Social Insurance Institution

Automated granting of benefits to families in Poland

Implementation year

After a legislative change, the Social Insurance Institution (Zaklad Ubezpieczen Spolecznych − ZUS) took over from 1 July 2021 a government programme for families in Poland called Dobry start (Good start) 300plus, aimed at parents of children attending school.

The benefits are granted through an automated software, with a ZUS robot granting benefits to over 4.2 million children based solely on electronically submitted applications through defined channels, namely, the ZUS Electronic Services Platform (Platforma Usług Elektronicznych – PUE), the EMPATIA system, and electronic banking.

Payments of benefits are only through bank account transfers. Thus, we have achieved a 100 per cent level of benefit payments through banks. The takeover by ZUS of the 300plus benefits and the automation of their granting will save the state budget an amount of 0.5 billion Polish złoty (PLN).

ZUS prepared a special package of customer support services to eliminate digital exclusion, offering mobile support points to submit online applications that are available outside the ZUS Headquarters, support in ZUS facilities, information brochures and a media information campaign.

Family benefits
Information and communication technology
Social policies & programmes