SberKorus helped the Lipetsk Region Social Policy Department to increase the efficiency of the Center for Social Protection of the Population

2022: Introduction of the SberRost missile defense intelligent management system

  The digital platform for companies and individuals SberKorus has introduced the SberRost missile defense intelligent management system (ISU) at the Center for Social Protection of the Population (TsSZN) of the Social  Policy Department of the Lipetsk Region. The introduction of the system helped to significantly improve most of the regulatory indicators of the department. This was announced by the Sberbank company on November 16, 2022.   The system is installed in, Center for Social Protection population where more than 1200 employees work. ISU was introduced in two business functions of the TsSZN: the appointment of social support measures for the population and the provision of assistance to citizens at home.   For social support units, the system analyzes the process from the acceptance of documents by social protection bodies to the decision on the appointment of a payment or refusal, as well as the history of processing each request from submitting documents to a reception specialist to the final result.   According to the results of the implementation of ISU in the Center for Social Protection of the Population, despite the increase in customer traffic by 50%, the duration of processing citizens' appeals did not increase, and the quality increased by more than 2 times (the share of returns of requests for revision decreased from 2.5 to 1%). The number of violations of service standards decreased by more than 3 times (the proportion of requests processed with a deviation from the service standard decreased from 25 to 7%).   For units involved in providing assistance to citizens at home, the system analyzes the process of concluding an agreement for the provision of assistance, choosing an individual citizen assistance program and further fulfilling obligations with citizens and fulfilling the standards for the burden on employees.   As a result of the implementation of ISU in the divisions of social services for citizens at home, the share of employees performing the regulatory load increased by 30% (from 61 to 79%). The number of services also increased, and revenue from additional services provided to citizens increased by 20% (the average number of additional services per employee's 1 increased from 24 to 30).  

Such results were achieved due to deep integration ISU in all digital processes. Analyzed, geodata date time and provision of services, name, tariff and much more. ISU analyzes the entire route of the employee's movement per day: where, when, to whom, what services were provided. Based on these data sets, ISU calculates more than 50 indicators of the work of social workers and their managers and forms tasks to fulfill the regulatory burden on employees, provide citizens with services under the contract, increase the proceeds from the provision of additional services to citizens and comply with work standards, told the director of the TsSZN of the Lipetsk region, Christina Gorbacheva.

An important nuance was the inclusion in the logic of the ISU of various scenarios for passing various types of appeals within the units, which was displayed in different ways in the'digital traces'. More than 100 indicators are reflected in ISU dashboards, which allows managers to see a complete picture of employees' activities. To facilitate the work of employees and managers in the divisions, ISU tasks work, which automatically prompt deviations in the speed of work of employees with citizens' appeals, the quality of processing appeals, and compliance with internal standards. Moreover, some types of tasks are formed on a daily basis, told the project manager of ISU SberRost missile defense in SberKorus, Tatyana Baigacheva.