BFT: MFC-Capella

Complex automation system of multifunctional centers "MPSC-CHAPEL"

MFC-Capella is a solution integrated with SMEV and designed to support the processes of providing state and municipal services to applicants in Multifunctional Centers for Citizen Services (MPSC) through all channels of interaction within the framework of compliance with the requirements of the Federal Law of July 27, 2010. No. 210-FZ "On the organization of the provision of state and municipal services."

The uniqueness of the solution lies in the fact that it allows you to automate processes related to the provision of services in the MPSC, including: self-service of citizens through the MPSC portal and means of public access to information (Infomats), a telephone service center (technical service centre), management of remote appointment and electronic queue, automation of workflow processes in the MPSC and integration with OGV through RSMEV.

When integrating with RSMEV, the MPSC acts as an intermediary in cooperation with organizations providing state and municipal services, which provides applicants with: exclusion of the need for direct communication with state authorities; meeting deadlines and improving the quality of service delivery; convenient time for receiving services; compliance with the standards of comfort in the provision of services.

2025

Integration with Max messenger

BFT-Holding, the developer of a comprehensive system for automating the activities of multifunctional centers of AIS "MFC-Capella," on October 2, 2025 announced the integration of its software product with the national messenger Max. Regional MPSC networks using the BFT-Holding solution have received an additional channel of communication with customers.

The messenger implements chatbots of regional MPSC networks operating in the MFC-Capella system. With their help, the applicant can independently make an appointment to a certain branch of the MPSC or cancel the previously made entry, receive information about the status of the submitted application, clarify the addresses of the MPSC and their work schedule. In one of the regions, the chatbot has already been successfully verified by the operator of the Max messenger and put into commercial operation.

In addition, the system has the opportunity to send information notifications from the MPSC to applicants in the Max messenger about the progress and results of the provision of services: about the facts of making an appointment or cancellation, submitting documents, readiness and receiving the result of the service, and raising additional questions to the applicant during the service.

Such alerts are important not only for applicants to better understand the current status of their applications, but also for multifunctional centers themselves. Having received a message that the documents have been submitted or that the result has been received, the applicant can immediately after visiting the MPSC assess the quality of service using a special button, upon clicking on which he will go to the "Your Control" portal. All such reviews fall into the federal Information and Analytical System for Monitoring the Quality of Public Services (IAS MKGU). This allows the MPSC to collect more feedback, which the controlling federal authorities use to monitor the quality of their work.

The MFC-Capella system has a high level of automation and flexible integration capabilities that make users comfortable to work in. The Max messenger is becoming a means of everyday communication for more and more citizens, and the integration of MPSC information services with it is an important component of the high-quality provision of public services. We are confident that the functionality of notifications and interaction through the chatbot will be in demand, will become another tool for MPSC to optimize the work of personnel and increase the loyalty of applicants, "said Sergey Conductorov, Commercial Director of BFT-Holding.

The function of notifying applicants via VKontakte

BFT-Holding has updated the system for automating the processes of rendering public services in the MPSC - AIS "MFC-Capella." The decision received more opportunities to interact with related federal information systems, additional notification tools for applicants, as well as a number of other functional improvements. The developer announced this on September 9, 2025.

The updated solution provides electronic interaction through SMEV with the unified digital platform (EDS) of the Social Fund of Russia when providing services such as entering a vehicle into the federal register of disabled people, assigning and receiving maternity capital, issuing and replacing SNILS. The prerequisites for the emergence of this functionality were the fact that the Social Fund of Russia is gradually transferring all its services to the EDS. For electronic interaction with the fund, the MPSC needs to switch to new types of EDS information in the SMEV.

In this version of MFC-Capella, a function has appeared to notify applicants through the VKontakte social network, for example, when making an appointment, canceling a recording, receiving a service result, etc. It is also possible to leave feedback on the quality of service after a visit to the MPSC. Such assessments are needed by the MPSC for reporting provided to the controlling federal authorities.

A chat bot has been launched on the VKontakte social network, which connects to the official community of the regional MPSC and allows, without waiting for a specialist's response, to make an appointment, find out the current status of the service, the mode of operation of the MPSC. This speeds up typical operations and unloads MPSC operators.

Another function of the updated MFC-Capella is associated with supporting the identification of applicants to the MPSC using biometric data - to receive a service without presenting a passport. It is important to note that the AIS MPSC does not register and process biometric data - specialized biometric terminals installed in the MPSC are responsible for these operations, and. Unified Biometric System (UBS) The interaction of AIS MPSC with the EBS is built through the "Typical solution information security PAC of electronic signature when biometric data connected to the Unified biometric System," which guarantees secure data exchange.

The integration of MFC-Capella with the digital profile of the Unified Identification and Authentication System (ESIA) has been completed. Now MFC-Capella can request information about the applicant from the ESIA, such as name, date of birth, passport details, contact details, etc. (provided that he agreed to provide the MPSC with data about him from the ESIA). During maintenance, these data are automatically inserted into the screen forms in the AIS MPSC - this reduces manual input and saves the time of the MPSC operator and the applicant.

The updated version of MFC-Capella supports the import of data from the database of the software complex for receiving and issuing documents (HPH PC) - Rosreestr's own system designed to automate the provision of services by the department. Thus, the AIS MPSC can automatically receive data on cases of Rosreestr services from the HPH PC. This allows you to avoid double input of data by the operator and at the same time get all the necessary statistics in the AIS MPSC.

MFC-Capella is a mature Russian system for automating MPSC processes. As of September 2025, all key government services are concentrated in multifunctional centers, interaction with a number of federal information systems is taking place. Most citizens of the country are MPSC users, many receive services in a remote format. Therefore, our solution should not only support all the necessary processes, but also be as convenient and reliable as possible, "said Sergey Conductorov, Commercial Director of BFT-Holding.

2016

MFC-Capella complies with the new version of the recommendations of the Ministry of Economic Development of Russia for the functioning of the IS MPSC

The Ministry of Economic Development of Russia published in November a draft new version of the methodological recommendations on the functioning of the MPSC information systems. The analysis of these recommendations showed that the comprehensive automation system of the MPSC "MFC-Capella" meets the stated requirements of the Ministry of Economic Development of Russia.

Thus, the department indicated that the MPSC recommends using an information system that interacts with: an interdepartmental electronic interaction system (CMEV); regional SMEV; unified identification and authentication system (ESIA); state information system on state and municipal payments (GIS GMP); information and analytical system for monitoring the quality of public services (IAS ICSU); system "Federal Register of State and Municipal Services (Functions)"; information systems for generation of accruals and acknowledgement of accruals with payments; telephone service centers (technical service centre) of public service providers; other state and municipal information systems providing electronic state and municipal services; by the organizations involved.

According to BFT, MFC-Capella is a centralized comprehensive solution integrated with SMEV and designed to automate the processes of providing state and municipal services to applicants to the MPSC on a one-stop basis. In addition to integration with the ESIA, EPGU (unified portal of public services), IAS MKGU, GIS GMP and others, the system interacts with software and hardware complexes of contact centers.

New recommendations of the Ministry of Economic Development of Russia also include automation of the process of providing services at the MPSC, from accepting documents from the applicant to issuing him a result. It is noted that the MPSC information system should provide expert support to applicants, MPSC employees and technical service centre employees on the procedure and conditions for the provision of state and municipal services. Particular attention is paid in the recommendations to the applicant's access to information on the progress of the provision of state or municipal services.

The MFC-Capella system provides expert support that allows you to automatically determine: the possibility of providing the selected state or municipal service to the applicant; Service option and package of required documents. At the same time, the applicant is informed about the status of receiving the service he needs through all interaction channels, including telephone, self-service services (MPSC portal, infomats, mobile applications), as well as SMS-mailing or notification by e-mail until he is issued the result of the service.

The central part of the recommendations of the Ministry of Economic Development of Russia on the information systems of the MPSC was: support for the activities of MPSC employees in receiving, issuing, processing documents; forming electronic sets of documents containing applications (requests) for the provision of state or municipal services in the form of an electronic document; supporting decision-making on the possibility, composition and procedure of forming an interdepartmental request to other bodies and organizations; support the formation of a set of documents for submission to the body providing the state or municipal service; storage of information on the history of applications of applicants in accordance with the requirements of the legislation of the Russian Federation.

The processes for the provision of state and municipal services configured in the MFC-Capella system include automated step-by-step scenarios for servicing applicants at the MPSC, scenarios for consulting applicants on receiving services by phone, via infokioski and mobile devices. The system has a built-in knowledge base for MPSC specialists. For each service, several options for its implementation are configured, in each of which it is possible to configure the stages of service provision in the MPSC, including interaction with the authorities through the SMEV, the BFT said. For each stage of the service execution route, the period, the necessary set of documents and results are configured in accordance with the regulations for the provision of state and municipal services. In addition, the system maintains an archive of documents and personal history of consumer service. As a result, MFC-Capella allows you to simplify the work of employees, reduce service time and the number of repeated calls due to the preparation of an incomplete or incorrect package of documents.

Among the recommendations for AIS, integration with the electronic queue management system and automatic load distribution between MPSC employees MPSC also indicated. The electronic queue subsystem in MFC-Capella provides for applicants: an appointment to the current queue for an appointment with a specialist, taking into account the time reserved by remote appointment; monitoring of progress in the queue, taking into account applicants who have made an appointment remotely; informing applicants of the start of reception through the main display means and the workplace display means.

In turn, for MPSC employees, the electronic queue subsystem provides: obtaining information about registered applicants, including remotely; automatic distribution of requests in the queue between employees serving applicants at the moment; Queuing requests using priorities acceptance of applications from the queue; postponing, returning applications to the queue; redirecting applicants to another reception window; collection of statistical reporting.

The Ministry of Economic Development noted the need to automate the receipt of internal reports and the formation of statistical and analytical reports on the results of the MPSC for the reporting period.

MFC-Capella allows you to monitor service indicators in real time, generate reporting on the provision of services and assess work using performance indicators. This can be done, among other things, by working in a specialized application for a manager on a mobile device. The multidimensional data analysis subsystem allows you to obtain analytical samples according to various criteria based on system data. OLAP cube technologies are used to analyze the data. The system also provides support in terms of managing employees' working hours, their availability status and the flow of applicants, and organizing appointment appointments.

The new recommendations of the Ministry of Economic Development also mention the publication on the Internet of information on services provided through MPSC, including general information about services and information on the progress of the provision of state (municipal) services.

The portal of the MPSC network, implemented by the BFT, allows you to serve the population on the provision of state and municipal services via the Internet in any MPSC of the region. According to the developers, "the portal solution includes the maximum number of processes for providing state and municipal services to the population in the MPSC, which at the current stage can be converted into electronic form and implemented remotely via the Internet."

The new version of the recommendations of the Ministry of Economic Development of Russia also touched upon the issue of providing information in an automated mode to the information system for monitoring the activities of the MPSC (IS MDM). In addition, it is indicated that expert support for MPSC employees and technical service centre employees, among other things, should be carried out in accordance with the technological schemes for the provision of state and municipal services. All these requirements will be demonstrated in the MFC-Capella system this year, the BFT emphasized.

Composition of the solution

"MFC-Capella" composition

• Standard regulatory documents and schemes for the provision of GU (MU) of 29 state (municipal) services in the MPSC:

• administrative regulations for provision of GU (MU);
• agreements between the MFC, OGV and OMSU for the provision of GU (MU);
• description of procedures for provision of GU (MU) to MPSC.

"MFC-Capella" software package

• tuned processes of provision of GU (MU);
• service scenarios for applicants in the MPSC;
• scenarios of consultation by telephone (technical service centre) and in Infomats for provision of GU (MU);
• electronic queue;
• Internet MPSC portal.

Processes of provision of state (municipal) services automated in the MPSC

• informing applicants about the procedure for providing state/municipal services to the MPSC;
• acceptance of requests and documents for the provision of state/municipal services;
• interaction with state bodies (integration with the OIV and OMSU within the framework of the implementation of state/municipal services);
• reception and processing of information from the information systems of the IVS and OMCS;
• issuance of the results of the provision of state/municipal services to applicants;
• informing applicants about the status of the implementation of state/municipal services in the MPSC, technical service centre, Infomats and in the personal account on the MPSC portal;
• control over the implementation of the regulations for the provision of state/municipal services in the MPSC and the deadlines for the execution of state/municipal services;
• control of service quality through all channels of interaction with applicants;
• claim work;
• analytical reporting on the work of the MPSC.

Communication channels

Telephone Service Center

The solution automates the processes of telephone service of citizens on the provision of state (municipal) services:

• provision of reference information on operating mode and location of state (municipal) service providers;
• consulting on the requirements, conditions and rules for the provision of state (municipal) services;
• consulting in preparation for the provision of state (municipal) services;
• determination of the composition of the documents required for the provision of state (municipal) services, preparation of the Applicant's action plan to prepare for the receipt of state (municipal) services advice on the necessary actions;
• transfer of a call to a specialist if it is impossible to provide advice within the framework of the technical service centre;
• a personal appointment with a specialist of the relevant service provider;
• informing on the status of the service execution;
• reception, registration of claims and control of their processing.

Infomats (means of public access)

Infomats provide self-service on the provision of state (municipal) services.

• advising citizens on the provision of state (municipal) services. Determination of service availability generation of a set of documents required to receive the service;
• providing reference information on services and the MPSC;
• obtaining information on the status of consideration of the application for the provision of services;
• an appointment to an electronic queue.

Internet portal MPSC

The Internet portal of the MPSC is designed to serve the population on the provision of state and municipal services through the Internet in any MPSC of the region and includes:

• general section on the MPSC network: provision of information on the MPSC opening hours, news of each MPSC, Q&A and any other necessary information;
• information and consulting section: contains a catalog of state (municipal) services provided by the MPSC; using the expert system, by means of a questionnaire, the procedure for obtaining the service is determined the necessary package of documents for each citizen;
• personal account of the applicant: will allow you to receive information on the status of execution of an order for a particular state (municipal) service;
• record an appointment to a specific MPSC using an electronic queue.

Electronic queue

The electronic queue subsystem provides an appointment to the MPSC, monitoring the progress of the queue, informing the applicant about the start of the reception. For MPSC employees, the electronic queue subsystem provides information about the registered applicants and redirects the applicants to the empty window during face-to-face service. Appointment through an electronic queue is possible both directly to the MPSC, and remotely via the Internet, infomats or by phone.

Capabilities of MFC-Capella

Expert system

The expert system allows you to automatically determine the possibility of providing state (municipal) services and determine the package of documents necessary for the provision of services, as well as the option of providing state (municipal) services. The system is configured by subject specialists (without the participation of IT specialists), simplifies the work of employees, reduces service time and reduces the number of repeated calls due to the preparation of a incomplete package of documents.

Setting up processes for the provision of state (municipal) services in the MPSC

The ability to adjust the procedure for the provision of services using visual tools "MFC-Capella." For each state (municipal) service, several execution options are configured, in each of which it is possible to configure the stages of provision of state (municipal) services in the MPSC, including interaction with OIGV and OMSU through SMEV.

Main users of MFC-Capella

Executive authorities (OMSU) providing or participating in the processes of rendering public services; Multifunctional centers and organizations performing the functions of the MFC (for example, branches of the Federal State Unitary MPSC Russian Post); Telephone service centers for citizens on the provision of GU (MU).

Advantages of using MFC-Capella

1. Budget savings reducing the number of personal contacts up to 70% and, as a result, reducing the number of personnel and the scale of infrastructure for face-to-face maintenance; reducing the burden on specialists employed at the receipt of documents (the main amount of consulting work can be carried out by employees of the contact center or independently by the applicant through the information room or the Internet; the cost of telephone service is significantly lower than face-to-face service.

2. Improving the efficiency of the provision of public services to applicants Reduced service requirements, reduced human impact on service quality significant increase of service provision efficiency due to reduction of the number of typical errors (incomplete set of documents at acceptance, non-compliance of the document with the required sample, etc.; reduction of the number of returns of sets of documents to 50% due to poor quality preparation; reduction to 30% of the time of acceptance of sets of documents.

3. Increased satisfaction and loyalty of the applicant the applicant does not need to understand all the regulations and rules for the provision of services, the expert system does this for him; the applicant is aware of the specific steps that are necessary to obtain the service; the prepared applicant submits documents for one appeal and receives the service.

4. Increase transparency and manageability of maintenance processes monitoring of the operator's operation at each maintenance step; Monitor operator performance in integrated systems reporting on deviations from standards on speed and quality of service with accuracy to a specific step of maintenance or action in an external system.