Contact center of Rosreestr

Contact center of Rosreestr

For November, 2014 the contact center of Rosreestr performs the telephone service of physical persons and legal entities connected with activities of Rosreestr and Federal cadastral chamber for uniform number 8-800-100-34-34. Operators of the center answer questions of state registration of the rights to the real estate and transactions with it, the cadastral registration of a real estate. It is possible to recognize the address and an operation mode of offices of Rosreestr by phone, to get advice on submission of documents, to specify the status of consideration of the applications, to register in acceptance to officials of Rosreestr, etc.

For November, 2014 about 350 operators work at two platforms VTsTO in Kursk and Kazan. From January 1 to September 30, 2014 3.2 million calls came to the centers of telephone service Kursk and Kazan, and the quantity of outgoing calls exceeded 551 thousand.

History

2010: Creation of the center

The center was created since 2010 at the expense of the federal budget and a loan of the World Bank. Its concept was developed in CRM Design company, and the Technoserv company became the general contractor during creation of the first pilot platform in Kursk. Then as software for contact center the solution CosmoCall was selected.

Creation of the first stage of contact center, on memoirs of project participants, was in more than 100 million rub, about $200 thousand More (means of Mirbank and the federal budget) were spent for writing of the concept.

2013-2014: BCC develops contact center

In 2013 - 2014 the BCC company was engaged in expansion of the Kursk platform, and Sunflower Communications as her contractor delivered the software for contact center (Enghouse Interactive), for interaction management with applicants ("Chapel"), the knowledge base (Atlassian Confluence), quality (Skylex) and personnel (Teleopti WFM).

Contract amount between BCC and Rosreestr which was financed from a loan of Mirbank and the federal budget was $2.2 million.

In 2013 to year of the PCF of Rosreestr decided to create the second platform of the center of telephone service – in Kazan. The contract for 99.5 million rub as a result of the tender was received by Sunflower Communications.

In March the works were completed, and in June during visit of the Kazan platform representatives of the World Bank said that the contact center impressed them, having called it "big achievement for all Russia".

Reservation of software: conflict with Sunflower Communications

The Russian-Ukrainian company Sunflower Communications, software provider for contact centers of the American developer Enghouse Interactive, successfully appealed FULL FACE against violations in documentation of an auction of Rosreestr which intended to buy for 23 million rub standby system of acceptance, routing, processing and accounting of voice calls for the departmental center of telephone service (DCTS).

Main system for call processing in VTsTO is the product Enghouse Interactive Contact Center - Service Provider (earlier was called CosmoCall) delivered to Sunflower Communications. As a reserve Rosreestr wanted to select the solution of the Russian company Naumen or its analog, but made a number of mistakes in the tender documentation (in particular, not everywhere in the text specified the addition required by the law "or an equivalent" after the name of a desirable product).

According to terms of reference any other product, except Naumen, had no chances to win an auction of Rosreestr, the technical director of Sunflower Communications Sergey Vissarionov considers: "Neither Avaya, nor Cisco, nor Genesys, nor some Asterisk if it was talked of replacement by Open Source".

Replacement of Enghouse Interactive by Naumen was an ultimate goal of the Federal Cadastral Chamber (FCC) subordinated to Rosreestr of operating organization of VTsTO, according to Vissarionov. In creation of standby system there is no need, are sure of Sunflower: the reserve was provided by the concept of creation of VTsTO initially and for more than three-year history was never useful.

In November, 2014 the deputy administrator of Rosreestr Denis Solodovnikov readdressed questions of CNews of a situation in VTsTO to the acting the Deputy CEO of the PCF Mikhail Gorodilov. He said that one of key technical tasks of the PCF for 2014-2015 is ensuring reliability of work of contact center, including, by means of receiving full control over all elements of a hardware and software system. The crucial elements of infrastructure affecting availability of services, according to Gorodilov, should be redundant.

But in connection with the FAS decision purchase will probably be cancelled, the representative of Cadastral chamber adds. Respectively, in 2014 Rosreestr cannot carry out it any more.

The question of reservation of the software of VTsTO rose on the agenda after Sunflower Communications, according to Mikhail Gorodilov, demanded "pay allegedly rendered additional services which department did not order from them". Otherwise, he adds, Sunflower threatened to create problems with functioning of VTsTO.

According to CNews Sergey Vishnyakov, the CEO of Sunflower Communications, his company "free of charge supported all VTsTO complex for 2.5 years. In particular, with the permission of vendor (Enghouse Interactive), according to Sergey Vissarionov, Sunflower put updates on the system "on credit".

"Support was performed without contract under promises of colleagues from Rosreestr without fail to pay, but every time there were objective circumstances which did not allow to hold a competition, - Vishnyakov says. - We in turn persuaded not to begin vendor scandal".

The cost of the support given for 2.5 years, by its estimates, is about 25 million rub

In 2009-2013 creation of VTsTO was supervised by the deputy administrator of Rosreestr Sergey Sapelnikov. A promise to pay support, according to Vishnyakov, Sergey Sapelnikov, of course, gave to his company "not specifically but those who under his management were engaged in VTsTO".

Because of the difficult relations between Rosreestr and the PCF at that time, "remembered about support and were going to announce purchase only in the summer of 2013", Sergey Vissarionov adds.

"But then there was already a check of Accounts Chamber (based on which Sergey Sapelnikov left Rosreestr, - a comment of CNews), and the PCF did not begin to risk with the declaration of support for half a year for 18 million rub (or about that). They could never explain that because of their "quickness" it is debts in two years and four months, especially if the next year the amount strongly decreases", - Vissarionov tells.

The following attempt to announce competition on support was in 2014, it continues: "But because of change of an IT command in Rosreestr, the Crimea and just features of Rosreestr, approval of large deal took place only in May, and we appeared in a situation of last year again - again half a year and still a large sum".

The present management of the PCF of Rosreestr of of the debtor does not consider.

"About 300 million rub of Sunflower Communications are already invested in creation and development of VTsTO by Rosreestr since 2010 participated in the project throughout the specified time. All purchases of works and services are performed by department within the current legislation, accomplishment of any extra works by the organization out of contract commitments can be performed only on its initiative", - Mikhail Gorodilov says.

The tender for support of VTsTO nevertheless was held in September, 2014 (for 12.5 million rub and 6 months), but Sunflower in it lost Inpromkonsalt companies. After that, according to Sergey Vissarionov, his company "rolled away unlicensed updates on the level of officially purchased - for date of input of a system in operation in September, 2011".

A system, "naturally, began to be buggy, complaints went", the representative of Sunflower adds. According to Mikhail Gorodilov when Sunflower lost the tender for support, "they … began to delete earlier set updates and to change configuration files, in fact, to destabilize a system. As a result of systematic actions of Sunflower Communications for deterioration in software, the number of complaints increased, the number of not answered calls grew, and on October 10 there was a failure because of which uniform number was unavailable about 5 hours".

Besides, according to Gorodilov, Sunflower refused to transfer complete operational documentation to a system, access to its settings, logins and passwords.

"On a request of the PCF to give warranty support within the contract of 2013 in Sunflower reacted with failure. From dialog they at first decided to go to official correspondence, and then replaced at all the address in this connection now they are not reached by our official letters", - he adds.

Sergey Vissarionov is sure that the new contractor of the PCF who, without having due experience and qualification, tried "recover a part of a system and updates from backup copies is guilty of failures". Now the customer "is threatened by article for use of the unlicensed software in a large size", the supplier is going to have legal proceedings, Vissarionov says.

Failure from dialog with the PCF in Sunflower is explained with the fact that the company does not participate in the course of implementation of the tekhpoddezhki VTsTO in Kursk and Kazan and it is not connected by any contract commitments on technical support with the PCF.

Receive 25 million rub, according to Sergey Vissarionov, it is already almost unreal since a competition at choice of the contractor on technical support is held. "The only thing that we need to do is to try to make noise not to allow them to disorganize well working project", - he says.

Mikhail Gorodilov considers public statements of Sunflower the third wave of pressure upon the customer ("at first there was a blackmail", then - removal of updates). Actions of the company "forced chamber to appeal to Rosreestr to carry out a complex inspection of VTsTO and all works which were performed within creation of contact centers", he says. The decision on conducting such check, according to the representative of the PCF, is already accepted.

Plans of creation of the platform in Krasnoyarsk

According to plans for November, 2014 the VTsTO project will not be limited to the organization of two platforms. In 2014-2015, according to the federal target program "Development of a Uniform State Recording System of the Rights and Cadastral Registration of the Real Estate (2014-2019)", creation of the new platform (presumably, in Krasnoyarsk) is planned for 70 jobs which will be expected service of the Far East and Siberian federal districts.

From the federal budget 123 more million rubles Besides, should be selected for its creation expansion of the existing platforms is not excluded. For example, in Kazan it is going to organize 240 jobs whereas for November, 2014 their about 100.