Two other organisations showcased their work alongside Siren and Central Inspection.
Fahmin Hajizada, representing the State Social Protection Fund of Azerbaijan, presented the Fund’s work using AI to examine household conditions and better target social assistance at low-income families. He explained that the solution implemented led to a 35% reduction in written complaints, a 22% increase in customer satisfaction, a 21% decrease in workload for household examiners, and an 80.5% increase in examinations in the second semester of 2022 (compared to same period of 2021).
Khalil Andraos, representing the Department of Financial Affairs in the United Arab Emirates’ Interior Ministry, presented two winning projects. The first employs robotic process to automate the ministry’s financial systems and is now processing 19,800 transactions annually and saving more than 1 million Dirhams per year by reducing processing times and freeing up human resources previously bogged down by lengthy manual processes. The second is an e-payment system for the ministry’s business services. According to Andraos, this was implemented with zero costs, has digitised payments for more than 980 services and is now processing more than 613,000 transactions every six months.
With more that 1,500 public institutions in Lebanon, and over 2,000 governmental services – a fraction of which have been digitised – much can be learned from such examples. The IMPACT experience has made a modest start, digitising COVID-19 vaccination, cash social assistance, performance inspection in the public administration and more. With no end in sight to Lebanon’s financial, political and socioeconomic crises, the urgency of expanding such initiatives has rarely been greater.