Abstract:

The article presents a conceptual framework for an innovative model for the application of digital technologies and artificial intelligence in social services for children without disabilities, with a focus on the implementation of a web-based platform as an integrating environment for process and data management. The aim is to outline opportunities for increasing the efficiency, quality and traceability of support through the digitalization of key activities and the use of AI as a tool for supporting professional work. It outlines the vision of a team of lecturers from Plovdiv University “Paisii Hilendarski”, engaged in the implementation of the project “Developing Digital Competences and Using Artificial Intelligence to Enhance the Quality of Social Work (SocialITAI)”, regarding the specific form through which the practical work of managers and social workers providing social services for children can be supported.

The methodology includes analysis and synthesis of relevant scientific and practical sources, as well as process modeling of the main stages of service provision (intake, needs assessment, planning, implementation and monitoring). On this basis, a proposal has been developed for structuring the web-based platform into several interconnected modules:
(1) digital intake and electronic registration;
(2) standardized assessment and profiling of needs;
(3) electronic case management and individual planning;
(4) secure communication and coordination between specialists, parents/guardians and partner institutions;
(5) a library of digital resources and support materials;
(6) AI layer for intelligent process support, which includes automated summarization and structuring of case information, documentation support, display of indicators and warnings of potential risks, referral to appropriate resources and interventions. The role of AI is defined as supportive and advisory (decision support), in direct work of the social worker with the user.

The results are presented as an integrated model that creates conditions for reducing the administrative burden, better consistency and transparency in casework, timeliness of interventions and clearer measurement of the achieved changes. The conclusion emphasizes that the effective use of web-based solutions and AI in social services requires sustainable mechanisms for the protection of personal data, ethical rules, transparency in decision-making and targeted training of specialists, so that the best interest of the child remains paramount.

Keywords:

Digital technologies, artificial intelligence, case management, web-based platform, digital competences, social work, interdisciplinary approach.