How Caixa Econômica Federal and DMA Are Enabling Inclusive Digital Access for Millions of Citizens Across a Continental Nation

Caixa Econômica Federal is Brazil's largest public bank and a central pillar of the country's social and financial infrastructure. Serving over 153 million customers and present in nearly every municipality, Caixa operates critical financial services and government social programs, connecting public policy directly to citizens at national scale.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

Caixa Econômica Federal is Brazil's largest public bank and a central pillar of the country's social and financial infrastructure. Founded over 160 years ago, Caixa plays a unique role at the intersection of banking, public policy, and citizenship, operating essential financial services while serving as the main executor of federal social programs.

With more than 153 million customers, presence in 99% of Brazilian municipalities, and over 4,300 service points, Caixa operates one of the most complex customer service environments in the financial services sector. Its portfolio includes retail banking, housing finance, savings, lotteries, and the nationwide distribution of social benefits such as Bolsa Família, reaching populations with very different levels of income, connectivity, and digital literacy.

Historically, Caixa has faced the challenge of delivering consistent, reliable service at national scale in a country marked by deep regional and social disparities. Prior to the Digital Call initiative, a significant portion of its customer base relied primarily on voice calls and in-person service, limiting the reach of traditional app-centric digital channels.

In recent years, Caixa has increasingly focused on digital transformation strategies designed to expand access without excluding underserved populations. Through continuous modernization of its service infrastructure and partnerships with technology providers such as DMA, Caixa has evolved from a predominantly voice-based operation into a hybrid, digitally enabled service model capable of delivering efficiency, scalability, and inclusive access across Brazil.

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

Caixa Econômica Federal achieved a significant transformation in national-scale financial customer service through the deployment of DMA's Digital Call technology in its service operations. The initiative converts traditional voice calls into guided, app-like digital journeys, without requiring mobile app installation, logins, or advanced digital literacy.

Operating at national scale, the solution handled 38 million calls in 2025 across all regions of Brazil. More than 10 million calls were fully digitized, representing 25% of Caixa's entire contact center volume. As a result, 41% of customer requests were resolved without human agent intervention, delivering substantial efficiency gains while preserving accessibility.

The technology reduced pressure on physical branches and traditional voice handling, generating over R$14 million in avoided operational costs in 2025 alone. At the same time, Digital Call enabled consistent service delivery across regions with very different levels of connectivity and digital literacy, ensuring that citizens using basic mobile devices could access the same digital self-service options as smartphone users.

Caixa also demonstrated measurable population-level adoption. Over the last 12 months, Digital Call reached 55% of the population in the Southeast, 52% in the Midwest, 50% in the South, 36% in the Northeast, and 34% in the North, demonstrating effective national reach beyond urban centers. Together, these achievements demonstrate how technology was successfully applied to modernize financial customer service, combining automation, system integration, and inclusive access at unprecedented scale.

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):

The achievements highlighted in this nomination are unique because they demonstrate how technology can modernize financial customer service at national scale without relying on app-centric or digitally exclusive models, which remain the dominant approach in the banking industry.

Across financial services, most digital transformation initiatives prioritize proprietary mobile apps, logins, and high-performance smartphones. While effective for digitally mature segments, these approaches often struggle to scale in environments with uneven connectivity, device limitations, and diverse socio-economic profiles. Caixa operates one of the most complex service ecosystems in the sector, serving over 153 million customers nationwide, many of whom continue to rely primarily on voice channels.

What differentiates this achievement is the use of voice as a digital gateway, combined with a technology architecture that does not require a dedicated app. DMA's Digital Call delivers visual digital journeys through interfaces already supported by standard mobile operating systems and pre-installed components, enabling access even on low-end smartphones and avoiding friction associated with downloads, updates, or device constraints. This design choice is critical for achieving reliable adoption at national scale.

Compared to Caixa's past performance, the impact is equally significant. Historically, a large share of customer demand depended on human-assisted calls and in-person service. With Digital Call, Caixa achieved 41% resolution without human intervention, digitized 25% of its entire contact center volume, and generated measurable operational savings, all while expanding digital access across every region of the country.

In contrast to many industry initiatives that succeed only in pilots or limited customer segments, this solution demonstrates sustained adoption, system-wide integration, and proven business impact at national scale, positioning Caixa as a reference for how technology can deliver efficient, resilient, and inclusive customer service in financial services.

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):

This nomination is supported by two complementary attachments that provide direct evidence of the achievements, metrics, and technology described in this submission.

Attachment 1: "Caixa + DMA Digital Call Case Presentation" (PDF)

This document provides a comprehensive overview of Caixa Econômica Federal's customer service environment and the deployment of DMA's Digital Call technology at national scale. It details the strategic context, the technology architecture, and the operational rollout, and includes quantitative results referenced throughout this nomination, such as call volumes, digitization rates, automation outcomes, cost avoidance, and regional population reach. Visual dashboards and regional analyses included in the presentation substantiate claims related to system-wide adoption, measurable business impact, and inclusive service delivery across Brazil.

Attachment 2: "Digital Call Usability Demonstration" (Video)

This short video demonstrates a real Digital Call interaction from the customer's perspective. It shows how a traditional voice call is converted into a guided digital journey, including the display of the visual menu and the navigation flow. The video provides practical evidence of how the technology operates in real scenarios, supporting claims related to app-free access, low friction, accessibility on basic devices, and self-service resolution without human agent intervention.

Together, these attachments provide both documented results and an operational demonstration of the technology, offering clear and verifiable evidence of the achievements described in this nomination.