Summary How responsible AI is giving the world’s most stretched profession its time, its insight, and its humanity back.

Shared as part of the 2026 APHSA National Human Services Summit, this article speaks to the Summit’s theme: Leadership for a Stronger Tomorrow. For the leaders of state, county, municipal, tribal, and territorial human services agencies, that tomorrow will be shaped by a single decision—how to put AI to work in ways that strengthen the workforce, sharpen practice, deepen community trust, and turn evidence into action. The paragraphs that follow share what Microsoft is seeing across the world’s most ambitious human services organizations—and where the next opportunity lies.

Microsoft’s booth at APHSA National Human Services Summit is located above the lobby in the Atrium area.

Behind every case file is a person—a child waiting for a safer home, an elder who has stopped answering the door, or a family one missed appointment away from losing housing. And behind every one of those people is a social worker carrying a caseload that often exceeds what any human should reasonably bear.

Social workers are the connective tissue of modern society, bridging many services. Yet the systems built to support them often work against them—pulling professionals away from the very people they entered the field to serve. AI has the potential to change that, not by replacing the human heart of social work, but by giving it room to breathe.

A profession under pressure

The numbers tell a structural, not cyclical, story. The United States Bureau of Labor Statistics counts 810,900 social workers in 2024 and projects roughly 74,000 openings each year through 2034.¹ Across the OECD, health and social services sit among the highest-vacancy sectors, with shortages intensifying as populations age.² In England, 75% of social workers surveyed stated that they feel that society does not value the profession and 42% would not recommend it as a career.³ At Cafcass, 93% of family-court advisers reported unpaid overtime they could not take back.⁴

Behind these numbers is a more painful one: too much of a social worker’s day is spent on documentation rather than people. The United Kingdom Department for Education has now dedicated an entire workstream of its National Workload Action Group to AI in case recording—a quiet acknowledgement that paperwork, not policy, is where time is being lost.⁵

A global shift already underway

From local councils in the United Kingdom to child welfare agencies in the United States, from health systems across Europe to nonprofits serving the world’s most vulnerable, public organizations are moving from reactive to proactive, from siloed to coordinated, and from paper-driven to insight-driven. With administrative friction reduced, the worker–beneficiary relationship—the actual instrument of change in social work—is being restored. Four impact areas show where the evidence is now in.

1. More time with the people who need it

The single most powerful thing AI can do for social workers is give them their time back. Generative AI can draft case notes from a recorded conversation, populate forms from existing records, and turn a 45-minute write-up into a five-minute review. Backlogs shrink, compliance improves, and workers can spend more time in deeper client engagement—enabling higher quality assessments, and more timely care. Returning that time is also a workforce strategy: it eases burnout, raises retention, and gives agency leaders a tangible answer to the recruitment pressures the sector now faces.

The evidence is now consistent:

• In Wales, Torfaen County Borough Council rolled out Microsoft 365 Copilot across children’s services and corporate teams: minute-taking that previously consumed two to three hours per session is now produced in minutes, and frontline workers describe the time returned as time given back to families.
• In the United States, Washington, DC’s Child and Family Services Agency built its platform on Microsoft Dynamics 365, Power Apps, Azure AI, and Microsoft Copilot Studio—saving caseworkers around 45 minutes per intake, delivering new features roughly 20 times more cheaply than the legacy system, and using Copilot Studio agents to automate routine intake work.
• Barnsley Council is taking a similar path on Microsoft 365 Copilot to serve its residents with increasing demand for services with fewer resources.
• Buckinghamshire Council also calls out potential to provide users with Copilot licenses to support accessibility and inclusion, outlining how some of the capabilities mesh well with the needs of the neurodiverse workforce and workers with other accessibility needs.

2. Real-time insights from a single source of truth

Social workers shouldn’t have to be detectives. Yet building a complete picture of a beneficiary often means logging into five systems and hoping nothing falls through the cracks. AI on a unified data foundation changes that—surfacing a 360° view, supporting transparent triage, forecasting demand, and routing each request to the right service the first time. It also gives evaluation and research teams the foundation they need to measure outcomes consistently, link evidence to practice, and demonstrate impact to the communities they serve.

Real world examples include:

• North Yorkshire Council is transforming children’s social care with Microsoft Azure and Azure OpenAI, helping social workers quickly see the full context around a child or family and focus their time on early help and meaningful intervention.
• The Department of Human Services South Australia built its Family Safety Portal on Dynamics 365, Microsoft Power Platform, Azure, and Power BI, replacing paper-based information sharing with a real-time, multi-agency view for high-risk domestic and family violence cases. Ten government agencies including police, health, justice, child protection, and housing now coordinate around a single source of truth, with Chief Information Officer Shikha Sharma noting that centralized data and real-time analytics have transformed how decisions get made.

3. Cross-sector collaboration for person-centered care

The lives of vulnerable people don’t fit inside any single agency’s mandate. A child in care interacts with schools, doctors, courts, and community programs. AI-powered case management combined with modern citizen contact centers is finally making these worlds work together. This is the interoperability work behind aligning Medicaid, housing, public health, child welfare, and economic supports around the same family—and it is where modern AI is now meeting longstanding system-modernization goals.

• Healthcare institutions like the City of Hope are empowering physicians with the tools for more focused, personalized patient care. By using the power of Azure, they developed a generative AI solution that could rapidly process and summarize hundreds of pages of patients’ medical history documents, transforming physician workloads, and enriching new patients onboarding. A similar approach could be applied in social care, supporting the onboarding of new cases with complex, multi‑agency histories.
• Derby Council is using Azure OpenAI to automate around 43% of customer interactions, handling over 1.1 million telephone and web queries, and freeing officers to handle the most complex cases personally.

One experience for the citizen, one coordinated response from government.

4. The social worker of the AI era

The future of social work isn’t a profession diminished by automation—it’s a profession amplified by it. Mornings begin with an AI-prepared briefing of the families a worker is seeing today; home visits are captured by voice-to-text and drafted into case notes for review, not authoring; AI-powered agents flag a school-attendance dip or a missed appointment before it becomes a crisis. Strategic decisions—to escalate, to remove, and to reunify—remain firmly in human hands, supported by transparent and auditable evidence. Designing that future well means co-creating it with the people who use these services, including those with lived experience—so AI strengthens trust rather than displacing it.

Responsible innovation

Empowering social workers with AI demands the same care we expect from social workers themselves: privacy and security by design, fairness testing at every stage, transparency so workers can challenge what AI suggests, human oversight on every consequential decision, and co-design with frontline workers—not just for them. These are the disciplines documented in the Microsoft 2025 Responsible AI Transparency Report and the foundation on which Microsoft 365 Copilot, Azure AI, Dynamics 365, and Microsoft Power Platform are deployed in public sector organizations in selected deployments.

A good example is Northumbria Healthcare NHS Foundation Trust, which uses Azure Machine Learning and the Microsoft responsible AI dashboard to build surgical risk and triage models with explicit fairness and bias checks built-in—a working blueprint for social-care contexts.

King County Housing Authority chose Microsoft 365 Copilot to draft scripts, build training materials, and experiment in real time, enabling secure, compliant adoption aligned with public sector requirements.

As a public agency, we have a responsibility to protect data, comply with records requirements, and maintain trust. Copilot gave us a way to move forward with AI inside the guardrails we already rely on.

—Steven Hellyer, Chief Technology Officer, KCHA

A call to the sector

AI in social work is no longer experimental—it is already delivering impact.

The opportunity now is to move beyond pilots and scale what works, responsibly and with the workforce at the center. There are many common challenges across global social care but also shared opportunity.

Done well, this is not about technology transformation. It is about restoring the conditions for better human decisions—earlier, clearer, and closer to those who need them most.

More time. Better understanding. More human connection.

Meet Microsoft at the 2026 APHSA National Human Services Summit

June 14 to 17, 2026—Arlington, Virginia

Microsoft is proud to be a Summit Sponsor of the 2026 APHSA National Human Services Summit. Stop by our booth above the lobby in the Atrium area to see these capabilities live, share what is working in your jurisdiction, and explore what is possible together.

Beyond technology: How Microsoft partners for the long term 

Embracing the paradigm shift of generative AI obviously begins with technology. The table stakes of modernization for government include migrating to a modern cloud platform and the adoption of a comprehensive AI development solution from a vendor who demonstrates a deep commitment to security and responsible AI practices. 

Microsoft invests heavily in all these areas. However, success involves much more than just technology. Governments also depend heavily on the contributions of trusted solution providers, and we believe our global partner ecosystem sets us apart, with expertise in all corners of the world. Then, the final unique benefit we offer is the deep experience of our industry advisors and the many highly experienced government veterans on the Microsoft for government team. 

Our job is to help build the bridge between the technical and the strategic, on realistic terms. When we sit down with customers, we help clarify challenges and goals, educate on important challenges (for example, how governments can tackle cybersecurity and AI skilling), and share our experiences with other governments facing similar challenges—sometimes even connecting them to help foster learning.

Then, we embark on identifying and exploring use cases, evaluating impact, and taking the knowledge gained for further innovation.

Discover more

We are excited to work with governments to empower social workers with the tools and skills for deeper client engagement. To learn more about how Microsoft is helping to create opportunities that support vulnerable communities, contact your account team to learn how Microsoft can address your organization’s challenges. You can also visit our Microsoft social services and public health website, and learn more about Microsoft for government. 

¹ U.S. Bureau of Labor Statistics, Occupational Outlook Handbook.

² OECD Employment Outlook 2024.

³ Social Work England, Social Work Employment Survey Results 2024.

⁴ Community Care, Caseloads fall at Cafcass but social workers still struggling.

⁵ GOV UK, National workload action group: reports on social worker workload.

The post 4 impactful ways AI is empowering social workers appeared first on The Microsoft Cloud Blog.

Governments do remarkable work to help people live with dignity and endure difficult circumstances by providing essential benefits and resources across a broad spectrum of programs. Yet the challenge of providing the right benefits at the right time to all qualified recipients while also minimizing the incidence of improper payments is a balancing act that many governments struggle to achieve. 

Helping agencies and organizations to address these types of challenges is central to our work in Microsoft for Government. We focus on enabling thriving communities and inclusive programs through technology. In the case of benefits protection, we work to help each government discover the right mix of technological and organizational innovation to mitigate risk within the parameters of their unique circumstances and requirements. 

Microsoft for Government

Help solve society’s biggest challenges.

Learn more

The rising tide of improper payments

The loss of benefits funds to unauthorized payments has long been a problem for governments around the world. In recent years, the scale and complexity of the challenge has escalated. Fraud is a particularly expensive and multidimensional problem. To offer just one example, the US Government Accountability Office (GAO) estimated that the amount of fraud in US unemployment insurance programs during the COVID-19 pandemic was likely between $100 billion and $135 billion USD.¹

The reasons for this are varied, and they parallel larger trends in society. A key driver is the ready availability of AI tools, which fraudsters have enthusiastically embraced to automate, scale, and generally uplevel the impact of their efforts. But it’s not always a matter of criminal intent. So-called “unintentional errors”—mistakes made without maliciousness due to things like administrative errors or poorly designed solutions—also incur huge costs. According to the GAO, overpayments or payments that should not have been made (for example, to deceased people or those no longer eligible for government programs) totaled an estimated $247 billion during fiscal year 2022.²

Why governments struggle to ensure proper payments 

Unlike organizations in other global industry sectors, governments face unique challenges in administering complicated social benefits programs. The nature of distributing funds accurately and efficiently to constituents in all corners of society is inherently fraught. Governments must contend with a set of vexing factors, including: 

• Growing demand for benefits funding—A mix of aging populations, increases in immigrant and refugee populations, and people seeking broader ranges of benefits is driving higher budgets and greater complexity. 
• Mandates to “do more with less”—Austerity programs and budget cuts are colliding with rising public expectations for modern services and impacting the ability of security teams to procure top cybersecurity talent.  
• Disconnected data silos—Across departments and agencies, teams often work with older tools and isolated systems that cannot share data easily or securely, making integrated new “tell us once” solutions difficult to implement. 
• Ineffective legacy systems—A high “technical debt” of outdated computing environments and applications impedes innovation and threatens to hinder the most vulnerable people from accessing payments they’re entitled to.  

Beyond these costs and considerations, the larger risk here is the erosion of public trust. Especially in social benefits systems, which exist to ensure the welfare of people across all walks of life, government is obligated to demonstrate reliability and integrity. Widespread fraud and abuse do more than increase deficits and siphon off critical resources. They also undermine confidence in all aspects of government.  

A vision for modern benefits delivery and protection 

Imagine if governments were able to innovate on par with private industry. Imagine if people could easily access all the information they need through any channel (online, over phone, text, and more) and have their own virtual assistant to help them apply for benefits using natural, everyday language. Imagine if these systems would inherently enforce rules and keep up with constituents’ changing lives. Imagine if customer service representatives had access to a complete, 360-degree view of the constituent—if it knew their history and all their previous contacts with every social service agency. And imagine that such things could be accomplished without breaking the budget.  

These are obviously lofty, aspirational visions. However, thanks to the relatively recent technological advancements, some innovative government social service organizations are doing just that. The advent of generative AI and the innovation it has inspired has already delivered promising results on many fronts of government operations, including benefits. To cite just one example, a generative AI-powered chatbot developed in India called Jugalbandi is helping people get assistance for any of 171 government programs, simply by conversing through mobile devices in 10 of India’s 22 official languages. “This is revolutionary for people who could not interact with tech because of language barriers,” said Abhigyan Raman, a project officer. 

Ensuring the integrity of benefits payments means reevaluating a government’s existing slate of technology investments and charting a multistep course of transformation. Embracing AI is a common theme, but the destination in terms of functional outcomes and benefits will be unique to the organization.  

Three areas of generative AI impact in benefit payments protection

In our work with customers who are either early in the journey or simply just embarking, we identify three categories of solutions that hold the greatest promise for cloud and AI innovation:

1. Boost workforce productivity. Governments can potentially save time and money using generative AI for scenarios such as live transcriptions and translations during benefit eligibility interviews. AI can also draw insights more easily from large volumes of data. One department, for example, identified GBP14 million in potentially fraudulent loans by analyzing a set of 250 networks of people, organizations, and places, processing 100 million data items.

2. Embrace “Prevention by Design.” AI can integrate controls into systems to detect fraudulent or erroneous activities and enable real-time profiling and alerts. For example, a leading bank is using Voice ID analysis for incoming phone calls from 31 countries and 15 languages, checking more than 100 behavioral and physical vocal traits in a matter of seconds. Since launch, it has flagged more than 43,000 fraudulent calls and reduced fraud by 50%, preventing an estimated GBP981 million in losses.

3. Enhance citizen engagement. When chatbots become knowledgeable assistants, when a person’s voice becomes their password, when the disabled have equal access to resources, then everyone will benefit. For example, a government department is developing an Intelligent Website AI Assistant to help taxpayers more easily process their tax returns. It uses natural, everyday language to address queries and disseminate timely and consistent information. This will help improve compliance and avoid revenue leakages from fraudulent activities.

Beyond technology: How Microsoft partners for the long term 

Embracing the paradigm shift of generative AI obviously begins with technology. The table stakes of modernization for government include migrating to a modern cloud platform and the adoption of a comprehensive AI development solution from a vendor who demonstrates a deep commitment to security and responsible AI practices. 

Microsoft invests heavily in all these areas. However, success involves much more than just technology. Governments also depend heavily on the contributions of trusted solution providers, and we believe our global partner ecosystem sets us apart, with expertise in all corners of the world. Then, the final unique benefit we offer is the deep experience of our industry advisors and the many highly experienced government veterans on the Microsoft Government team. 

Our job is to help build the bridge between the technical and the strategic, on realistic terms. When we sit down with customers, we help clarify challenges and goals, educate on important challenges (for example, how governments can tackle cybersecurity and AI skilling), and share our experiences with other governments facing similar challenges (sometimes even connecting them to help foster learning). Then, we embark on identifying and exploring use cases, evaluating impact, and taking the knowledge gained for further innovation.  

We are excited to work with governments to mitigate fraud and abuse in payments. To learn more about how Microsoft is helping to create opportunities that support vulnerable communities, see our Microsoft public health and social services website, and learn more about Microsoft for Government. 

¹Estimated Amount of Fraud during Pandemic Likely Between $100 Billion and $135 Billion, GAO. September 2023.

²Federal Payment Errors, Known As Improper Payments, Are A Continuing Concern, GAO. March 29, 2023.

The post How Microsoft and AI work to reduce government benefit fraud and error appeared first on The Microsoft Cloud Blog.