BELBİM | ULAŞIMDAN HAYATA, DİJİTAL DÖNÜŞÜM!

BELBİM is the founder of the R&D intensive 'Electronic Fare Collection System', which has been in service in the Istanbul public transportation system since 1987. Our company offers this system, which it has developed in-house completely with domestic and national software technology, to various sectors as electronic money and payment system with its accurate, secure transaction infrastructure.

BELBİM Inc., a subsidiary of the Istanbul Metropolitan Municipality, is a pioneering public institution that takes responsibility for digital services impacting public transportation and urban life in one of the world's largest metropolises, placing technology and artificial intelligence at the heart of customer service. The institution has evolved from a structure that only provided payment infrastructure to a digital transformation leader that produces AI-powered, proactive, and scalable customer experience solutions.

BELBİM's approach positions customer service not as a support function limited to call centers, but as a strategic area that enables data-driven decision-making, automation, and predictable service continuity. The AI-based solutions developed in this direction have made services that millions of users interact with faster, safer, and more error-free across a wide range of areas, from user verification processes to risk management, from application controls to the automatic processing of tariff changes.

Thanks to artificial intelligence and automation, the manual workload has been significantly reduced, errors have been minimized, and response times to customer requests have been reduced to seconds. BELBİM stands out today as one of the rare institutions that directly reflects publicly developed artificial intelligence applications into the citizen experience, simultaneously providing efficiency, trust, and accessibility in customer services. This performance has elevated BELBİM beyond being merely a technology implementer to becoming a role model organization in AI-focused customer service innovation.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1, 2023, BELBİM has implemented innovative solutions that transform artificial intelligence from a supporting technology in customer service into the service itself. Developed to improve user experience and eliminate delays, errors, and uncertainties at contact points, these artificial intelligence applications can now manage processes involving millions of citizens in seconds, reliably and without human intervention.

The AI-powered photo verification system instantly analyzes images uploaded during Istanbulkart applications, automatically detecting inappropriate submissions. By eliminating manual checks, it has accelerated application processes and increased customer satisfaction. Artificial intelligence-based document and age verification solutions read and verify documents requested from users in seconds, both shortening processing times and minimizing the risk of error.

Suspicious transaction monitoring and risk scoring systems developed for financial transactions proactively ensure user security by detecting potential problems before they affect the customer. Risk scanning and brand security solutions monitor threats in the digital environment 24/7, protecting user confidence. In addition, automatic processing of tariff changes using artificial intelligence has provided a critical gain in speed and accuracy in customer notification and service continuity.

Thanks to these efforts, BELBİM has transformed its customer services from a reactive support structure into a public service model that uses artificial intelligence to anticipate, prevent, and resolve issues without burdening the user, becoming an exemplary institution in AI-focused customer experience innovation.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

This artificial intelligence-based customer service transformation implemented by BELBİM is not the result of any legal obligation, regulatory pressure, or sectoral directive. On the contrary, it is the product of a visionary approach shaped by the ambition to carry Istanbul into the future; one that puts people at the center and puts technology at the service of public benefit. At the heart of this vision lies the management philosophy of our Istanbul Metropolitan Mayor, Mr. Ekrem İmamoğlu, who "is not afraid of innovation in the public sector, produces solutions, and directly impacts citizens' lives."

As a public institution, using artificial intelligence in customer services on this scale and depth required going beyond industry norms. BELBİM has left behind the traditional public service approach, which was limited to call centers or manual processes, and developed a model that anticipates problems before they arise, solves them without reflecting the error on the user, and can provide the same quality of service to millions of citizens simultaneously. Solutions such as document verification, photo control, risk monitoring, and automated decision processing using artificial intelligence are applications that are rare in the public sector and have limited examples even in the private sector. This transformation is not merely an increase in operational efficiency; it is a breakthrough that strengthens citizens' trust in the state and creates the perception that "world-class digital services are possible in the public sector." What makes BELBİM's success unique is that it positions artificial intelligence not as a technology showcase, but as a silent yet powerful service guarantee that stands by Istanbulites even in difficult times.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

The attachments submitted with this application clearly demonstrate that BELBİM uses artificial intelligence not as a technology showcase, but as an infrastructure that highlights its operational power, creativity, and service quality. The shared visuals and performance dashboards demonstrate the on-the-ground impact of the services offered to Istanbul residents through high usage rates, uninterrupted service delivery, and strong customer engagement.

Add-ons showing Istanbulkart Mobile, Istanbulkart Plus, digital campaigns, payment solutions integrated into city life, and customer touchpoints reflect a scaled and sustainable service ecosystem actively used in the daily lives of millions of users. These outputs have been made possible thanks to the speed, accuracy, and efficiency provided by the artificial intelligence and automation infrastructure working in the background. From application processes to risk management, from operational decision support mechanisms to content and campaign production, artificial intelligence has freed human resources from repetitive tasks, creating space for creative, strategic, and user-focused work.

The user numbers, transaction volumes, digitization rates, campaign performances, and award indicators included in the appendices demonstrate the measurable results of this approach. These data prove that BELBİM has established a digital service model with public support, limited resources, but high impact. The visuals document a transformation story where technology works quietly in the background but translates into clear, tangible, and sustainable benefits in citizens' lives.