Friday, March 29
Law

Within the framework of the “State for People” project, 24 life situations will be developed to simplify the provision of public services to the population of Russia

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The launch of “life situations” will halve the waiting period for receiving public services and the number of documents required for this, informing the client will become round-the-clock, and the need to visit departments will be minimal.

The main feature of the work carried out is that the optimized public services work as efficiently and conveniently as possible for citizens. The development of the proposed 24 life situations should be completed by the end of 2023.

These situations include about 500 public services and services that will be analyzed for compliance with customer-centric standards. If necessary, the process of obtaining the service will be replaced with a more convenient one for citizens. At the same time, not only the services themselves are evaluated, but also a set of actions of a citizen or entrepreneur to interact with government agencies to obtain the final result. The key principle of work here is a direct and convenient way to solve issues for the population.

The purpose of the work carried out is to increase the level of satisfaction and trust of the population in the state, for which the principles of client-centricity are introduced into the work of public authorities. They are based on constant monitoring and analysis of human needs.

Since the beginning of this year, federal government agencies have been independently evaluating their services, which they have selected for testing, for compliance with customer-centric standards. Among other things, the set and quality of interaction channels are evaluated. In parallel, a similar assessment is carried out on the basis of the Analytical Center under the Government of the Russian Federation, which, within the framework of the project, provides expert methodological support and advice to authorities and regions. Currently, 64% of the 228 public services provided by 53 departments meet the standards of client-centricity.

The tools of client-centricity are not only life situations, but also monitoring of the quality of services, a feedback system and a network of user testing laboratories.

 

A source: https://e-cis.info/news/567/109265/

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