Otbasy Bank has tripled the pace of distributing rental and mortgage housing after transitioning to a digital model. The process was automated with the help of the 'Housing Provision Center' system, through which apartments transferred to the bank by local akimats are allocated. Previously, about 700 employees were involved in this process in akimats. Now, 20 Otbasy Bank specialists handle distribution, with core operations performed automatically, reports infohub.kz.
How does the new system work? The 'Housing Provision Center' consolidated the distribution of housing transferred to the bank into a single digital system. Automation allows data processing without significant manual operations and reduces the impact of the human factor. As a result, annual distribution rates have tripled. For citizens waiting to improve their housing conditions, this means a faster procedure.
However, digitalization does not eliminate the work of specialists with citizen inquiries. On the contrary, the bank views feedback as one of the tools for improving the system.
More than a million people need housing. After receiving the status of a national development institution, Otbasy Bank was given an additional task: to work with citizens registered as needing housing. Today, 1,082,000 people are on such a waiting list in Kazakhstan. The bank receives daily inquiries from citizens regarding housing distribution, participation conditions, and the procedure.
Each inquiry is reviewed by specialists, after which the applicant receives feedback. The bank notes that it is citizens' questions and suggestions that help identify emerging problems and adjust the system's operation. Thus, automation is primarily used to speed up standard operations, while specialists can devote more attention to inquiries and situations requiring individual consideration.
Every second mortgage loan. The digital housing distribution model has become a new area of work for the bank, which already holds a significant share of Kazakhstan's housing market. Today, Otbasy Bank accounts for 55% of the country's mortgage portfolio. Every second mortgage loan for purchasing housing in Kazakhstan is issued through the bank. Its clients include about 4 million Kazakhstani citizens, and more than 300 families celebrate housewarmings daily with Otbasy Bank's support.
Thus, the bank simultaneously develops mortgage lending and participates in the distribution of housing transferred by local akimats. The transition to a digital model allows speeding up this process, while constant work with citizen inquiries helps address emerging issues and increase the transparency of the procedure.