Proactive Service Mechanism Qorus-Infosys Finacle Banking Innovation Awards 2025

Innovation Presentation: Proactive Service Mechanism 1. Concept and Objectives The Proactive Service Mechanism is an innovative system that automatically identifies and provides citizens with their entitled social benefits without requiring any application or intervention. By leveraging integrated governmental databases, this system automates processes such as pension assignment, disability benefits, and childbirth payments, ensuring citizens' rights are protected as soon as they become eligible. The key objective is to streamline social service delivery, enhance operational efficiency, and improve citizen satisfaction.

2. Reasons Behind This innovation was driven by the need to simplify bureaucracy and improve accessibility for citizens, especially vulnerable populations, who may face barriers in navigating traditional service systems. The aim was to create a more inclusive, transparent, and efficient system that automatically secures benefits for all eligible citizens. The focus on automation was also motivated by the desire to reduce human error, processing delays, and administrative costs while maintaining high service quality.

3. State of Competition Currently, while other countries have implemented digital social services, no nation has fully automated the entire process of social benefit entitlement as comprehensively as Azerbaijan. The Proactive Service Mechanism stands out due to its end-to-end automation, integration of real-time data, and the automatic nature of benefit assignment, setting it apart from existing models that often still rely on citizen-driven application processes.

4. Sources of Inspiration Global Digital Transformation Models: Inspired by international e-Government innovations such as Estonia’s e-Residency and Singapore’s digital government systems.

Citizen-Centric Design: Influenced by the vision of inclusive government services that prioritize ease of access for citizens.

Automation and AI Trends: The success of automated systems in banking and healthcare motivated the move to leverage technology for social welfare services.

5. Departments Involved Ministry of Labor and Social Protection of Population: Lead in policy, strategy, and implementation of the proactive service model.

IT and Digital Transformation Team: Responsible for designing, developing, and maintaining the digital platform and algorithms.

Social Services Operations: Experts in eligibility criteria and benefit management.

Legal and Compliance: Ensuring alignment with national and international regulations regarding data privacy and security.

Financial Institutions: Ensuring timely disbursement of benefits to citizens through banks and card systems.

6. Main Results So Far 98% Citizen Satisfaction: Reduced complaints by 70% and significantly lowered appeal rates.

$4.2 billion USD Disbursed: Proactively assigned benefits, including pensions and disability allowances.

60% Reduction in Processing Time: Faster benefit assignment compared to manual methods.

40% Cost Savings: Operational costs reduced through automation.

75% Fewer Errors: Automated systems reduced human error, ensuring accurate benefit calculation.

International Recognition: Awarded and acknowledged globally as a best practice in social service innovation.