Rosreestr, Federal Tax Service, Rosakkreditatsiya and Rosfinmonitoring are the most client-centric

The highest level of implementation of the principles of client-centricity among federal authorities (federal authorities) in 2023 had Rosreestr (implementation index was 74.6%), Federal Tax Service (73.5%), Rosakkreditatsiya (72%) and Rosfinmonitoring (71%). The results of the preliminary rating are contained in the presentation (available to Kommersant) by Secretary of State and Deputy Head of the Ministry of Economy Alexei Khersontsev to a meeting of the White House chief of staff supervising the project, Deputy Prime Minister Dmitry Grigorenko. It took place yesterday as part of the forum on customer-centricity in public administration. The average index value for all federal executive authorities was 49.5%. As Alexey Khersontsev noted, this year the results are “more of a formal nature” – the departments’ implementation of “road maps”, work with services, etc. were assessed. In 2024, according to him, the rating will begin to take into account feedback from the client, then there is the effectiveness of the work done, from the point of view of citizens, companies and fellow officials.

In 2023, the authorities began the main phase of the implementation of the federal project “State for the People.” It provides for the introduction of a new service delivery model based on prototypes of 24 priority life situations (“Large family”, “Construction of an individual residential building”, “Getting into an emergency”, etc.), into which they are immersed and “repackaged” with simultaneous enlargement and exclusion duplication of about 350 types of government services (see Kommersant, May 22).

At the federal level, 60 departmental “road maps” were approved, totaling about 6 thousand control points (measures to bring processes to client-centric standards), noted Alexey Khersontsev. Departments report for their implementation to the Government Analytical Center; now the deadline has passed for 3 thousand measures, 67 remain unfulfilled (see chart).

According to Dmitry Grigorenko, in 2023, plans to develop 24 prototypes have been completed, and processing of 15 life situations has been launched (on the public services portal and the MSP.RF platform). In addition, federal executive authorities assessed more than 400 popular services. It turned out that a third of them (138) need to be improved, 50 services have already been optimized. As a result, on average, the time for their provision was reduced by half (from four to two days), and the number of required documents was reduced by one and a half (from three to two days).

Venera Petrova