Sergey Makarov, "Government for citizens": We passed to complete electronic document management with a number of federal agencies
Transition of the multifunction centers of providing the public and municipal services (MFC) to the digital platform – one of the most important components of the concept of the digitalization of public administration "Service state 2.0" accepted at the end of 2018 and calculated on 2018-2024. How digital transformation of MFC takes place in the Ulyanovsk region, Sergey Makarov, the director of the department of development of the electronic government of OGKU "The Government for Citizens" tells. In this region in MFC implemented the solution "AIS MFC Delo" of EOS Group company not so long ago.
What premises for a project startup on implementation of the AIS MFC Delo were?
Sergey Makarov: Ours the previous system worked since 2015 on many factors did not consider a number of requirements. Besides, significant changes in the current legislation behind which our former system and also the electronic services implemented from FOIVOV for interaction with MFC was not in time became premises of a project startup. In our former solution a set of electronic services for interaction with FOIVAMI was limited and its significant completion was necessary for their implementation.
Why the decision to refuse a system which was used earlier was made?
Sergey Makarov: We actually did not refuse it, just we prepared technical specifications on modification of software within which completion of the AIS MFC for interaction with electronic services FOIVOV and also reduction of a system in compliance with the current legislation was meant.
Tell, please about why the solution "AIS MFC Delo" was selected?
Sergey Makarov: We in detail studied the solutions on automation of activity of MFC existing in the market, left to other regions and watched different solutions directly in work. According to the results of the studied experience, at that time, we stopped the choice on "AIS MFC Delo" for a number of reasons.
First of all is the designer of services, very flexible and easy for studying, who allows us to develop forms for the services provided in MFC by own efforts. The second moment is an existence in the solution "AIS MFC Delo" of a huge number of the implemented adapters for interaction by means of SIEI with federal bodies after which implementation we at once managed to pass to electronic interaction on a number of federal services. The solution allowed us to be integrated with different information systems, both at the federal level, and on regional.
Thirdly, the system interface is intuitive for the staff of MFC despite existence of a huge number of the implemented functions and additional settings. Also very much the mechanism of hints implemented in a system which considered practically all specifics of work of the employee and did not allow to make mistakes on acceptance was pleasant.
Whether you had an experience of cooperation with EOS Group company?
Sergey Makarov: Was also quite successful, in 2017 within the federal Multiregionalnost project we brought the regional services to the federal portal of state services. Colleagues from EOS Group to us helped to implement transport for order taking with EPGU: developed types of data for each of service and also provided the solution by means of which requests were accepted. In 2018 this work was continued, types of data for other public and municipal services were in addition implemented.
How did process of implementation take place?
Sergey Makarov: The contract for modification was signed with EOS Group in July, 2018, and in August employees our MFC adopted in an installed system statements on service important at that time "Acceptance and processing of statements for inclusion of the voter in the electoral register, participants of a referendum on the location on elections of deputies of Legislative Assembly of the Ulyanovsk region of the sixth convocation". In general works on the contract were performed at the end of November, 2018 in time, i.e. the actual time of project implementation was less than half a year.
Transition was gradual, in August operators of MFC along with service of the CEC also conducted acceptance in an installed system on services of MSP Corporation, in September-October to them services of the Ministry of Internal Affairs – the certificate of lack of criminal record and the certificate of that increased, is or the person is not subjected to administrative punishment for consumption of drugs. In November the service, important for us, – state registration of legal entities, individuals as individual entrepreneurs and peasant farms was started. We some of the first in Russia implemented electronic exchange with FTS on this service.
Actually at an initial stage of implementation it was staked on services where complete electronic interaction by means of SIEI was supposed, i.e. in the course of documents acceptance on the specified services only employees of windows of MFC who accepted document packages and sent them to SIEI were actually involved. It was not necessary to create registers of transfer, to give packets to couriers, etc.
Whether your employees were involved in implementation process?
Sergey Makarov: From our organization a number of structural divisions was involved. At an initial stage the base for a system was prepared. Colleagues from our department on technical support provided preparation of a technical component for the AIS MFC: setup of a server part, cryptorouters was made and also installation of basic software is made.
Further the department of support of the AIS MFC supervised by me which staff performed tunings of a system joined process of system implementation, advised users. This department was actually involved throughout all process of implementation. After implementation our employees continue to advise users at emergence of questions at them on work with a system.
In implementing solution we were also greatly helped by specialists of organizational and methodical department who performed testing of all services before release them in commercial operation. Colleagues checked the developed services and made recommendations about their completion.
Throughout process under my management in a weekly format with colleagues from EOS Group AKS on which the completions implemented in a week were discussed were carried out.
At all stages of implementation specialists of EOS Group rendered us the competent and operational consulting help. The errors revealed during operation are eliminated promptly. There is a wish to note that the software product constantly and actively develops, in the next versions wishes of staff of MFC are considered – it is very important.
How integration of "AIS MFC Delo" with other systems used in the organization was implemented?
Sergey Makarov: At the upgradeable solution which was implemented there were already practically all modules for interaction with all necessary systems. We needed to enter only corresponding for our region and our MFC of setup. Also formally it was necessary to get accesses to some electronic services and types of data to which, at that time, access was not. However within the project integration with acting in MFC with a management system for an electronic queue Damascus and automatic telephone exchange of Avaya was made.
Integration with all federal systems was in addition made. It first of all, SIEI 2 and SIEI 3 GIS GMP UNIFIED IDENTIFICATION AND AUTHENTICATION SYSTEM, FRGU, ELK IAS OF MKGU, the IC MDM (in a test environment).
From the regional systems interaction was organized with the Integration information system on the personified accounting of the citizens who are living in the territory of the Ulyanovsk region, having the right to measures of social support, the address social help and other social guarantees, SiTex there is "Electronic Social Register of the Population of the Ulyanovsk Region" and the software Case.
I noted earlier that in the solution of EOS Group the library of all adapters, necessary for MFC, for interaction with services FOIVOV by means of SIEI which implementation allowed to pass to us with a number of bodies to paperless document flow was implemented.
How did employees apprehend transition to "AIS MFC Delo"? Whether training was required? How it was organized?
Sergey Makarov: Transition was painless. Some time for accustoming to a system, acquaintance with unknown functionality was required. Training, naturally, was, it was supposed according to our terms of reference. Specialists of EOS Group organized full training of our employees. Within two working days resident instruction for 80 people was provided.
Also colleagues from EOS Group prepared the qualitative training videos and instructions. Employees who could not take part in resident instruction used them. For the staff of department of support of the AIS MFC and organizational and methodical department several training sessions by means of video conference were organized.
What qualitative and quantitative project deliverables? What new opportunities appeared?
Sergey Makarov: First of all, after implementation of this solution we managed to pass to a global electronic exchange with a number of federal agencies with which earlier we worked only paper. It allowed us to save time and to lower finance costs on transport and paper. Now electronic interaction is organized with the Ministry of Internal Affairs, FTS, MSP Corporation, RPF, the Social Insurance Fund, Rosimushchestvo, Rospotrebnadzor.
Also it was succeeded to start additional services, for example, services of MSP Corporation, exchange with which is also performed in electronic form. Some of the first subjects we started service in registration of SP and YUL where exchange of documents too electronic.
For employees of a back office the module of Control of execution of affairs which allows to trace lifecycle of all affairs and in the subsequent admitted to MFC to make operational decisions was the most popular and demanded.
Very interesting to the staff of contact center became the module Contact center, the previous solution did not consider specifics of work of staff of contact center.
Also convenient and flexible for employees was a designer of services which allows us to develop independently services and to make corrections to acting in a case of introduction of amendments to the legislation regulating process of provision of services.
What plans for further development of a system?
Sergey Makarov: In the short term we are going to start all regional municipal services which were made by the staff of department of support of the AIS MFC in the implemented system.
On a home straight at us start of electronic interaction from RPF on issue of the Insurance Number of Individual Ledger Account.
We look forward also to some other electronic services of federal bodies with which we "were tested" long ago. First of all, it is types of data of the Ministry of Internal Affairs by passports and car driver licenses. Also we expect completion from RPF of their type of data "Reception of applications from MFC" as for March, 2019 service provides interaction between MFC and RPF only on one service "Acceptance from citizens of questionnaires for the purpose of registration in the system of mandatory pension insurance, including acceptance from the insured persons of statements for exchange or about issue of the duplicate of the insurance certificate". We wait for also full-fledged working service of Rosreestr "Acceptance of addresses to EGRN FSIS". Start of all above-stated services will allow to pass completely to us with FOIVAMI to electronic interaction and to save financial resources on paper and delivery of documents.
In plans there are ideas on implementation in the system of job evaluation of each employee, calculation of KPI depending on quantity and complexity of the services rendered by the employee.