Deputy Prime Minister Dmitry Grigorenko took part in a session of the St. Petersburg International Economic Forum dedicated to the topic of client-centric public administration. The discussion was held within the framework of the track “National Development Goals: From Objectives to Results”.
“It would be more correct to ask the client himself about what customer-centricity is,” noted Dmitry Grigorenko. – For us, as representatives of the state, these are citizens and business. We conducted a sociological survey and asked what people think of customer-centricity. It turned out that first of all it is an individual approach and understanding of needs. The second question is – what do people need from the state? The answer is simple: solving problems in any form, here, now and with maximum efficiency. These are absolutely normal, not exaggerated expectations. It is to them that we must answer, this is the task we have set ourselves. “
In order to reorient the public administration system from achieving formal indicators to solving specific issues that are important for citizens and business, the Government is carrying out a large-scale readjustment of the work of the state apparatus. And here in the area of special attention is the personnel issue, Dmitry Grigorenko stressed.
“The cadres are everything – this is a classic. And our staff is different. They need to be managed, developed, they need to be trained. This is a whole ecosystem within the state. And the approach to this issue cannot differ depending on the department or level of government – municipal, regional, federal. The quality of work, the quality of services should be the same everywhere, ”said the Deputy Prime Minister.
Another prerequisite for the transition to a new format for the work of the state apparatus is profiling. “Even if you do the world’s best services and services, but you don’t know who you are doing them for, nothing will take off. Therefore, feedback is very important to us. Recently, a number of services have been launched that allow you to receive such feedback, build a system for the provision of public services according to the principle of life situations. We will continue to develop this approach, ”said Dmitry Grigorenko.
The expert discussion was also attended by First Deputy Chief of Staff of the Presidential Executive Office Sergei Kiriyenko, President, Chairman of the Board of Sberbank German Gref, Rector of the Russian Academy of National Economy and Public Administration under the President of the Russian Federation (RANEPA) Vladimir Mau, and Head of the Federal Tax Service Daniil Egorov.
EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.