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24 August 2021, 10:07

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Photo by Y. Ivanko.

New employees are trained in the rules of communication, the ability to cope with non-standard situations and algorithms for the provision of almost 300 public services.

It has been 10 years since the opening of the first center of public services in Moscow. Much has changed over the years, including the approach to the provision of public services. A good attitude towards guests and a desire to help in any situation, specialists are taught in the training center of the offices “My Documents”.

When every visitor counts

In December 2018, a branch of the My Documents office training center was opened in the building of the Palace of Public Services at VDNKh. Here employees are trained before they start working directly with people.


Communication trainings are always held live. Small auditorium, comfortable soft chairs and blackboards, where the main things for beginners are written.

“The client is always right”, “save the client’s time”, “helping people with pleasure and pride” – such moments are sorted out with newcomers. “Why do I work in the center of public services?” – this is not a rhetorical question written on one of the boards. People of different ages, with different education and work experience sit in a semicircle, talk and answer the trainers’ questions.

“The ability to communicate with visitors to the centers and the skills of working in non-standard situations are taught by trainers-psychologists. They conduct various trainings, often travel to the offices of “My Documents”, it is important for them to understand what is happening on the ground. They do not just talk about something, but give real examples, analyze them, together looking for a way out of difficult situations. The most popular trainings are “Customer Service Basics”, “Conflict Management”, “Stress Management”. Each lasts about 6.5 hours, ”notes Natalya Chistyakova.

The trainers tell you how to communicate with visitors correctly, what procedure should be followed by a specialist, what these actions are aimed at. They also analyze various situations: for example, how an employee should act if the client is dissatisfied.

But what if a visitor comes for a service that they cannot provide? “You should suggest where he can get it, and express regret that you could not help the guest,” the coach reveals the secrets of communication.


Be useful to people

The algorithm for the provision of public services is taught by trainers who themselves used to work in the offices of “My Documents”. They are well-established specialists with rich experience and pedagogical education.

In the classroom, each computer program used by employees is analyzed in detail. Four trainings are held, each lasting from four to seven hours. Now, in practice, in the computer classroom, they explain how to provide each of the more than 280 services available at My Documents offices. And if necessary, the trainer additionally answers all questions.

Vladislav Kurkurin started working in the “My Documents” center in the Teply Stan district just a few weeks ago. He came into the public services sector during a pandemic. When it started, I decided to change jobs and got a job as an operator in the call center of the capital’s social development complex.


Sincere service

Over the six years of operation of the training center, more than 110 face-to-face and online programs and more than 200 distance courses have been created, more than 150 thousand training events have been held. Classes are held not only for new employees, but also for those who are already quite experienced – to improve their qualifications or move to a higher position. For such employees, they create their own programs, where they understand more complex issues and situations.

In 2014, the “Moscow standard of public services” was adopted, the criteria of which were proposed by the residents themselves. Since then, the offices of “My Documents” have set a high standard in the provision of services, which they successfully maintain today. In 2017, perhaps the main distinguishing feature of Moscow public service centers was added to the standard – the implementation of the “Sincere Service” project. This is a concept when employees not only set themselves the task of providing a government service, but also try to help the visitor, hear him and do everything possible so that he leaves with a resolved problem and a good mood.

Many employees who have been trained at the center and have been working for more than one year say that the recommendations of the trainers regularly help them in their work.

Among them is the leading specialist Alena Alekseeva, she came to “My Documents” immediately after graduation. The girl admits that the most difficult thing in learning was to remember the entire amount of information.


Well-thought-out and relevant training programs allow thousands of employees of public service centers to do their work efficiently and quickly, and to communicate with people really sincerely. Muscovites visiting My Documents offices have already appreciated these results. Over 97 percent of applicants – over three million people – like on the quality assessment panel in the reception windows. Delegations from different regions of Russia and other countries of the world regularly come for the experience of training specialists in the capital.

EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure not be perfect.

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