital information sharing ensures that all relevant parties have real-time access to important information. Rather than waiting for paper documentation to be filed or reviewed, digital sharing facilitates instantaneous communication, eliminating bottlenecks in service delivery and ensuring clients receive timely support.
Discussion and Communication Features: HHS cases often involve multiple stakeholders, including caseworkers, healthcare providers, legal representatives, and family members. Discussion features within systems of engagement allow all relevant parties to stay informed and aligned on case status and updates, fostering a collaborative approach that improves case outcomes. This transparency is particularly beneficial in complex cases, where even minor miscommunications can have significant impacts.
Effective Mobility: Caseworkers, clients, and other stakeholders can now access essential data, complete forms, and update case information from their mobile devices. Mobile features enable efficiency even while on the go, reducing the need to go to the office in-person and improving response times. This flexibility is essential for delivering timely support, especially in emergency or remote situations.
Real-Time Notifications and Reminders: Keeping track of deadlines, meetings, and documentation can be challenging for clients and staff alike. Real-time notifications and reminders ensure that all parties stay on top of important dates and tasks, reducing missed appointments or incomplete submissions. These reminders not only enhance accountability but improve client satisfaction by reducing friction in service processes.
Continuing Progress in HHS
As HHS agencies look ahead, they are increasingly recognizing the importance of technology to meet evolving client expectations and address longstanding challenges in service delivery. The trends of 2024 emphasize a commitment to workforce empowerment, operational efficiency, and client-centered service models that will continue to shape the future of HHS technology.
Looking forward, HHS agencies that invest in systems of engagement will be best positioned to enhance both client satisfaction and operational effectiveness. By empowering staff with tools that streamline their workflows and allowing clients to take control of their cases, this technology is transforming the landscape of health and human services. Systems of engagement offer the essential capabilities that agencies need to deliver high-quality, efficient, and compassionate service that aligns with the unique needs of each client. In 2025 and beyond, HHS agencies will continue to harness the power of technology and continue to explore how to ethically and equitably deploy AI and Generative AI within their system of engagement solutions to drive positive outcomes and build a future that places clients and quality care at the center of every interaction.
To learn about Diona’s systems of engagement solutions, visit our solutions page today.