ABBYY FlexiCapture in administration of Krasnodar Krai automated processing of citizens' appeals

In December, 2012 the ABBYY company announced the successful implementing solution ABBYY FlexiCapture during creation of the single database for registration of citizens' appeals in administration of Krasnodar Krai.

Statements, complaints, offers and requests regularly come to administration staff of Krasnodar Krai. In administration all addresses and requests are registered and sent on competence to departments and the ministries where the person can be helped with the solution of his question. The number of such addresses in day and in a month averages 300 and 6000 documents respectively. In processing of addresses, unique number is assigned to everyone, and two documents are created: order about consideration of the address and the notification on readdressing.

According to requirements of the Federal law of May 2, 2006 N 59-FZ "About an order of consideration of citizens' appeals of the Russian Federation", each addressed citizen should receive the notification on readdressing of the address within 7 days. The notification is strictly structured form and a number of data includes: number of the address, the Full Name who addressed information on a rassmotritel.

Before ABBYY FlexiCapture implementation information from notifications was manually entered in Excel table by several employees. This labor-intensive process daily took away 2-4 working hours from specialists.

In addition in administration of Krasnodar Krai implemented a pilot project during which the questionnaire of a feedback was developed. In it citizens are offered to answer questions of timeliness and objectivity of their consideration. This questionnaire also has strictly structured form and is sent by mail in an envelope with the address of administration.

To increase quality of work with the population, in management on work with citizens' appeals of department of domestic policy of administration of Krasnodar Krai the decision on simultaneous use of a number of software products among which there is SQL Server, MS Access, an electronic document management system "the Code was made: Citizens' appeals" and solution for stream input of data and documents ABBYY FlexiCapture.

Implementing solution of ABBYY was performed in two stages and took two months. On the first stage there was a task to automate formation of registers of outgoing correspondence with information on notifications on readdressing. At the second stage it was required to achieve automatic formation and processing of the questionnaires sent to citizens. It is necessary for determination of service quality and increase in performing discipline in executive authorities and local government of municipal entities of Krasnodar Krai.

Thanks to the solution of ABBYY process of information extraction and its preserving in the database is automatic now. Further a system also automatically creates registers that allows:

• Keep track of the relevant status of addresses;
• Send the consolidated information on incoming requests to executive authorities and structural divisions of administration of Krasnodar Krai;
• Minimize risks of loss of the document.

As noted in administration of Krasnodar Krai, use of ABBYY FlexiCapture when processing notifications gave the chance:

• Exempt employees from a number of labor-intensive mechanical processes (after system implementation, costs of time for accomplishment of the automated transactions were reduced repeatedly that promoted quality improvement of work and in other directions);
• Increase the speed and accuracy of accomplishment of tasks;
• Reduce the errors connected with human factor;
• Increase convenience of work to employees due to automation of routine functions.

Thanks to system implementation several times it was succeeded to reduce document handling time that allowed to organize the new forms of work with citizens' appeals directed to increase in performing discipline. So thanks to ABBYY FlexiCapture processing of questionnaires of a feedback is automated. From answers of citizens data are automatically taken now and transferred for the analysis to operating units.