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This study investigates the issue of underwhelming effectiveness in Information Communication Technology (ICT) by employing a sociotechnical knowledge management system (KMS) framework. The conceptual model highlights the combined contributions of the  Technical KMS  representing ICT, and the  Sociocultural KMS  in facilitating the syntactic, semantic, and pragmatic processes of  Knowledge Integration , ultimately enhancing  Organizational Effectiveness . This cross-sectional survey explores the role of ICT in supporting practitioners within human services organizations as they navigate the complexities of addressing their clients’ diverse needs. The study involves a sample of 1,708 frontline caseworkers who participated in the 2022 Survey of Employee Engagement (SEE). Results demonstrate that both  Technological KMS  and  Sociocultural KMS  contribute to enhancing  Organizational Effectiveness  through improved  Knowledge Integration . While caseworkers are more satisfied with  Technological KMS , Sociocultural KMS yields greater benefits. Additional analyses comparing the 2008 and current survey data reveal ongoing underwhelming effectiveness despite technological advancements. These findings highlight the importance of integrating advanced technology and business processes, advocating for a paradigm shift toward a knowledge-based and sociotechnical perspective. The potential of Artificial Intelligence (AI) is discussed, contingent on addressing ethical concerns, cybersecurity, and privacy. Future research should explore the sociotechnical KMS applications and examine their impact on organizational effectiveness.

Limited Benefits of Technological Advances in Human Service Organizations: Going beyond the Hype Using Sociotechnical Knowledge Management System