Proactive format that we build into social services is, mainly, information, provision of advance information on social benefits. It means that if a family has a child, they need to learn about different kinds of support, but it does not mean – the government does not have such plans – that the family will automatically receive certain benefits — Maxim Topilin, Minister of Labour and Social Protection of the Russian Federation.
Proactive provision of social services is what people expect from us. Let’s take child allowance. In order to get it, one has to collect so many papers. <…> In our republic, we would like to implement a project to provide these services proactively. It means that when a child is born, parents do not need to do anything, the state collects all electronic documents, and money is sent to their account — Aysen Nikolaev, Head of Sakha Republic (Yakutia).
The problem is that the state treats people as citizens. Just imagine that a person is a state’s client: it implies a dramatic shift in perception. You will see that we all compete for the same people, state’s clients, bank’s clients, telecom clients. In our bank, we provide instant, proactive services, we give recommendations to clients, and they get used to it. And then they expect the same from the state — Alexander Vedyakhin, First Deputy Chairman of the Executive Board, Sberbank.