BFT: MFC Chapel

End-to-end system of automation of the multifunction centers "MFC-chapel"

MFC Chapel is the solution integrated about SIEI and intended for support of processes of rendering the public and municipal services to applicants in Multifunction service centers of citizens (MFC) on all channels of interaction within execution of requirements of the Federal law of July 27, 2010 No. 210-FZ "About the organization of providing the public and municipal services".

The uniqueness of the solution is that it allows to automate the processes connected with rendering services in MFC including: self-service of citizens via the MFC portal and means of a public information access (Infomats), the center of telephone service (CTS), management of remote making an appointment and an electronic queue, process automation of office-work in MFC and integration with OGV through RSMEV.

At integration with RSMEV MFC mediates in interaction with the organizations, the rendering public and municipal services that provides to applicants: exception of need of direct communication with public authorities; adherence to deadlines and quality improvement of provision of services; convenient time of receiving services; observance of standards of comfort at provision of services.

2016

MFC Chapel corresponds to the new version of recommendations of the Ministry of Economic Development of the Russian Federation to functioning of the IC MFC

The Ministry of Economic Development of the Russian Federation published the draft of the new version of methodical recommendations about functioning of information systems of MFC in November. The analysis of the specified recommendations showed that the end-to-end system of automation of activity of MFC of MFC Chapel conforms to the stated requirements of the Ministry of Economic Development of the Russian Federation.

So, department specified that in MFC it is recommended to use an information system which interacts with: system of interdepartmental electronic interaction (SIEI); regional SIEI; unified identification and authentication system (Unified identification and authentication system); the state information system about the state and municipal payments (GIS GMP); information and analytical system of monitoring of quality of public services (IAS of MKGU); "Federal Register of the Public and Municipal Services (Functions)" system; information systems for formation of charges and handshake of charges with payments; the centers of telephone service (CTS) of the bodies providing public services; other state and municipal information systems providing electronic submission of the public and municipal services; the attracted organizations.

According to BFT, MFC Chapel represents the centralized complete solution integrated about SIEI and intended for process automation of rendering the public and municipal services to applicants in MFC by the principle of "one window". In addition to integration with the ESIA, EPGU systems (the uniform portal of state services), IAS of MKGU, GIS GMP and others, a system interacts with hardware and software systems of contact centers.

The new recommendations of the Ministry of Economic Development of the Russian Federation also include automation of process of provision of services in MFC, from documents acceptance from the applicant before issue of result to it. It is noted that the information system of MFC should give expert support of applicants, staff of MFC and the staff of technical service center concerning an order and conditions of providing the public and municipal services. Special attention in recommendations is paid to access for the applicant to information on the course of providing the public or municipal service.

The system of MFC Chapel gives expert support which allows to define in the automatic mode: a possibility of rendering the selected public or municipal service to the applicant; option of rendering service and packet of necessary documents. At the same time the applicant is informed of the status of receiving service necessary for it in all channels of interaction, including phone, services of self-service (the MFC portal, infomats, mobile applications) and also SMS mailing or the email notification until the result of rendering service is not issued to it.

The central part of recommendations of the Ministry of Economic Development of the Russian Federation to information systems of MFC became: support of activities of staff of MFC for acceptance, issue, document handling; formation of electronic sets of the documents containing statements (requests) for providing the public or municipal service in electronic form; decision support about an opportunity, structure and an order of formation of an interdepartmental request in other bodies and the organizations; support of formation of a set of documents for submission to the body providing the public or municipal service; storage of data on the history of addresses of applicants according to requirements of the legislation of the Russian Federation.

The processes of rendering the public and municipal services configured in the system of MFC Chapel include the automated step-by-step scenarios of service of applicants in MFC, the scenario of consultation of applicants on receiving services in phone, via self-service terminals and mobile devices. In a system the built-in knowledge base for specialists of MFC is implemented. For each service several options of its execution are configured, in each of which there is an opportunity to configure stages of rendering services in MFC, including interaction with authorities through SIEI, told in BFT. For each stage of a route of execution of service the term, a necessary set of documents and results according to regulations of providing the public and municipal services is configured. Besides, in a system the archive of documents and the personal history of consumer service is conducted. As a result, MFC Chapel allows to simplify work of employees, to lower holding time and the number of repeated addresses because of preparation of an incomplete or incorrect document package.

Among recommendations to the AIS MFC integration with a management system for an electronic queue and automatic load distribution between employees of MFC is also specified. The subsystem of an electronic queue in MFC Chapel provides for applicants: record in the current queue on acceptance to the specialist taking into account time reserved by remote making an appointment; control of promotion in queue taking into account the applicants who registered in acceptance far off; informing applicants on the beginning of acceptance through the main means of display and means of display of a workplace.

In turn, for the staff of MFC the subsystem of an electronic queue provides: obtaining information on the registered applicants, including far off; automatic distribution of requests in queue between the employees performing service of applicants at the moment; distribution of requests in queue using priorities; order taking from queue; postponement, return of requests to queue; redirection of applicants in other receive window; collecting of statistical reporting.

The Ministry of Economic Development noted need of automation of obtaining the internal reporting and formation of statistical and analytical reporting according to the results of activity of MFC for the reporting period.

MFC Chapel allows to perform monitoring of indicators of service in real time, to create the reporting on provision of services and job evaluations using performance indicators. It can be done including due to work in the customized application for the head on the mobile device. The subsystem of multidimensional data analysis allows to receive analytical selections by different criteria on the basis of data of a system. For data analysis technologies of creation of an OLAP cubes are used. A system also gives support in a part of management of working time of employees, their statuses of availability and a flow of applicants, to the organization of prerecording on acceptance.

In the new recommendations of the Ministry of Economic Development it is also told about the publication on the Internet of information on the services rendered using MFC, including general information about services and information on the course of providing the public (municipal) service.

The portal of MFC network implemented by BFT allows to service the population concerning rendering the public and municipal services on the Internet in any MFC of the region. According to developers, "the portal solution includes the maximum number of processes of providing the public and municipal services to the population in MFC which at the present stage can be transferred to an electronic form and to perform remotely on the Internet".

The new version of recommendations of the Ministry of Economic Development of the Russian Federation concerned also a question of providing in the automated mode of data in an information system of monitoring of activity of MFC (IC MDM). Besides, it is specified that expert support of staff of MFC and the staff of technical service center including should be performed according to technology schemes of providing the public and municipal services. All these requirements will be shown in the system of MFC Chapel this year, underlined in BFT.

Structure of the solution

Structure of MFC Chapel

• The standard regulating documents and schemes for rendering GU (MU) of rendering 29 public (municipal) services in MFC:

• administrative regulations of providing GU (MU);
• agreements between MFC, OGV and OMSU for rendering GU (MU);
• the description of procedures of rendering GU (MU) in MFC.

Software package of MFC Chapel

• the configured processes of rendering GU (MU);
• scenarios of service of applicants in MFC;
• scenarios of consultation on phone (technical service center) and in Infomats for rendering GU (MU);
• electronic queue;
• Internet portal MFC.

The processes of rendering the public (municipal) services automated in MFC

• informing applicants on an order of providing public/municipal services in MFC;
• acceptance of requests and documents for rendering public/municipal services;
• interaction with state bodies (integration with OIV and OMSU within execution of public/municipal services);
• acceptance and information processing from information systems OIV and OMSU;
• issue to applicants of results of rendering public/municipal services;
• informing applicants on the status of execution of public/municipal services in MFC, technical service center, Infomats and in a personal account on the MFC portal;
• control of execution of regulations of rendering public/municipal services in MFC and completion dates of public/municipal services;
• quality control of service on all channels of interaction with applicants;
• claims activities;
• analytical reporting on work of MFC.

Channels of interaction

Center of telephone service

The solution automates processes of telephone service of citizens concerning rendering the public (municipal) services:

• providing the reference information about an operation mode and arrangement of suppliers of the public (municipal) services;
• consultation about requirements, conditions and rules of providing the public (municipal) services;
• consultation in the course of preparation for rendering the public (municipal) services;
• determination of structure of the documents necessary for rendering the public (municipal) services, scheduling of actions of the Applicant for preparation for receiving state (municipal) services consultation about necessary actions;
• call transfer on the specialist in case of impossibility of rendering consultation within technical service center;
• record on personal acceptance to the specialist of the corresponding supplier of service;
• informing on the status of execution of service;
• acceptance, registration of claims and control of their processing.

Infomats (means of public access)

Infomats give a self-service opportunity concerning rendering the public (municipal) services.

• consultation of citizens concerning rendering the public (municipal) services. Determination of availability of service formation of a set of the documents necessary for receiving service;
• providing the reference information about services and MFC;
• obtaining information on the status of consideration of the request for rendering service;
• making an appointment in an electronic queue.

Internet portal MFC

The Internet portal MFC is intended for service of the population concerning rendering the public and municipal services through the Internet in any MFC of the region and includes:

• general section on MFC network: providing information on operating time of MFC, news of each MFC, questions-answers and any other necessary information;
• information and consulting section: contains the directory of the public (municipal) services rendered to MFC, using expert system by questioning the order of receiving service a necessary document package for each citizen is defined;
• personal account of the applicant: will allow to obtain information on the status of execution of the order to this or that public (municipal) service;
• making an appointment in specific MFC using an electronic queue.

Electronic queue

The subsystem of an electronic queue provides making an appointment in MFC, control of promotion of queue, informing the applicant on the beginning of acceptance. The subsystem of an electronic queue provides information on the registered applicants for the staff of MFC and redirects applicants to the released window at internal service. Making an appointment through an electronic queue is possible both directly in MFC, and far off on the Internet, infomats or by phone.

Possibilities of MFC Chapel

Expert system

The expert system allows to define in the automatic mode a possibility of rendering state (municipal) services and to define the document package necessary for rendering services and also option of rendering the public (municipal) services. A system is customized by subject specialists (without participation of IT specialists), simplifies work of employees, reduces holding time and reduces the number of repeated addresses because of preparation not of a complete document package.

Setup of processes of rendering the public (municipal) services in MFC

Possibility of setup of an order of rendering services using visual tools of MFC Chapel. For each public (municipal) service several options of execution are configured, in each of which there is an opportunity to configure stages of rendering the public (municipal) services in MFC, including interaction with OIGV and OMSU through SIEI.

Main users of MFC Chapel

The executive authorities (OMSU) which are rendering or taking part in processes of rendering state services; The multifunction centers and the organizations performing functions of MFC (for example, departments FSUE Russian Post); The centers of telephone service of citizens concerning rendering GU (MU).

Advantages of use of MFC Chapel

1. Economy of budgetary funds decrease to 70% of number of personal contacts and, as a result, reduction of number of personnel and scale of infrastructure for internal service; reduction of load of the specialists occupied on documents acceptance (the main volume of consulting work can be executed by the staff of contact center or independently the applicant via the infomat or the Internet; service cost by phone is significantly lower than internal service.

2. Increase in efficiency of rendering state services to applicants reduction of requirements to the employees occupied in service, decrease in influence of a human factor on service quality; significant increase in efficiency of providing service due to decrease in quantity of standard errors (an incomplete set of documents on acceptance, mismatch of the document to a required sample, etc.; decrease to 50% of number of returns of sets of documents because of low-quality preparation; decrease to 30% of receptive period of sets of documents.

3. Increase in satisfaction and loyalty of the applicant the applicant does not need to understand all regulations and rules of rendering services, for it it is done by expert system; specific steps which are necessary for receiving service are known to the applicant; the prepared applicant for one address files documents and receives service.

4. Increase in transparency and controllability of processes of service control of work of the operator on each step of service; tracking of work of the operator in the integrated systems; reporting about deviations from standards for speed and service quality to within a specific step of service or action in an external system.