2014/08/07 10:17:00

MFC. International experience

Article is devoted to the overview of successful examples of creation of MFC in the different countries of the world: To Canada, Brazil, India and others.

Content

Models of the state of one window
- Ampere-second of the point of view of complexity of services, integration scale and added value
- B. In terms of a scope and specialization
Examples of Service centers of the population (TsONy) by the principle of "one window"
TsON and the government by the principle of "one window" in Brazil
- Advanced practice of TsON: Poupatempo, São Paulo, Brazil
TsON and the government by the principle of "one window" in India
- Advanced practice of TsON: "E-Seva", India
See Also

Not all attempts of introduction of the state of "one window" (GOO) were successful^[1]. The main characteristics of successful attempts include strong leadership at the highest level, existence of adequate resources for transition, accurately certain and expressed criteria of success, excellent skills of project management and access to consultations of experts. As not all the region are identical, it is important to understand what priorities for citizens in the specific region and to adapt process to these priorities. Support of an important part of the population, either politicians, or NGO and citizens, or the business organizations is essential for an initiative of the state of one window. The existing bureaucracy is exposed to significant changes, and support is necessary to overcome the natural resistance to these changes.

The government of one window – first of all not the technology project. It is the project of change management which should transform successfully approach of public servants to work with clients and provide to this public servants the tools necessary for creation of positive experience of communication with clients. Communication with clients can be performed by means of visit of offices, either by phone, or using computers. If there are several channels, it is necessary to provide that experience of the client from use of each of them was similar. Usually it means that responsibility for experience of the client on all channels needs to be conferred on one organization.

The technology can be promoted by project implementations of the state of one window the same as they promoted upgrade of approach to work with clients in banks and the telephone companies. Some changes based on technologies include the improved websites with the portals adapted to needs of citizens and the enterprises, the general internal systems supporting all channels and adequate support of security and confidentiality.

In general, transition to the government of one window in the developed countries is almost inevitable, but also for emerging markets is attractive model. Its advantages – happier citizens, more productive enterprises and the integrated government. There are enough examples of successful implementation that the governments starting the GOO projects could be sure that under the correct internal conditions success is quite probable.

Models of the state of one window

There are several models of the universal state of one window.

Ampere-second of the point of view of complexity of services, integration scale and added value

Provision of services by the principle of one window often creates need of internal interdepartmental integration though many services can be provided through one window by one department. It is possible to carry out difference between the simple systems of one window which are not requiring cooperation with other departments, and the complex systems of one window requiring interdepartmental cooperation and data exchange.

1. Model of the first step: works as help desk and does not assume the considerable added value or a large number of the provided services. It is the earliest and simple stage of development of GOO, including development of the Government portal, and it yields limited results as the second, third step, etc. is always required.

2. Model of shop of daily demand: integrates simple electronic services of separate departments, without assuming complex internal reengineering and integration (generally vertical integration and almost total absence of horizontal). It is the GOO model of medium complexity. Examples of this model are the majority of Government portals and Service centers of the population.

3. True model of one window: completely integrated model: consolidation of simple and complex services, considerable reengineering of internal processes, full integration (both vertical, and horizontal). It is the GOO model of high complexity, model of the joint integrated government of the future. Only several countries approach this stage, among them there are Singapore, Korea, Great Britain and Canada, but also these countries need a lot more years to perform this purpose.

B. In terms of a scope and specialization

1. Universal model ("supermarket"): providing access to the majority of public services in most departments.

2. Specialized model: universal service in a certain sphere or the sector (registration of the enterprises, assistance to trade development, etc.)

The most interesting model is the combination of A3 and B1: model of the universal integrated state of one window. It has the largest potential of improvement of quality of provision of services in the long term, but also is the most difficult and requires big costs.

Examples of Service centers of the population (TsONy) by the principle of "one window"

The main premises for rendering public services by the principle of "one window" is existence of necessary ICT of infrastructure. In the conditions of weak development of infrastructure in rural areas rendering services becomes a difficult task, in particular in developing countries. The governments need to take the lead in ensuring rendering the main public services and providing information in slaboobsluzhivayemy areas. Service centers of the population (TsONy) are points of public access which can serve as gateways of rendering public services and providing information on the principle of "one window" and are especially important in rural areas as key means for achievement of involvement of the population in the electronic government. They are the points provided to ICT created for ensuring access to a number of services and information as from the state, and private sector. They can save time and money to people who otherwise should go on widely scattered organizations.

TsONy and the Government by the principle of "one window" in Canada

Canada is one of the first the countries which started transformation of public sector using ICT and implementation of public administration by the principle of "one window", as at the central, and provincial (local) level. At the central level such initiatives as "Service Canada" and "Government On Line", became the most important engines of rendering services in the principle of "one window". Many provinces created own initiatives, such as "Service New Brunswick" and "ServiceOntario".

The initiative of "Service Canada" was originally created by the Secretariat of Committee of Treasury as a pilot project in 1999 for the purpose of ensuring access of citizens of Canada to services of "all government" by the principle of "one window" and fast, reliable, convenient and cost-efficient rendering such services. "Service Canada" accepted socially oriented approach, offering residents of Canada a choice opportunity between self-service and service with assistance from public servants and also a possibility of the choice of the channel for receiving services.

Before "Service Canada" there was a problem of approbation of new approaches to rendering services by use of the available resources and also creation and gain of horizontal partnership in the government of Canada, on different levels of public administration. By means of such partnership the Centers of access to services (Service Canada Access Centers) (4) at offices of the different federal ministries and departments and also in federal and their provincial divisions, the municipal organizations and the non-governmental agencies were created. The centers of access to services offer residents of Canada access to services in the principle of "one window" in three ways: by means of personal assistance; by phone and via the Internet.

Employees of "Service Canada" study as "searchers" to help clients to obtain that information and services which are necessary for them, and to help them to use the resources which are available in the center of access. For clients there are public contact phone numbers from Help Canada, 1 800 of O-Canada of the Government. Besides, phones can be used to call other state call centers according to specialized programs and services. The centers of access are also equipped with computers with Internet access which connect clients with the website of Canada, canada.gc.ca. The personnel of the centers of access can provide instructing for clients who are unfamiliar using computers and search on the Internet, thereby, stimulating self-service in the future. In 2004-2005. The centers of access to services were in all provinces and territories of Canada, two thirds of such centers were placed in towns and rural settlements with the population less than 20 thousand human. It reflects the obligation for ensuring access to public services in rural areas of Canada where only the few ministries and departments can provide personal customer interaction.

Taking into account big similarity of conditions, in respect of the territory and the population, experience of Canada on TSONAM and to involvement in the electronic government is useful to Russia, as well as experience of Australia and Brazil.

Advanced practice of TsON: Service centers in New Brunswick, Canada

The government of the Province of New Brunswick was the first who started service model by the principle of "this window" for quick access to public services in the mid-nineties. Thanks to development of "Service New Brunswick" (SNB), rendering public services became completely integrated. In the report of IDC Canada, in which the benefits of the electronic government provided to SNB by estimates of this research firm were considered, the annual benefit for the province is 0.72 percent of GDP (in this case 140 million dollars of Canadian dollars). The following belongs to other achievements of SNB:

More than 4 million transactions a year by means of all channels (electronic, through personnel, by phone) Collecting of thousands of millions of dollars on behalf of 16 ministries and more than 40 municipalities Degree of satisfaction with services practically doubled, from 54 to 92 percent This model was reproduced in South Africa and the County of Suffolk in Great Britain.

Advanced practice of TsON: "ServiceOntario Centers", Canada

As well as service centers in New Brunswick, 'ServiceOntario Centers' provide the state information and services, such as issue of the certificate of birth, death, on defects, the licenses granted by the Ministry of natural resources and many other services. ServiceOntario provides to people new alternatives, such as 15-day guarantee of a refund for the application for the obtaining the certificate of birth submitted online. Residents can receive different publications and forms also. ServiceOntario renders the simplified, more optimized and integrated services to the population living in the province. Now the centers Bae, Owen Sound, Petersborg and Ottawa are open in 63 localities, including Geraldton, the North.

TsON and the government by the principle of "one window" in Brazil

Brazil was among the first countries which created infrastructure of service centers by the principle of "one window" since the end of the 1990th. For the last 5-10 years a large number of such centers was created through the whole country: SAC in Baiiye, Poupatempo in São Paulo, PAC/SAC in Amazonia, Tudo Fasil in Rio the Grandee to Sula, SAC in Distrito Federal, Casa do Cidadao in Ceará, etc. The taken most place and interesting examples TSONOV are Poupatempo in São Paulo and SAC in Bakhiiye considered below.

Advanced practice of TsON: Poupatempo, São Paulo, Brazil

As of 2006 the Poupatempo program ("saving time", São Paulo, Brazil) contained 10 stationary and 7 mobile service centers by the principle of "one window" which are carrying out 75 thousand transactions daily, at the same time at the end of 2005 98% of the population were satisfied with the level of the rendered services. From 1997 to February, 2006 these centers carried out more than 132 million transactions. In these agencies about 5 thousand public servants, Monday through Saturday work. This program integrates 68 bodies at the level of the state, municipality and the federal government and also public groups and the private sector for rendering 400 types of service to citizens in one place. In days of the maximum load, about 16 thousand people use one of ten the standing Poupatempo in the territory of the state. This program transformed a method of rendering public services when decisions are made within several minutes or hours, but not several weeks or months. The purpose to create a new paradigm for public services by their services cost-efficient, qualitatively and quickly is set. The government achieved it by unification and simplification of the state processes, using ICT applications for transformation of the state transactions and, thus, increase in cost efficiency, effectiveness and quality of rendering services. It was reached by means of consolidation of excessive and duplicative investments, improvement of management of the state resources and a refokusirovaniye on consumers. For example, citizens can update driver's licenses, passports, to announce crime, to look whether there are behind them tax arrears, to penalties for traffic offenses and payments on mortgage loans, to receive copies of accounts for electricity and many other services. The next stage in Poupatempo's deployment consists in creation round-the-clock Poupatempo, or electronic Poupatempo where many services can be rendered in an electronic format without the need for interaction with the operator. Five electronic Poupatempo exist and is widely used. Poupatempo's success in São Paulo attracted the interest of other developing countries in Latin America and in Africa. Nicaragua and Mozambique already implemented the similar systems.

The service center of the population in Bakhiiye, is similar SAC to Poupatempo's centers in São Paulo and offers 554 services which are most often necessary and identity certificates, certificates of birth, driver's licenses are used by citizens, i.e. Thanks to horizontal integration of functions of state bodies, the SAC centers give to users feeling of a single system. The SAC system also includes mobile groups: SAC Documents and SAC Health care. Polls of clients show satisfaction degree at the level of 94%.

TsON and the government by the principle of "one window" in India

The national plan of the electronic government (NEGP) assumes creation TSONOV as main channel of rendering public services in rural areas. The government will create a favorable environment for 100 thousand centers which will render various services. The central state body will implement and exercise control of this program, but the governments of states will play the main role on assistance. The centers are based on the entrepreneurial business model supported by the Agency on service centers, stimulating opportunities for participation of NGO and the private sector. TsONy will provide information and knowledge for acquisition of skills and also additional services, for example, issue of the certificate of birth or death, record on accounting of lands, results of examinations, on-line payment of accounts.

Advanced practice of TsON: "E-Seva", India

The E-Seva program (Andhra Pradesh, India) was begun as the pilot program in 1999 and 7 years later contained more than 1000 centers in districts of the Province of Andhra Pradesh. Further it was going to enter 8 thousand more centers. e-Seva is the most developed model of rendering electronic services in India which integrates services of 13 state bodies of the state and local bodies, 3 central state bodies and 9 organizations of the private sector. More than 130 services G2C and B2C are rendered. About 1.6 million people use services of e-Seva in Hyderabad every month. The most wide choice of channels (service racks in state bodies, the Internet, ATMs, racks of service of e-Seva in banks, any e-Seva service centers, on-line booths) and the broadest spectrum of services is offered. Citizens can not only pay online bills (phone, electricity, the property taxes, etc.) and to submit the application for obtaining the passport, but also to recharge cell phones, to purchase dairy coupons, to reserve the ticket in movie theater, etc.

Broshura mfc uslugi_ev_20_05_14 from Maks Kukarin