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MIL OSI Translation. Region: Russian Federation –

Source: Ministry of Economic Development (Russia) – An important disclaimer is located at the bottom of this article.

Over the past 16 years, the level of citizen satisfaction with the quality of government services received has increased almost 7 times and today consistently exceeds 90%. This is due to the constant expansion of the list of services available to the population, the introduction of new services and the use of digital tools in the work of the “My Documents” multifunctional public service centers. This was stated by State Secretary – Deputy Minister of Economic Development of Russia Alexey Khersontsev. He spoke in the business program at the Day of Public Services on February 11, 2024.

The first “My Documents” centers appeared 16 years ago, but the official start of the federal project to develop a network of public services in the country was given in 2012 after the release of the Presidential Decree “On the main directions for improving the public administration system.” Over the years, the number of “My Documents” offices has increased to 12.6 thousand, which made it possible to ensure coverage of the population with government services at a level above 90%. The capabilities of the centers gradually expanded: today they provide citizens with more than 500 types of various government services. So, in addition to the standard list – registration of an all-Russian or foreign passport, SNILS, obtaining information from the Unified State Register – citizens can submit an application to refuse the collection and placement of biometric data, file an application for extrajudicial bankruptcy, issue a “State Key” to obtain an electronic digital signature, etc. d.

Simultaneously with the development of the network and the emergence of new services, citizens’ satisfaction with the quality of services also grew. In 2004, only 14% of citizens who applied to government agencies could receive government services of adequate quality. Currently the satisfaction level is 95.7%. This was influenced, among other things, by a reduction in waiting time in line by almost 4 times – to an average of 15 minutes instead of 55 minutes, as was the case, for example, in 2012.

Today, “My Documents” offices operate in 89 constituent entities of Russia, including new regions. Until 2012, public service centers existed separately only in some regions and operated on the one-door principle.

“Multifunctional centers “My Documents” have gone through an evolutionary path of development. Today they successfully act as a single client center for face-to-face interaction between citizens and the state. A person always has the opportunity to receive the most popular government services within walking distance in the “one window” mode in the “My Documents” offices, by calling a contact center or using electronic services. Today we are creating user support sectors in our offices so that visitors can independently receive the service electronically. We also constantly introduce and improve digital technologies for interacting with the public, optimize work processes for speed of service, and train employees in the principles of customer-centricity. As a result, the level of population satisfaction with the quality of government services in the My Documents centers has exceeded 90% for 10 years, and our offices compete with commercial companies in terms of customer service. We strive for such high indicators in new regions, where the level of provision of public services must and will definitely correspond to all-Russian standards. This task was set before us by the country’s leadership, and we are successfully fulfilling it with the support of the Government,” said State Secretary and Deputy Minister of Economic Development of Russia Alexey Khersontsev.

Russia’s successes in the digital transformation of public services were noted in his speech at the meeting by Deputy Prime Minister of the Russian Federation Dmitry Chernyshenko.

“The impetus for the widespread transfer of interaction between citizens and the state into a digital format was the decree of President Vladimir Putin issued in 2020. If in 2019 only about 5% of mass socially significant services were available in electronic format, now they are already 100%! More than 87% of certificates, social benefits and allowances can be obtained online. By the end of this year we will transfer the remaining 13%. Our successes were highly appreciated abroad – the World Bank included Russia in the top 10 countries in terms of the level of digitalization of the public service sector,” the Deputy Prime Minister shared.

Note; This information is raw content directly from the source of the information. This is exactly what the source states and does not reflect the position of MIL-OSI or its clients.

Please note; This information is raw content directly from the information source. It is accurate to what the source is stating and does not reflect the position of MIL-OSI or its clients.

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

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