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Meeting on the implementation of the principles of customer-centricity in the activities of public authorities

Deputy Prime Minister – Chief of Staff of the Government Dmitry Grigorenko held a meeting with the heads of federal executive bodies, as well as a number of constituent entities of the Russian Federation, on the implementation of the principles of customer-centricity in the activities of public authorities.

This work is being carried out as part of the implementation of the Client-Centric Initiative, which was included in the list of 42 initiatives for the socio-economic development of Russia until 2030, approved by the Government in October this year. The meeting participants were presented with a set of tools with which it is planned to orient both the services provided by state bodies and the work of the state bodies themselves to the needs of citizens.

“The main expectations of citizens when receiving public services are associated with an individual approach to solving their personal problems in the most convenient way for them. Client-centeredness is a change in the approach of the state to the provision of services not as an ideal process, but as achieving the final result in the form of citizen satisfaction. Therefore, customer-centricity runs through all the strategic initiatives of the Government, ”noted Dmitry Grigorenko.

Meeting on the implementation of the principles of customer-centricity in the activities of public authorities

The Deputy Prime Minister said that today there are already successful examples of the application of the principles of customer-centricity in the work of government agencies, in particular, various proactive payments to citizens and representatives of the business community through the portal of public services. The positive experience, he said, should be used by other government agencies along with the developed rules and tools for the implementation of the principles of client-centricity. One of the key such tools will be a user testing laboratory, which is scheduled to open before the end of this year.

“It is planned that both existing government services and new ones will be tested in the laboratory, which is the most important. Before launching, each service will be tested for compliance with the developed standards and requirements and, if necessary, adjusted to meet the needs of citizens, ”explained Dmitry Grigorenko.

Dmitry Volvach, Deputy Minister of Economic Development and Trade, spoke about this work in more detail.

“We have developed standards of interaction between the state and each of the categories of its clients. These are mandatory requirements, which are formulated in such a way that authorities at all levels can in practice improve their managerial maturity and client-centricity, ”said Dmitry Volvach.

The meeting also raised the issue of staffing the implementation of the initiative. Deputy Minister of Labor and Social Protection Elena Mukhtiyarova said that it is planned to conduct training for each civil servant within the next three years. According to Elena Mukhtiyarova, the task is not just to convey information about the standards and principles of behavior to every civil servant, but to change their attitudes and views on their role in society.

At the end of the meeting, Dmitry Grigorenko announced the start of a pilot project to introduce the principles of client-centricity, in which the Ministry of Economic Development, the Ministry of Finance, the Ministry of Finance, the Ministry of Labor, the Federal Tax Service, the Federal Property Management Agency, as well as the Moscow, Lipetsk, Tula regions and ANO Analytical Center for the Government of the Russian Federation are planned … It is expected that as a result of the implementation of the pilots, the tools for implementing the principles of client-centeredness will be tested and criteria for assessing the effectiveness of these tools for further scaling the project will be developed.

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

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