Half convenient public services – Kommersant

Of the 264 federal services provided by 62 departments, only slightly more than half (54%) comply with the principles and standards of client-centricity. Such an express assessment, based on the results of a self-examination of federal departments, was presented by the Analytical Center (AC) under the government. The authorities started this year the main phase of the implementation of the federal project “The State for the People”, which provides for the introduction of a new approach of civil servants to the provision of services. It was promised that the first assessment of the client-centricity of departments will be the starting point for improving the work of public services.

The project office for the implementation of the federal project “The State for the People” – the Analytical Center under the Government – conducted an express assessment of the self-examination carried out by the departments of the compliance of the services they provide with the principles and standards of client-centricity.

The AC analyzed 264 services from 62 departments. As follows from the results of this work available to Kommersant, 10% of services were rated B + (“good”), 44% – B (“satisfactory”), 23% – C (“bad”) and the same number – G ( “in critical condition”). None of the services was awarded the mark “excellent” and “excellent” (A + and A). Based on the results of this first-ever “rating”, the head of the government staff and Deputy Prime Minister Dmitry Grigorenko, who is in charge of the project, instructed the departments to re-pass a self-examination in relation to services rated below “satisfactory”, send its results to the AC and then approve the “road maps” to address the identified problems. .

Let us explain that since 2023 this project (it was based on one of the 42 approved initiatives for the socio-economic development of the Russian Federation until 2030 – “Customer-centricity”) has moved into the main phase of implementation. Dmitry Grigorenko explained earlier that we are talking about “changing the state’s approaches to the provision of services not as an ideal process, but as an end result in the form of citizen satisfaction.” In 2022, the main documents of the project were adopted: the “Declaration of Values” and three standards – “The State for Business”, “The State for People” and the “Standard for the Internal Client” (covers the processes of intradepartmental and interdepartmental interaction).

Last year, the project was implemented in a pilot mode, eight departments (including the Ministry of Economy, the Ministry of Finance, the Ministry of Digital Development) and five regions (Moscow, Lipetsk, Tula, Samara and Nizhny Novgorod regions) participated in the experiment. By 2023, all departments have adopted their concepts for introducing client-centricity (see Kommersant of January 25), the regions have yet to carry out this work. To test public services, special laboratories were also opened, the task of which is to study the client’s path when using public services and, if necessary, provide recommendations for their improvement. Client-centricity, among other things, implies a change in the culture and thinking of civil servants. To solve this difficult task, training of officials at all levels is provided.

It should be noted that the introduction of the principle of client-centricity in the activities of state bodies is actually a continuation of the reform of the state apparatus carried out by the government of Mikhail Mishustin in 2021. It provided for bringing the state and organizational structure of departments to a single standard, reducing their central offices by 5%, and territorial bodies by 10% (mainly due to vacancies while maintaining the wage fund). As Dmitry Grigorenko noted, the quality of public services is a criterion for assessing the success of the reform.

As part of the implementation of the client-centricity initiative, the departments started modeling 24 priority life situations (“Family with many children”, “Construction of an individual residential building”, “Getting into an emergency situation”, etc.). They include about 500 public services – they will be rebuilt in accordance with the principles of customer-centricity in the first place (enlarged, eliminate duplication, etc.). To identify the needs of citizens and the level of their satisfaction with public services, monitoring and feedback from users are envisaged. The departments will have to update public services and services as part of these life situations and form road maps for their implementation by the end of the year.

Venera Petrova