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Deputy Prime Minister – Chief of Staff of the Government Dmitry Grigorenko opened the first user testing laboratories, which will become one of the key tools for introducing client-centric principles into the activities of government bodies.

The tests that will take place in laboratories will assess the comfort and ergonomics of public services at every stage of its receipt. Based on the analysis of the test results, a decision will be made on the need to adjust the procedure for obtaining public services. At the same time, it is assumed that both existing and completely new services will pass through the laboratories.

“We understand that if we want to make public services truly convenient, we must design them from the user’s point of view. The level of development of science and modern technologies allows us to lay in the basis of the procedure for obtaining services an individual approach to solving the problems of citizens and business. For this, we have opened user testing laboratories, ”said Dmitry Grigorenko.

The laboratories are not inferior to their counterparts in the private business in terms of the equipment they are equipped with, and are unique for the public sector. At the same time, the domestically produced biobracelet and electroencephalograph included in the kit are ahead of many foreign samples in their characteristics. During the testing process, a person’s reactions will be recorded when using a particular service and the activity of both the brain and the nervous system will be analyzed.

Testing one service will take about two weeks. Recommendations for improving the service, developed based on the test results, will be sent to the relevant executive authority. If such changes turn out to be impossible within the framework of the current regulatory framework, laboratory specialists will prepare expert proposals for its adjustment.

Currently, two user testing laboratories have been created – for individuals, as well as for business and government officials. Both laboratories were opened on the basis of the Analytical Center under the Government of the Russian Federation. It is assumed that they will test the services of the authorities included in the pilot project to implement the principles of customer-centricity. The corresponding order was signed by Prime Minister Mikhail Mishustin on December 27.

It is planned that 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” will take part in the pilot project. Based on the results of the project, a decision will be made on the further dissemination of the experience of such laboratories.

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.

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

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