Vladimir Kukhlev, MFC of the Ryazan region: MFC is the instrument of implementation of service model of communication of the state with citizens and business
Today MFC are one of the most popular and efficient channels of interaction of the state with citizens and legal persons. And that how effective and qualitative will be this interaction, directly depends on implementation of the innovative solutions in MFC. About on what solution and why relied in the Ryazan region, Vladimir Kukhlev, the associate director of State Budgetary Institution RO of "MFC of the Ryazan region" tells.
What premises for a project startup on modification of the used solution were?
Vladimir Kukhlev: The main premises are a lack of high-quality technical support of the solution used at that time and its any completions. We worked at this solution several years, but for this period we did not see any significant completions. It was impossible to keep up to date with that system at us. Therefore the decision to look for other tool was made.
What completions were necessary?
Vladimir Kukhlev: Both correction of bugs, and development of functionality was necessary. At that time already different types of data of federal authorities began to leave, but we had difficulties with connection even to them, not to mention development of an information system in general. As well as all MFC, we work according to the regulatory base to which the changes concerning types of the rendered services, our functionality are regularly made, however the former solution did not allow us to adapt to new requirements quickly.
When choosing a new solution these requirements were considered?
Vladimir Kukhlev: When we selected a new solution, we estimated all provided systems, considered a set of options and looked for that product in which the functionality necessary to us is already put. Also we estimated intuitivism, clearness of the interface, considered also a possibility of easy transition from a former system. We analyzed and the experience accumulated by others MFC. So the serious, good, functional systems were considered, but at most of them the interface was insufficiently intuitive to ordinary specialists of acceptance – their computer literacy not always of the high level. As a result we selected the solution of the company EOS GROUP AIS MFC Delo as the most corresponding to our requirements.
Whether you had an experience of cooperation with EOS Group company or experience of use of solutions of this developer?
Vladimir Kukhlev: Yes, our area and regions neighbors actively implement electronic document management using EDMS Case. It, by the way, too influenced the choice of the solution: In this connection there was a powerful attribute of the choice – it was necessary to provide easy integration of a new system with EDMS Case. The solution of EOS Group allowed to make it "of a box", without completions that was very important for us. So already for launch of the AIS MFC Delo in operation we adjusted integration with administration of Ryazan, and a system in a system: from us affairs arrive and go directly to EDMS of administration. Besides at us it was established through a local system "Put" cooperation with the PF of the Russian Federation and other bodies.
Tell, please, about implementation process.
Vladimir Kukhlev: At first the pilot project on automation of service of a design of the transport card was implemented - it is rather mass service, about 100-200 people a day addressed for it. During few months its testing was held. I will emphasize: already at a stage of the pilot electronic cooperation with city administration was established.
During a pilot project we estimated as a system as far as it is stable as there is its setup works. Everything suited us so a mass transfer of services in the AIS was made further: we only in a month passed to a new system with completely configured queues, prerecording. At the same time in parallel work in two systems was not conducted: we at the same time refused an old system and passed into new. Parallel to implementation training of employees so transition was prepared was provided, employees were already able to work in a system for launch.
Whose forces provided training?
Vladimir Kukhlev: He was seen off by the staff of EOS Group. They trained a number of specialists of acceptance in work in the AIS and also software engineers – setup of services and a system. Further already information was replicated by our employees to other specialists. About 600 people therefore such approach was optimal work for us in the organization.
How did employees apprehend transition to the new interface?
Vladimir Kukhlev: We have many conservatives – that for whom the lack of the usual button creates discomfort on the right. The interface of the AIS MFC Delo was, of course, another, as well as logic of system operation. However a system is so intuitive, and "the input threshold" in it is so low that the discontent which appeared first at conservatives quickly disappeared. Employees quickly estimated new opportunities which significantly simplified work. For example, before implementation of the AIS MFC Delo we had no SMS informing applicants, it was necessary to ring round on each service. Now informing goes in the automatic mode therefore load of specialists significantly decreased. It and is economically reasonable for MFC: phone of the applicant can be registered in other region that increases expenses.
Integration with what external systems was carried out? What opportunities with respect thereto appeared?
Vladimir Kukhlev: The first – the EDMS Case used by administration of Ryazan. We also use now EDMS Case, the web version so we adjust integration and with it, thanks to it we have an access to accounts to the Pension Fund. I will emphasize: we established in 2019 not just electronic cooperation with PF, but achieved far bigger. The speech not only about sending the scan copies: we reduced the number of departures in PF twice. Earlier we had to go to PF daily, and now once in two days. And departure is a serious and expensive action. It is necessary to pass on all MFC, to collect documents, to prepare the inventory, to transfer documents to PF, to accept results. The situation was complicated that PF in a number of our districts of the area closed the branches therefore it was necessary to maintain often from one locality documents to other locality – i.e. to cover rather long distances.
We are going to go further and to go to PF only once a week, but so far to us the lack of types of data on PF prevents to implement these plans. But as soon as federal PF will develop all types of data, we will create adapters and we will be connected to these types of data.
Besides, now we finish the project on integration with an electronic queue that will allow us to trace on what service the coupon, time of its receiving and the invitation to a window was issued. Still we implement integration with the Ministry of Internal Affairs – services of obtaining certificates of criminal record and drugs – they pass without submission of paper documents, and is exclusive through SIEI.
Tell about implementation of integration with FTS and service of registration of legal persons. Why such expansion of systems capabilities was required? How it was succeeded to implement it and what benefit it brought?
Vladimir Kukhlev: In the third quarter 2018 we carried out integration with FTS. It is the difficult project because at tax a difficult type of data, but we were connected to them. Across Russia we were if I am not mistaken, the second region who managed it. Now we completely refused a paper set of documents in interaction with FTS – all set is scanned by the specialist of acceptance, is processed, goes to tax authority. It significantly simplified registration of legal persons, and we reduced the number of departures on delivery of documents.
This project was very important for several reasons at once. First, since January 1, 2019 electronic registration in FTS is not assessed with the state fee, and electronic interaction between MFC and tax authority was equated to electronic submission of documents. So since January 1 we do not take from citizens the state fee on implementation of registration actions for this service. It is the enormous help for citizens and an incentive for business development.
What was initially – MFC was simplified by own processes or started service with a view to implementation of new rules?
Vladimir Kukhlev: MFC is an instrument of implementation of service model of communication of the state with citizens and business. We work first of all in order that it was more comfortable to citizens to file documents. But we, of course, considered also information on the future canceling of the state fee. And besides it is necessary to keep up to date, facilitating also to itself, and citizens life.
What qualitative and quantitative project deliverables?
Vladimir Kukhlev: What I told earlier about, we just could not start everything in the old IC so the most important result – emergence of new opportunities which were not earlier. Also the AIS MFC Delo allowed to increase quality and flexibility of setup of services. In terms of programming of a system at us more than 200 services, each of which has the exceptions, parameters. In an old system it was difficult to configure them, often it is just impossible – for us it was critical. Now we have an excellent intuitive designer of services clear to the normal specialist who can independently configure services after only one week of training and practice. At the same time the specialist has no skills of programming. It is the functionality establishing for us.
We in principle had earlier no functionality for work of couriers – now there was an express module using which it is possible to print quickly various thinly configured lists of documents, and in different formats. It is the flexible mechanism for work of couriers. Before the inventory became in the manual mode in tables of Excel.
Thanks to the AIS MFC Delo timelines for delivery of services as a system very much helps to enter data were reduced, including – excludes need of repeated input of attributes.
What plans for further development of a system?
Vladimir Kukhlev: We have many plans. In 2019 we intend to leave from the PVD-3 PC towards interaction through SIEI using the AIS MFC Delo. The matter is that in 2018 Rosreestr "presented" us the PVD-3 PC – the new version which is completely differing from old, but did not save even a half of functionality of the old IC. With respect thereto we have big difficulties in documents acceptance and rendering services of Rosreestr. Therefore we want to switch in 2019 to SIEI on Rosreestr. To us there came a deputy manager of federal Rosreestr recently, and I noted at a meeting that we are ready to transition and development of interaction. So now we wait from Rosreestr of a response to the offer.
In our plans and start of a complex request. He is necessary when the applicant comes for several services, but writes one application, and the employee of MFC independently fills out further documents on each service. Primary completion of the AIS for this purpose was carried out, we tested it, entered a number of notes and we wait for final completion of the version.
But the majority of our plans rest against the fact that completions in the IC of separate departments are necessary. As soon as any of departments it is ready to break, we will move forward. For example, if ZAGS completes the IC and will be ready to integration, we will work in this direction.