AT Consulting One Center of Acceptance of Electronic Public Services window

One window - a modern hardware and software system for process automation of rendering and execution of services to the population in MFC.

The information system "Center of Acceptance of Electronic Public Services" implements the principle of "one window" when providing the public (municipal) services. A system is expected groups of citizens and the organizations which do not have Internet access or being in remote localities and also the elderly people who got used to receive services "in the old manner", to address personally the employee of department. Thanks to this solution applicants will be able without the address on the Uniform portal of public services to order services in such places as the multifunction centers, departments of social or pension service, library, rural settlements.

Description

A system helps:

• organize receiving and delivery of documents from applicants,
• in the organization of electronic interdepartmental interaction with executive authorities of federal, regional and municipal levels, processes of management of queue in MFC, etc.
• automate contact center of MFC,

work of executive authorities regarding provision of services.

Innovations

Developers announced the innovation approach to functionality of modules: "Portal", Infomat, Contact center, Expert system. They decided to implement mobile application for MFC. By means of this application work of staff of MFC and informing applicants at any stage of providing service was as much as possible facilitated: on the Internet portal MFC or in the infomat, it is possible to obtain the comprehensive information about the interesting services provided by the multifunction center.

Queue management

In functionality of the solution there is an e-queue system. Its implementation can affect all aspects of work of MFC: different start time of work of receive windows, correct time display of a call of the visitor on the coupon, the correct processing of "live" and preliminary queues, informing on queue by SMS notifications. Developers consider that during creation of a system of a uniform electronic queue (ESUO) all necessary requirements which were still expanded are considered: a system provides the analysis of load of operators, giving an idea of a time frame in which services or groups of services are most demanded. In addition, a system allows to control work of operators on documents acceptance (specialists can service applicants who reserved coupons in queue, but were not in time).

ESUO can work within all subject of the Russian Federation and provide exterritoriality. Means that citizens can submit the application to any MFC and receive municipal or public service irrespective of a place of registration (the applicant or business), the locations of the real estate or the land plots.

If the applicant has no opportunity to use the Internet or the infomat, he can call contact center of MFC and ask the interesting questions to the operator. A system will help with work, even with that case when the applicant not absolutely precisely knows what service is necessary for it (usually MFC renders a big set of services).

Dependence on communication channels

Feature of a complex - it works without steady communication channels. MFC using such complex can be mobile and render services in remote localities. At the same time in the conditions of lack of connection to the server on which the software package is unrolled the operator has an opportunity to look at document templates which should move applicants. On templates in an interactive mode it is specified to what features of this document the operator needs to pay attention (for example, reference validity period, a type of printing, etc.).

Quality control

The possibility of quality evaluation of the provided services is provided. Information can be transferred, how using assessment panel which is directly about an operator window, and in infomats – after service, on the MFC portal. I consider that this information will be very important to the management of MFC of the subject for improvement of quality of rendering services.

Availability

The solution is available to MFC. It is possible to receive freely distributed version of a software package, having made a request on a developer's site.