Frontline Marketing, Management and Economics Journal
FRONTLINE JOURNALS
25
Improving Uzbekistan's Pension System Through Digitalization in A
Green Economy
F.Sh.Khamraeva
Associate Professor of TSEU, Department of "Insurance business", Uzbekistan
A R T I C L E I N f
О
Article history:
Submission Date: 14 April 2025
Accepted Date: 10 May 2025
Published Date: 12 June 2025
VOLUME:
Vol.05 Issue06
Page No. 25-28
D
OI: -
https://doi.org/10.37547/marketing-
fmmej-05-06-04
A B S T R A C T
This article examines the state and prospects of digitalization of the state
pension system of modern Uzbekistan. The scale and speed of changes in
all spheres of public relations caused by digital technologies are
unprecedented. These changes also affect the processes of public
administration, at the same time, there are differences in this area from the
commercial sector, where such a phenomenon as "Digital Uzbekistan" has
emerged and is developing. The task of the modern state is to create digital
services and platforms focused on more prompt and high
—
quality
satisfaction of the needs of citizens and businesses, i.e., in fact, to generate
a new type of public goods in the form of digital state pension services. The
article discusses the prospects for the development of such processes.
Keywords:
-government, digital transformation, digital services portal,
Digital Uzbekistan, pension bot, digitalization of industries, digital
marketplaces, unified contact center.
INTRODUCTION
The modern world is changing under the influence
of
new
technological
trends
related
to
informatization and networking, which are carried
out in the format of digitalization of socio-
economic processes, which leads to the formation
of a new model of the information economy and
information society.
In this regard, the study of the phenomenon of
digitalization has gained great popularity in
modern conditions. At the same time, digitalization
affects not only the business sector of the economy
and the livelihoods of households, but also actively
penetrates into the processes of social protection
of the country.
Since the beginning of the global pandemic, the
role of digital technologies has grown significantly,
which have also demonstrated the importance of
digital transformation, especially for developing
countries, including Uzbekistan.
Indeed, digital transformation has the potential to
further modernize society and integrate the
national economy into global processes. In this
context, as part of the ongoing reforms, as well as
the Development Strategy of the New Uzbekistan
for the next five years, special attention is being
paid to digitalization of the main areas of activity
and building a genuine information society in the
country.
Uzbekistan began to prioritize the development of
information and communication technologies
(ICT) and digitalization back in the early 2000s.
For example, the country has initiated the
"Comprehensive Program for the development of
the National Information and Communication
System of the Republic of Uzbekistan for the period
Frontline Marketing, Management and Economics
Journal
ISSN: 2752-700X
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2013-2020", the National Action Strategy for the
five priority areas of development of the Republic
of Uzbekistan in 2017-2021, the Strategy "Digital
Uzbekistan 2030" and the "Strategy for the
Development of New Uzbekistan for 2022-2026".
aimed at implementing digital transformation in
the national economy, industry and society as a
whole.
In particular, with the launch of the country's
Central e
–
Government Service, the Unified Portal
for Interactive Public Services, significant progress
has been made in this area, as well as in the
introduction of new technologies in the public
sector.
THE ANALYTICAL PART
As of January 2024, in Uzbekistan, as a result of the
reform and digitalization of public administration,
56% of public services began to be provided
through the interactive public services portal. The
number of public services on the country's e-
government platform (my.gov.uz ) has reached
307 and 1.3 million citizens actively use such
electronic public services. At the same time, the
total number of Internet users in Uzbekistan
reached 27.2 million people.
The Digital Uzbekistan 2030 strategy provides for
the approval of two programs: digitalization of
regions and digitalization of industries, as well as a
roadmap for its implementation in 2020-2022.
Thus, two approaches are considered: territorial
and sectoral. Undoubtedly, this will ensure the
most comprehensive coverage and effective
implementation of the document, which includes
such priority areas as the development of digital
infrastructure, e-government, the national digital
technology market, education and advanced
training in the field of information technology.
The development Strategy of the New Uzbekistan
for 2022-2026, adopted on January 28, 2024,
covers seven priority areas for further reforms
related to public administration, the rule of law,
economic development, social policy, spiritual
education, security, as well as a pragmatic and
active foreign policy. In turn, the seven priority
areas include one hundred strategic goals that
must be achieved by 2026.
The new Development Strategy identified the
digitalization of a number of important areas, such
as public services; the judicial system; law
enforcement agencies; traffic management system;
healthcare system; social services; banking and
agricultural sectors and other key areas of the
national economy.
Since 2023, a special pension bot has been
developed in the telegram messenger in
Uzbekistan together with the Information
Technology Center of the Ministry of Finance of the
Republic of Uzbekistan and the Extrabudgetary
Pension Fund under the Ministry of Finance of the
Republic of Uzbekistan, and a special pension bot
(@pensiyauzbot) has been created jointly with the
Information Technology Center of the Ministry of
Finance of the Republic of Uzbekistan and the
Extrabudgetary Pension Fund under the Ministry
of Finance of the Republic of Uzbekistan, providing
information in the field of state pension provision
for individuals, receiving pensions and benefits
through the telegram messenger, in order to create
additional amenities and save time for citizens.
Individuals receiving pensions and benefits can
receive the following information individually
using a special telegram bot:
- information about the appointment of a pension;
- information about pension payment;
- necessary documents for the appointment of
pensions and allowances:
It is also possible to send an appeal to the Pension
Fund through a special telegram bot. In addition, it
is planned to receive information about a personal
funded retirement account in the future.
Only those citizens who are on the Pension Fund's
list and are connected to the SMS Pension
interactive service can fully use the special
telegram bot.
The global direction of digitalization of the pension
system involves the integration of all information
systems of the Pension Fund of Uzbekistan into a
single digital platform. A fundamentally new
direction of this platform is the introduction of
smart contracts.
In the global economy, as well as in Uzbekistan,
digital platforms have already become the
mainstream of business development. Service
Booking.com It has united hundreds of thousands
of hotels around the world, digital taxi aggregators
have allowed passengers and drivers to negotiate
directly, digital marketplaces (Amazon, Alibaba)
have provided online stores and manufacturers of
goods with a single platform to promote their
services and use common logistics schemes for the
delivery of goods - there are many examples.
However, the digital social security platform has a
more difficult task: to unite not only departments,
not only citizens, but also non-governmental
organizations providing social services. Moreover,
such integration should not be difficult or costly for
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the participants. The introduction of a digital
platform, which should be open to a large number
of participants, will require the use of modern
cryptographic
protection
tools,
including
blockchain technologies, secure mobile platforms,
etc.
–
everything that is described today as
breakthrough technologies in the national project
"Digital Economy", but which has not yet found
application in the field of informatization of the
state.
The digital social security platform will make it
possible to realistically assess the quality of life of
an elderly person or someone in need of help,
taking into account not only his earnings, but also
his marital status, whether he has additional health
insurance and participation in a non-governmental
corporate pension system, whether or not he has
benefits, disability, etc. Today, financial support is
often provided based on overly simplified, not
always verified information, and as a result, its
recipients are not always those who really need it
–
it lacks targeting. Moreover, such support is
sometimes not received by needy citizens who are
embarrassed to prove their need. Electronic
queues at social security or pension services are, of
course, progress, but in a good way, elderly people
should not stand in queues or ask for anything at
all. The digital platform should become a tool for
targeted assistance.
However, it is important not only to make social
services more personalized, taking into account
the needs of a particular person, his health,
opportunities or problems of his family, but also to
involve citizens themselves, businesses and non-
governmental organizations in this process. Today,
many employers are developing their corporate
pension and insurance programs; various leisure
centers for retirees are being created at the
municipal level. Money is not the only tool for
improving the quality of life, sometimes you just
need ordinary attention, especially for lonely
people. But to do this, everyone who helps the
elderly improve their quality of life should have
access to a digital platform where information
about citizens is available, of course, in compliance
with legal requirements.
The digital platform is designed to organize society
to create a human-oriented social environment.
The service I have already mentioned Booking.com
It is popular not because it provides convenient
data about almost all hotels, but because people
use it to share information about hotel services
with each other: it is user ratings that create the
value of the service.
CONCLUSIONS
The digital social security platform should make it
possible to make the social sphere a common cause
of the entire population, and not just an expense
item of the state.
Apply for a pension or benefit in one click, without
leaving home. In the coming years, the process of
assigning and receiving benefits and social benefits
for citizens will be significantly simplified. This will
happen thanks to the emergence of a single digital
platform that will combine all social support
measures. The strategy "Digital Uzbekistan
–
2030" is designed until 2030.
The strategy is an important strategic plan that
talks about creating a single digital platform that
unites the information systems of the Ministry of
Labor and Social Protection of the Republic of
Uzbekistan, the Pension Fund of Uzbekistan, as
well as republican, regional and municipal
executive authorities providing social support
measures. The unified digital platform will include
a register of recipients of social services, formed
from the Unified State Social Security Information
System and the Unified Population Register.
Gradually, all processes for assigning and
providing social support measures will be
transferred to this platform. With its help, citizens,
including residents of our region, will be able, for
example, to receive pensions and benefits without
applications and supporting documents.
In 2021, the department implemented projects in
the field of information technology within the
framework of the services provided by the Pension
Fund.:
- maintaining information about the employment
of citizens in electronic form;
- non-explicit issuance of a state certificate for
maternal (family) capital;
- electronic information interaction of the Pension
Fund with banks to manage the funds of the parent
capital for the payment of the initial mortgage
payment and for repayment of the existing
mortgage loan without contacting the Pension
Fund;
- undeclared registration of a monthly cash
payment (EDV) to citizens with disabilities;
- informing parents about the assignment of the
insurance number of an individual SNILS personal
account to a newborn child.
The difficult situation related to the coronavirus
has led to an accelerated transition to digital
technologies and online services. Thanks to them,
the Pension Fund authorities made payments to
families with children as quickly as possible.
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The
Digital
Uzbekistan
2030
Digital
Transformation Strategy talks about a Single
Contact Center.
The only contact center is that the bot answers
simple questions, but if necessary, it redirects the
call to an employee of the relevant department. A
bot is an artificial intelligence, with the help of
which it is planned to provide citizens with about
20% of the total number of consultations. The
quality of his answers is currently being evaluated
in a test mode.
The created Unified Contact Center for interaction
with citizens will become a single structure for the
Pension Fund of the Republic of Uzbekistan. This is
a one-stop shop principle, only for telephone
consultations.
To date, a number of PFU services are provided in
real
time
thanks
to
the
system
of
interdepartmental electronic interaction (IMEM).
These are:
- informing about the status of an individual
personal account in the compulsory pension
insurance system;
- issuance of a certificate on the amount of pension
and other social benefits;
- informing citizens about the classification of
citizens of pre-retirement age;
- providing information about the work activity
contained in an individual personal account;
- informing citizens about the provision of a set of
social services;
registration in the system of individual
(personalized) accounting (assignment of SNILS),
including acceptance of applications for changing
personal data and issuance of a document
confirming registration in the system of individual
(personalized) accounting;
- accepting applications for posting information
about a vehicle driven by a disabled person or a
vehicle carrying a disabled person or a disabled
child in the state information system "Register of
Disabled People".
Undeclared provision of services means that a
person is provided with a service based on
information in state registers and information
systems, and then informed about its provision
through a personal account on the portal of public
services and on the PFU website, via e-mail.
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