BFT-Holding helped the MPSC of the Lipetsk Region to increase the speed of public services

2023: Integration with four departmental information systems

On May 30, 2023, BFT-Holding announced the implementation of the integration of the automated information system of the UMFC Lipetsk Region OBU with four departmental information systems through SMEV. Thanks to this project, the interaction between the IFCLipets region and the authorities in the provision of state and municipal services has become faster and more convenient. Waiting times for applicants have been reduced from when a number of services are applied to when a result is received.

The regional budgetary institution "Authorized multifunctional center for the provision of state and municipal services of the Lipetsk region" was created to provide conditions for the provision of state and municipal services to citizens and legal entities. At the beginning of 2023, he managed 25 offices of public services "My Documents," two departments of the MPSC for business, two centers for the provision of services for business and 129 territorial separate structural units (TOSP) located on the basis of rural administrations and libraries.

As of May 2023, the departments of the MPSC of the Lipetsk Region provide applicants with a total of about 400 state and municipal services on the basis of the internal information system, including using information from the information systems of federal and regional departments.

BFT-Holding implemented for OBU UMFC Lipetsk Region a project to adapt the automated information system of regional MPSC as part of its interaction with the information systems of four authorities: Inspectorate of State Technical Supervision of the Lipetsk Region (GTN), Department of Social Policy of the Lipetsk Region (USP), Department of Property and Land Relations of the Lipetsk Region (UIZO), Federal Tax Service of the Russian Federation (FTS).

The customer needed to speed up information exchange between the MPSC and the listed authorities in order to simplify the procedure and shorten the time for providing results in the provision of relevant state and municipal services. Prior to this, the transfer of data on appeals received from applicants between the MPSC and these departments was carried out in paper form. It was supposed to integrate with various types of information on the services of departments in SMEV 3.

A feature of the project is the integration through SMEV with the information systems of three regional executive bodies, with two of which (UIZO and GTN) such integration was carried out for the first time. During the project, BFT-Holding specialists automated the process of providing seven services in demand in the MPSC in accordance with the types of information provided for by SMEV 3.

The work was carried out in several stages. The advantages obtained by the customer based on the results of the project became obvious almost immediately. In the first 2-3 months after the delivery of each stage in the MPSC Lipetsk region system, about 3,000 applications were accepted in total for all configured services. The timing of the exchange of information between the MPSC and the authorities in the process of providing services has been significantly reduced.

With the implementation of this solution in the MPSC, a faster and more convenient service delivery process is provided. Information about the appeal received from the applicant gets to the department faster - accordingly, the expectation of the result is reduced. This is especially true in the provision of social security services. We will continue to develop services to ensure the maximum comfort of citizens in obtaining public services at the MPSC of the region, "said Galina Kukushkina, director of the UMFC Lipetsk Region.

2022: Modernization of the AIS MPSC of the Lipetsk Region

BFT-Holding has modernized the automated information system of the MPSC of the Lipetsk Region (AIS MPSC). Added 5 services for applicants, updated the functionality of user identification and authentication, as well as reconfigured the processes of providing three services of the Office of Property and Land Relations of the region. This was announced by BFT-Holding on August 22, 2022.

The prerequisite for the modernization of the system was the expansion of the number of services provided electronically by the Office of Social Protection of the Population, the FIU and other departments.

Now MPSC employees will be able to accept additional documents on social protection services for the population, issue monthly payments for children aged 3 to 7 years, inform citizens about the provision of state social assistance, issue payments of monetary compensation for ritual services for persons awarded the title "Honorary Citizen of the Lipetsk Region," as well as provide information on the forms and conditions of supporting agricultural cooperation. Also, within the framework of the project, additional capabilities for managing an account in the ESIA have been implemented. Among them:

• Registration of information about the child;
• Changing the passport data of the user in the ESIA;
• Confirmation of an account in the ESIA created on the basis of an existing simplified account.

Another important feature of the modernization project is the functionality of user identification and authentication. Now the AIS MPSC has implemented a single entry service for front-office and back-office applications. User identification and authentication can take place both through the MPSC 's own AIS identification and authentication system and using the ESIA.

AIS MPSC users are employees of multifunctional centers. The quality of services provided to the population directly depends on their convenience when working with the system. When implementing the project, the tasks were set - to reduce the labor intensity of operators when servicing applicants, as well as to increase the degree of flexibility and security of the AIS MPSC. To this end, the system improves session management functionality, provides multiple login control, and configures user, session, and password management. The single sign-on service allows MPSC employees to log in more easily, which means they can start working tasks faster. For AIS of MPSC as a whole, single entry service provides more reliable protection against unauthorized access, commented Evgeny Batukhin, Director of the MFC State Services Directorate.

As part of the modernization, the employees of BFT-Holding also carried out work to reconfigure the process of providing some services to the Department of Property and Land Relations of the Lipetsk Region (UIZO). The changes affected the procedures for approving the scheme for the location of a land plot, state property for which is not delimited, putting large citizens in line for the free provision of a land plot, as well as services for making a decision on issuing a permit for the use of land in municipal ownership.

The activities of the MPSC of the Lipetsk Region are automated on the basis of the BFT Holding MFC-Capella software solution. Since 2013, the company has been constantly developing and modernizing the AIS MPSC of the Lipetsk Region, adding useful functions to the system. As of August 2022, all 23 MPSC of the Lipetsk Region is connected to the AIS MPSC, and the number of users has exceeded 640 people. In 2021, 1771013 consultations and 494397 cases were carried out through the system.

2021: Organization of payment of state duty by QR code

The automated information system of multifunctional centers (AIS MPSC) of the Lipetsk region is regularly updated, which makes receiving services for citizens more convenient and faster. This was announced on February 2, 2021 by BFT.

One of the changes in the network of the IFCLipetskaya region provides for the possibility of paying for public services using a QR code in the process of receiving documents from the applicant. This mechanism is arranged as follows: residents of the region apply to the MPSC units for the service and, if it is paid, the operator forms a receipt. The receipt contains the generated QR code, which contains all the details necessary for payment. It must be scanned through the mobile application of the portal of public services and paid the specified amount for the provision of the service by making a bank card.

The MPSC operator can view the history of payment statuses for specific cases of applicants at all stages of the service. It is possible for each service to indicate information about its payment and set up payment details: the name and account of the recipient, KBC, payment amount, purpose of payment, etc.

The changes allow the applicant to save time - to pay with a bank card immediately after submitting an application. The creation by the operator of a receipt with a QR code helps to avoid errors in the details that can be made by the applicant in the event of an independent filling out of the receipt. As a result:

• 22 services are configured in the system in which a payment receipt can be generated;
• more than 1,300 payments were made on receipts issued to the MPSC (as of December 2020).

The MPSC of the Lipetsk Region also implemented a mechanism for the provision of services for the management of social protection of the population (USZN). Due to the gradual decommissioning of SMEV 2 services, interaction with the department was transferred to SMEV 3. Also, a regular import of the reference book of the USZN departments into the AIS MPSC, carried out according to a customizable schedule, is provided.

The data obtained are used in the process of accepting documents for such services as the appointment of child benefits, the provision of subsidies for housing and utilities, the appointment of social benefits for travel in public transport, etc.

In accordance with the current legislation RUSSIAN FEDERATION state bodies , they must switch to use. domestic software To fulfill this requirement, the MPSC of the Lipetsk Region, together with BFT, is implementing a number of projects that imply a phased transition to a special (software SPO) of Russian production.

Thus, the MPSC of the region acquired licenses for the use of the RED OS operating system. It is included in the Unified Register of Russian programs for electronic computers and databases.

Also, within the framework of the import substitution policy, an update was implemented that affected the subsystem for assessing the quality of service provision. Since 2019, the reception windows of multifunctional centers in the Lipetsk region have been equipped with tablets with which visitors evaluate the work of MPSC employees. In the course of the implemented project, this system began to function as a separate application under the control of the operating system included in the register of domestic software. Previously, the application accessed by tablet devices to assess the quality of service worked on foreign software.

Technological innovations are aimed, first of all, at increasing the availability and quality of state and municipal services provided to citizens in the MPSC. With the introduction of digital technologies, processes are optimized and automated: the procedures for obtaining services become easier, the time for their provision is reduced, administrative costs are reduced due to compliance with uniform service standards in multifunctional centers.

2020

Acceleration of the application process and expansion of electronic interaction with the FIU and FSS

On November 9, 2020, BFT announced the completion of 3 modernization projects MPSCS the Lipetsk region at once . Within the framework of the projects, the functionality of the automated information system (AIS) of the MPSC was optimized in several areas. The information interaction of the MPSC through SMEV 3 with the FIU and the FSS has been expanded, and the work of employees in accepting and processing applications has been optimized.

The MPSC of the Lipetsk Region has accelerated the process of accepting applications and expanded electronic interaction with the FIU and the FSS

According to the company, as of November 2020, the "Automated Information System of Multifunctional Centers for the Provision of State and Municipal Services" is operating in the Lipetsk Region, implemented on the basis of the AIS MPSC MFC-Capella from BFT.

Within the framework of three implemented projects in the MPSC of the Lipetsk region, the AIS MPSC was modernized in the following areas:

• Electronic exchange of documents between the MPSC and the Pension Fund of Russia (PFR).
• Electronic exchange of documents between the MPSC and the Social Insurance Fund of the Russian Federation (FSS).
• Automatic completion of fields when accepting applications and monitoring the effectiveness of interdepartmental interaction.

Enhanced functionality of information interaction of MPSC and RPF by means of CMEV 3. Now, when providing services to applicants, the MPSC can receive these documents from the FIU in electronic form:

• certificate of payments for the period;
• certificate of assigned pensions and social benefits as of the date;
• an extract from an electronic work book to provide information about labor activity;

And also the MPSC can now accept applications and post information about a vehicle controlled by a disabled person or transporting a disabled person in the federal state information system "Federal Register of Disabled People" (FGIS FREE).

The functionality of information interaction between the MPSC and the FSS through SMEV 3 has been expanded. Now the MPSC can receive electronic documents from the FSS to provide applicants with such services as:

• confirmation of the main type of economic activity of the insured;
• the appointment and payment of maternity benefits;
• appointment and payment of temporary disability benefits;
• the appointment and payment of a monthly childcare allowance.

The work of employees in the reception and processing of applications. The system has previously controlled the filling of mandatory fields and automatically substituted the applicant's data, which is already at its disposal, into the application. Now the composition of mandatory fields can change depending on the individual life situation of the applicant, and there is also more opportunity for automatic substitution of data. Automatic filling is available at all stages of the service. This speeds up service times for applicants and reduces errors.

Work with the cases of applicants for which a refusal or error message was received from the CMEV. The search for such cases has become more convenient and faster for operators, which allows you to quickly make the necessary adjustments to resume interdepartmental interaction.

As a result of three modernization projects in the MPSC Lipetsk region, it was possible to speed up and simplify the procedures for the provision of state and municipal services.

In the Lipetsk region, a project was completed to modernize the centralized AIS MPSC

On June 8, 2020, it became known that a project was completed in the Lipetsk region to modernize the centralized AIS MPSC, implemented on the basis of the MFC-Capella system. Within the framework of the project, the AIS MPSC interaction subsystem with the Unified Identification and Authentication System (ESIA) was updated. Transition to SMEV 3 was carried out.

The Unified Identification and Authentication System (ESIA) is a state information system that provides citizens and authorities employees with access to information contained in state and other information systems. First of all, the ESIA provides access to the personal account of a citizen on the portal of public services.

Within the framework of the project, the interaction of the AIS MPSC of the Lipetsk Region with the ESIA through SMEV 3 was implemented. Previously, this interaction took place through CMEV 2.

Special attention was paid to the new function of interaction with the ESIA. The ESIA Account Search activity was added.

The search function allows the operator to find out if the applied citizen has an account in the ESIA, and determine its level (simplified, standard or confirmed). Depending on the search results, the operator selects the following account action:

• Create a new account if you do not already have an account.
• confirm the existing standard account so that the citizen can receive more public services electronically without leaving home;
• restore access if the citizen forgot the password for the account.

The implemented updates made it possible to achieve the following results:

• compliance of the AIS MPSC with the requirements of regulatory legal acts of the Russian Federation;
• the administrative costs of the MPSC associated with managing accounts in the ESIA are reduced, in compliance with uniform MPSC service standards;
• The process of managing an account in the ESIA has become more convenient for MPSC operators and citizens.

2013:87% of citizens of Lipetsk region are satisfied with the quality of public services

An important role in improving the quality of the provision of a different range of state and municipal services to the population today is assigned to multifunctional centers (MPSC). In order to increase the efficiency of interaction between the population and the authorities of the Lipetsk region and ensure the satisfaction of citizens with the quality of services provided in the region, MPSC activities are automated using the MFC-Capella system.

One of the key areas of implementation of the regional target program "Reducing administrative barriers, optimizing and improving the quality of public services, including on the basis of multifunctional centers for the provision of state and municipal services for 2011-2013" was the introduction in the Lipetsk region of the information system for the provision of state and municipal services "MFC-Capella."

The MPSCS of the Lipetsk region are based on modern information management technologies that ensure effective interdepartmental interaction and constant contact with the applicant. A clear regulation of administrative procedures allows you to optimize each procedure in the provision of public services, identify those responsible and limit the contacts of applicants with authorities representatives as much as possible, thereby reducing the corruption component. The creation of a unified information system of the MPSC in the Lipetsk region was also aimed at implementing the principle of "one window" in accordance with the requirements of the Decree of the Government of the Russian Federation of 22.12.2012 No. 1376. As a result, today in the region there is an increase in the efficiency of interaction between the authorities and civil society. Today, citizens only need to apply for the service of the MPSC, bypassing numerous authorities, which, ultimately, contributes to the maximum satisfaction of citizens with the quality of interaction with the authorities and leads to social stability and increased confidence in the actions of the authorities.

It should be noted that in the Lipetsk region there are 22 MPSC units that fully comply with the requirements established by federal law. The MPSC already provides about 100 state regional services, and in general it is planned to increase the number of state and municipal services provided in the MPSC to 600.

The MPSC of staff consists of "unified" operators working with applicants on the principle of "one window," including in electronic form. Such a mechanism of work was initially laid down in the automated MFC-Capella system, which provides expert support to applicants, MPSC employees and employees of telephone service centers (technical service centre) on the procedure and conditions for providing state and municipal services. In the information system, even non-core specialists can provide high-quality advice and acceptance of the relevant documents of the applicant.

In order to improve the quality of the state and municipal services provided to applicants by specialists from the department for quality control of the provision of services and work with citizens' appeals, a number of municipalities in the Lipetsk region are conducting specialized training events for MPSC employees to work in the MFC-Capella automated system. An integral part of the formation of the MPSC system is the creation of a network of remote access points to MPSC services (network of information and payment terminals) in each of the 325 rural settlements of the region.

In April 2014, testing of the use of UEC in the automated system of the MPSC of the Lipetsk Region was completed. Today, the use of UEC for the provision of public services in electronic form is a sufficient and most convenient tool for identifying a citizen and does not require the applicant to additionally submit an identity document.

Assessing the results achieved in the Lipetsk region, it can be noted that the region ranks first in the Central Federal District in creating a full-fledged MPSC system within the framework of administrative reform. In rural administrations, information terminals are installed and connected to system 132. Residents of remote villages can contact the remote offices of the MPSC, which now number 102. For greater accessibility, a mobile call center works, which served more than 100 thousand calls per year. A specially created portal of the MPSC system is in effect and constantly updated. As a result of the measures taken, the satisfaction of citizens with the quality of provision and the level of service in the MPSC of the Lipetsk Region in 2013 amounted to 87%.