Vusala Muzaffarova, Project Management Coordinator, DOST Digital Innovations Center, Azerbaijan

​​​​​​1. How do you use your role to ensure that technology and policy are truly inclusive?

Currently, I work as an IT project coordinator, managing and analyaing social digital projects from both technical and business perspectives. I have 10+ years of experience in implementing state policy.

With extensive knowledge of social legislation, I also work with regulatory and legal documents, develop legal frameworks, and provide legal assistance within the social system.

I believe that to direct my activities effectively and implement successful projects, it is essential to understand society’s needs and expectations.

My knowledge, skills, position, and role in the institution play a key part in ensuring the accessibility of technology, supported by policies in labour, employment, and social protection. 

2. What’s a moment in your career when you saw firsthand how technology or a new policy changed a citizen’s life for the better?

I have spent almost my entire working life implementing public services, particularly in the fields of labour, employment, and social protection, as well as their digitalisation.

Traditional service delivery often poses challenges for people in many ways, and our priority has been to make these services accessible to everyone, everywhere, at all times.

One of the most rewarding moments in my career has been providing proactive services - ensuring citizens’ rights without their request and informing them about these rights - which allows me to see firsthand how technology and policy improvements can positively change a citizen’s life. 

3. What was the most impactful project you worked on this year, and how did you measure its success in building trust and serving the needs of the public?

This year, we have delivered erght new projects in the field of employment. These services are designed for job seekers, unemployed individuals, and institutions alike.

Unemployment remains a social challenge for the state, and these projects aim to address it effectively. Key digitalisation initiatives this year have included the digitisation of unemployment insurance payments, the development of career planning tools, and the digitalisation of the vocational training process for job seekers and unemployed individuals.

The measurable outcomes, such as faster processing times, higher engagement with digital tools, and positive user feedback, indicate that these initiatives are making a tangible difference in people’s lives and reinforcing the credibility of public services. 

4. What was one unexpected lesson you learned this year about designing for real people? This can be about a specific project or a broader lesson about your work.

Every region and country have its own people, cultures, ways of thinking, and approaches to issues. Legislative acts, systems, and projects are developed with these characteristics in mind.

I believe that these differences must also be considered when applying international experience in our country. I observed this particularly clearly when implementing international practices in the field of employment.

The main challenge was to recognise these differences and adapt the experience effectively to our country’s context.

5. We hear a lot about AI. What's a practical example of how AI can be used to make government services more inclusive and trustworthy?

After implementing digitisation and automation in recent years, we have begun using artificial intelligence (AI) to further streamline the work of many people. This innovation benefits citizens, employers, and the institution’s employees alike.

Projects such as an AI-powered chatbot for processing citizen applications, tools for assessing disability, and systems for matching job seekers and unemployed individuals with suitable employers represent our first initiatives of this kind.

Currently, our activities and research in these areas are ongoing.  

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6. How are you preparing for the next wave of change in the public sector? What new skill, approach, or technology are you most excited to explore in the coming year?

I don’t favour stability; constantly developing and moving forward is very important for my motivation.

The key is to recognise needs and act whenever possible. This allows us, even without a specific task, to propose initiatives for change and innovation to state leadership.

In the coming year, new projects are planned, particularly focused on vulnerable populations - supporting the self-employment of unemployed individuals and ensuring decent work opportunities for job seekers.

At times, we implement more projects than initially planned, and achieving this brings us great satisfaction.

​​​​​​​7. What advice do you have for public sector innovators who want to build a career focused on serving all citizens?

Our innovations should be accessible to people from all categories. Startups that engage and support a wide audience deserve special attention.

As I mentioned earlier, it is essential to accurately identify the needs of the population and determine what will be most beneficial to them. Our colleagues working in various fields should conduct market research, identify gaps, and take appropriate action.

The primary goal of the state is to ensure the well-being of its people, and as representatives of the state, our activities should align with this objective. 

​​​​​​​8. Who inspires you to build a more inclusive and trustworthy public sector?

I would say that everyone who benefits from our services and expresses gratitude inspires me to innovate and create new services and projects.

I think about this not only during the day but even at night. Any activity that satisfies people and makes their work easier brings me joy.

Of course, we must also acknowledge our teammates who implement these projects - the support of top management and their satisfaction are equally important factors. 

​​​​​​​9. If you had an unlimited budget, what would your dream project be?

Most likely, it would be possible to provide employment for the entire population of the country, as this is a crucial issue and one of the most significant social challenges.

Addressing it would help resolve many related problems and is also vital for human resource development. Stable employment fosters self-confidence in citizens and allows them to engage in various activities without the concern of unemployment.

In many cases, this contributes to individuals being healthy, productive members of society. 

​​​​​​​10. Outside tech, what excites you the most?

The fact that my work benefits people and my country, the appreciation I receive, and the new knowledge I gain all motivate me. However, it is not only professional activity that inspires a person.

My personal engagement in art and certain sports, as well as meeting new people and experiencing new environments, adds extra excitement.

The people around me who love, understand, value, and support me also play a very important role in motivating me in this work.