Field-based work is at the heart of human services. Caseworkers, investigators, and program staff spend their days visiting homes, meeting clients in the community, and responding to urgent needs. But while the mission is people-focused, the process is often bogged down by outdated workflows and inefficient tools.

For years, state and local health and human services (HHS) agencies have been modernizing their systems—replacing outdated technology with newer platforms designed to improve performance and reduce technical costs. But modernization alone is no longer the end goal. Today, federal guidance and programmatic demands are pushing agencies to think more broadly about the role of technology in delivering services, managing programs, and supporting staff. Simply updating infrastructure isn’t enough. Agencies need solutions that are purpose-built to improve outcomes, streamline operations, and empower the workforce. The focus is shifting from technology upgrades to experience-driven transformation.