Timur Shalekenov, with extensive experience in developing and adapting digital products across various countries, shared his vision for the future of social support in Kazakhstan and the lessons he learned while working at the intersection of technology and the public sector.
Timur, can you tell us what led you to the digital sphere and how this journey prepared you for working on social projects?
— I have always been attracted to innovations and the opportunity to make life more convenient for users. One of the first major projects was the launch of telecom payments at Beeline — enabling users to use their phone balance as a payment method. At that time, our team aimed to make financial transactions accessible literally in the user's pocket. It was a challenging launch, as mobile finance was not as obvious in 2013 as it is today. We had to convince partners, regulators, and most importantly, our own compliance team that this was a viable idea. As a result, we managed to be the first to launch in Central Asia, while our nearest competitor was able to recreate a similar product only a couple of years later. This was an interesting experience, during which I realized that it is not only important to create a convenient product, but also to offer it at the right moment to the right user.
The project made everyday operations simpler and more accessible, saving time and providing new opportunities. We continue to use this approach to this day, especially in the "Social Wallet," where proactive support measures can significantly improve people's lives.
How has your international experience influenced your approaches to product creation, especially in such diverse countries as Indonesia and Russia?
— Working in different countries has become an essential part of my professional growth. For example, in Indonesia, we transformed the microcredit company Cashwagone into a P2P platform where users could lend to each other directly. For Indonesia, where many people lack access to banking services, this turned out to be a sought-after solution. This project taught me to quickly adapt to market peculiarities and consider cultural aspects.
In Russia, while working on VK Pay, I encountered a mature fintech market. Here, the main task was to enhance the customer experience for demanding users. These contrasting markets helped me learn how to create products that adapt to different conditions. This experience proved particularly useful in developing the "Social Wallet," where it is crucial to consider not only technical aspects but also the real needs of users.
What, in your opinion, makes the "Social Wallet" unique?
— The "Social Wallet" is a platform that aggregates state support measures, where the government provides and delivers assistance directly. In turn, citizens can use it in a proactive format. In Kazakhstan, certain social assistance measures are currently distributed en masse, without considering individual needs. Thus, the "Social Wallet" changes this approach by offering help to those who genuinely need it.
In 2022, when I joined the project, it became clear to me that we needed to shift the previous vector and move away from monetary measures, focusing instead on non-monetary forms of state support. I am convinced that this is where colossal potential for improvements lies. The concept has been revised multiple times until it received full approval from all stakeholders. Currently, the "Social Wallet" has over 500,000 users, and this trust demonstrates that the platform resonates positively with people. The main goal is not just to create a tool but to build a system that automatically responds to changes in the user's situation. For instance, proactive support measures that trigger before financial difficulties arise are an important innovation we are currently working on.
What role do data play in improving the "Social Wallet" and its functionality?
— Analytics is a crucial element in creating an effective product. We regularly track how users interact with the platform. Subsequently, we adjust the interface, adding features that facilitate access to assistance. For example, last week, over 150,000 units of medication were dispensed. Meanwhile, I read feedback, talk to users, and understand how much more we need to refine the product. Data helps assess which measures are the most effective and direct resources where they will provide real benefits.
Implementing a feedback feature not only allows us to adjust the product but also makes the support process transparent, strengthening citizens' trust in the platform.
How has the experience of working with global counterparts influenced your approach to the "Social Wallet"?
— We studied international experiences — from social cards in Moscow to food stamps in the USA. But Kazakhstan is unique: a high level of digitalization and smartphone penetration allows projects like the "Social Wallet" to be maximally accessible. This inspired us to create a solution that operates at a high level and upholds principles of fairness and targeting.
What do you think are the main problems that the "Social Wallet" has helped to solve?
— Working on the "Social Wallet" has shown that state support measures can be not only functional but also maximally convenient, transparent, and oriented towards the needs of each individual. In my opinion, this approach sets a new standard: social programs can and should adapt to people's lives, rather than the other way around.
What are your future plans for the development of the "Social Wallet"?
— We see vast opportunities for improving the project. Continuously adding new services is critically important; however, it is necessary not just to digitize current processes but also to redesign the support measures themselves. Providing the government with digital tools for managing and tracking effectiveness, and starting to make decisions based on data. This will change citizens' perceptions of the assistance they currently receive. We want to create a universal tool that allows every person in need of support to receive it in a convenient format. An essential component should be an information feed in the "Social Wallet": not imposing specific actions but gently guiding the user, encouraging a more conscious attitude towards financial and social aspects of life through engaging formats like short videos or simple infographics.
The "Social Wallet" is not just a successful project but an innovative solution that introduces new benchmarks in transparency and targeting. This project proves that modern technologies can bring services closer to people, building a bridge of trust between the government and citizens.