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MFC "My Documents"
Russia
Global analog: "Service NSW" (Australia)
The year of realization: 2014
Type of innovation: digital; technological
Urban function: governmental services
The level of implementation: national
Participants: government authorities; citizens
The model of communication: G2C; G2G
Source: link 1, link 2
Problem in Russia:
Many citizens face difficulties in obtaining public services due to their distribution to various institutions. MFCs combine these services under one roof, which speeds up the process and makes it more convenient.
In traditional institutions, you can often encounter long queues. The MFC is implementing an appointment system and electronic queues, which significantly reduces waiting times.
The process of submitting documents and obtaining information about the necessary procedures can sometimes be difficult. The IFC offers advice and assistance in filling out documents, which makes services more accessible to citizens.

Solution in Russia:
Some of the problems that multifunctional centers for the provision of state and municipal services solve:
  • Simplification of lengthy and uncomfortable procedures. Applicants can get services in one place, without having to go to different institutions and deal with bureaucracy.
  • Reduced service delivery time. The centers simplify documentation procedures, combine the work of various departments, and reduce time and money costs.
  • Countering the emergence of corruption. In the process of interacting with the MFC, legal entities and individuals do not contact specific government officials, communication takes place with unbiased and disinterested persons.
  • Improving the comfort of the process of receiving services. By contacting the multifunctional center for help, a citizen will promptly receive an answer to his request.
  • Assistance in protecting the rights of applicants. MFCs can assist citizens and organizations in protecting their rights when receiving state and municipal services, which reduces the number of unmotivated refusals and violations of service delivery deadlines.

Key differences from the global analog:
MFC "My Documents" (Russia) and "Service NSW" (Australia) differ in their approach to the organization of the provision of state and municipal services. MFCs in Russia are government agencies that provide services on a one—stop-shop basis after a single request from an applicant. Service NSW is an agency of the Government of the State of New South Wales (Australia) that integrates government services in one place through online services, telephone or in service centers. The Service NSW centers also have a "self—service" option - customers can use kiosks for simple transactions that they can complete themselves.
By 2018, the level of public satisfaction with the quality of public services provided through the MFC reached more than 90%, and the average waiting time in the queue has decreased by 3.7 times since 2012 and amounted to less than 15 minutes.
An authorized multifunctional center (authorized MFC) - a multifunctional center located on the territory of a constituent entity of the Russian Federation, authorized by an act of the supreme executive body of state power of a constituent entity of the Russian Federation to conclude cooperation agreements with federal executive authorities, bodies of state extra–budgetary funds, as well as to coordinate and interact with other multifunctional centers located on the territory of this the subject of the Russian Federation, and the organizations involved.

Interdepartmental information interaction - interaction on the exchange of documents and information, including in electronic form, between bodies providing state or municipal services and the IFC.
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