Social services across Europe are undergoing a critical transformation to adapt to crises and meet the challenges of an increasingly digital world. The 2024 Transformation and Resilience Working Group Briefing, produced by the European Social Network (ESN), delves into how digital tools, Artificial Intelligence (AI), and data-driven approaches are reshaping service delivery, enabling more efficient, responsive, and accessible support for vulnerable populations.

In response to the lessons learned from the COVID-19 pandemic, ESN’s Transformation and Resilience Working Group (2022–2025) focuses on preparing social services for future challenges through innovation. The 2024 meeting in Rome highlighted advancements in:

• Digital case management systems.
• Predictive analytics for identifying trends and risks.
• AI-powered solutions enabling proactive interventions.

Despite the transformative potential of these technologies, challenges such as funding gaps, ethical concerns, and infrastructure limitations persist. This briefing underscores the importance of collaboration between governments, social service providers, and technology developers to ensure inclusive and ethical digitalisation. By adopting best practices and fostering cooperation, social services can enhance resilience, improve outcomes, and better serve communities in an ever-changing world.

An Executive Summary of the briefing can be downloaded in English, French, German, Italian, and Spanish.