Interview of TAdviser with the minister of a state administration, IT and communications of the Moscow region by Maksut Shadayev

Maksut Shadayev: At us, as well as at any region, there are a lot of services, and inhabitants often address for them. At the federal level usually select 2-3 most popular regional services - record to the doctor, in kindergarten or school. It is about the most mass services, the strictest control is organized here, there are federal systems where all regions should be integrated. All other services are a care and a headache of the region.

In classical understanding the basic directions of regional and municipal services are: a social security (different payments and benefits, compensation for expenses on payment of housing and utilities, dairy kitchen, the land plots for large families), the earth (granting lands under construction, change of a type and category of the permitted use of the land plot, transfer of the earth to free use, etc.), building and housing (the construction license and commissioning, re-planning approval, address assignment) and consumer services (opening of the markets, installation of the advertizing structures, permissions to burial).

The main problem is that even when rendering these services the person needs physically to come to MFC all the same, at least, twice - to hand over documents and to receive result. For example, for receiving the social card it is necessary to come and write at first the application, and then once again to come to receive the card.

When we transfer submission of documents to an electronic form, the main problem is a security of ordinary inhabitants (not legal entities) with digital signature facilities. In most cases the inhabitant not so often addresses for services that it was profitable and convenient to it to use the electronic signature – it makes out something once a year, and speak to him – "you should purchase the signature". At the same time it is necessary not only to purchase, but also to set special software, to make a heap of additional actions really to submit correctly the signed electronic application. It is not always very simple and convenient, and requires a certain preparation.

We have a rendering of services on alcohol licensing which we render to legal entities. And we sometimes are forced to help to set and configure manually to large retail chain stores the electronic signature, having even implemented all technology of submission of documents in electronic form.

Therefore we call the first basic principle which we implement "a game in one contact" when the applicant on the regional portal of state services fills and sends for consideration an electronic form of the statement without use of the electronic signature. Further, when he is told that the result is ready, he prints out the application on paper, signs it and brings in MFC. In exchange for the signed paper application to MFC it is given result. The person in most cases and so comes for result therefore we integrate advantages of two systems - MFC and electronic giving, removing from it encumbrance on acquisition of the electronic signature.

The second. No matter, as the person filed documents – to department, to MFC or in electronic form. We create uniform base on all services where information on the one who submitted the application, at what stage of consideration it is what request on them is made what decisions are made is stored. Even if you came and handed over the documents directly in committee of property (without MFC, without portal, according to the classical scheme) – all the same all data get to uniform base.

On it we build end-to-end process of control of terms and results of consideration of documents of applicants on regional and municipal services. We consider certainly important to simplify submission of documents, but our most important task - to protect the applicant's rights, to guarantee him observance of fixed terms of consideration and acceptance of reasoned decision. What sense in electronic giving if the applicant speaks to us - "I handed over everything in electronic form, and further at me for months documents are considered or I am refused for the unclear reasons".

If to take painful points of rendering state services for citizens, the most important is that the service was rendered in time. That failure in receiving service for 100% was reasonable. And then - convenience of submission of documents.

Otherwise it will turn out so that we will make super-convenient submission of documents in electronic form, and further people will be refused moreover and not in three weeks, as according to regulations, and in two months. Especially it is relevant for municipal services. It decades established practices. And, unfortunately, there are not enough levers of impact on them. The applicant is forced to them to go, pester, they have no IT systems, only local tasks, any control – all in the old manner are automated.

We decided to go in parallel. Entered the principle of one visit and at the same time began to build the system of total control of the course and result of rendering all regional and municipal services. And it yielded result.

All local government authorities we transferred all regional departments which had no systems and to a single technology platform of accounting of rendering services. A system controls an input and an exit. She sees when documents arrived – the statement in the printed view from a system with assignment of uniform number of the statement is without fail provided to the applicant. Further in this system all interdepartmental requests are fulfilled and considered and in it the fact of issue of result is fixed. And on each service control procedural terms are got. All available systems, first of all the system of a social security, we also integrated with this base. As a result at us not only one base of statements, but we also see all delays on the scale of area on all services, we see all failures with the reasons and we can trace each case throughout.

I have a report on municipal entities in which I see what percent of services (on each municipality, on each service) appears with violation of terms. And it gives mega-result. Nobody ever so approached it.

All perceive the electronic government as electronic submission of documents. And we say that it is not a problem. A problem in another.

When we only brought this system, at us to 90% of cases according to decisions which are made on land services, there were unreasonable failures. They give failure referring to the fact that you did not provide any documents which according to regulations the applicant in principle should not give. In this sense we have two main performance indicators. We see violations of terms and failures which are analyzed by industry departments.

For solution of the problem of unreasonable failures we connected the regional Ministry of Property to this system – there is a group of 2-3 specialists which analyzes all failures regarding legality. If the specialist considers that failure contradicts regulations regulations, he will not approve it and returns in District Administration.

Maksut Shadayev: Those are forced to contact the applicant. Already now a share of illegal failure - 0.1%. For half a year there was revolution. We send ratings to municipals that with such services of a problem at them – big percent of illegal failures, big percent of the services rendered with violation of terms. Further all this becomes isolated one beautiful history. We the regional law received power to fine the official for violation of timelines for delivery of services.

Maksut Shadayev: Responsible. In each department or local government authority for each service the responsible organizer is appointed. So not the operator or the clerk who accepts documents is fined or issues the end result. The official responsible for the organization of all process is fined. The procedure is such that we prepare materials about a penalty and we send to the magistrate. We have no powers to impose penalties independently, but we can prepare case of administrative offense.

All work of our municipals became absolutely transparent at the regional level. In this sense earlier nobody knew as as they did. Now all this at us is visible. We speak – guys and that you gave failure? And why skirted deadlines? And we have a KPI on which we compare you. Further we begin to fine.

Maksut Shadayev: We had so mass violations that at the first stage we were guided by the principle "in the glass house you should not throw stones". We cannot fine all. Two times you will fine – the official should leave. Therefore so far directed literally several cases – on the lagging most behind. We very accurately test. But the purpose – to pass to automatic system of fining.

When a system obtains information on violation of terms, she automatically through our interdepartmental electronic document management system sends responsible for this service the notification that he skirted deadlines, with a request to offer an explanation. He should offer an explanation. Our employee looks. If according to the results of the analysis we ascertain guilt of responsible division, then we take a set of documents to court.

Thus, the second principle – transparency in uniform base.

Thanks to it via the portal of state services it is possible to recognize the status of service by number of the statement. No matter, whether you brought documents legs or handed over via the portal. It works on all demanded municipal services and in all municipalities.

Maksut Shadayev: They have computers. All began to work in one software via the browser with local caching as in some settlements there are still problems with communication.

Maksut Shadayev: First, end-to-end numbering. Secondly, the official gives the acknowledgment receipt of documents. There are attempts a part of documents to accept "under cloth", but we see 99% of documents.

Maksut Shadayev: Certainly. Earlier you could issue the earth only having employed special lawyers. You were told – here so everything difficult. Now we speak – there are regulations, there everything is written.

Also the following basic principle, the third is anti-corruption. We consider that applicants should not go to departments or to different divisions of the district or city administrations. MFC should be become the full-fledged front office. We break off contact of the applicant with the official who makes the decision. At us already more than 20 services are transferred to MFC exclusively – it means monopoly of MFC for documents acceptance from the applicant and issue of result to it. The applicant in principle does not go to officials on these services any more. In general. Only in MFC. Until the end of 2016 we should transfer almost all services to this scheme.

The committee on the ground of such area will accept the applicant weekly within two hours, generally when there are some difficult questions. For example, why failure was given what in this case to do, etc.

All registration and documents acceptance should be performed only through MFC. Even if you give via the portal – documents fall in MFC, the operator checks them and passes in a big system. I.e. all base is the system of MFC.

Maksut Shadayev: Penetration exceeds 95%. 110 offices, 1500 windows, 300 remote jobs work.

Maksut Shadayev: We have a criterion that the operator for the working day should accept 40 addresses 15 minutes. When we made MFC one point where we began to redirect traffic, we right there understood that we are organized by MFC not really effectively. You hand over the passport, the operator opens, begins to enter data into a system, then scans the passport, asks phone, email further.

We decided to pass to machine-readable forms: while you sit, expect the queue, you can fill a card with printing letters. The MFC operator takes from you this card, scans, and data automatically get to a system. Respectively, time is saved.

Or, let us assume, we have a standard – you should wait for no more than 15 minutes in queue of MFC. In MFC there is a terminal of an electronic queue which issues talonchik. We it taught to predict waiting time at issue of coupons. If it exceeds 15 minutes, directly on the terminal warning – is issued that and so, but waiting time will be about half an hour. Further you can agree to wait and receive the coupon, or at once directly on the terminal to register in other time which will be guaranteed to you.

Maksut Shadayev: Works for us so-called automatic the interveda. When documents from the applicant arrive, a system itself automatically sends requests in other departments. At what requests are automatically generated right after completion of input of a set of documents of the applicant in the system of MFC. The fact of registration of a statement is the basis for start of an interdepartmental request.

Maksut Shadayev: Yes, it is about requests for municipal, regional and federal level.

One more, fourth principle of development is implementation of complex services. One application for receiving all services put to you. The child was born at the applicant. It becomes clear further that for registration in dairy kitchen it is necessary to receive the policy of compulsory health insurance, then to be attached to medical institution, and for the policy it is necessary to issue the Insurance Number of Individual Ledger Account and so on. We consider that the applicant directly in the REGISTRY OFFICE should receive the list of the services put to it in its specific situation – the third child or not what income at family and so on – at once with the list of all documents required for their rendering. With these documents of people can come to MFC and at once one statement at one time initiate process of receiving all these services. Only within the birth of the child of possible services we counted more than 20. We now in the closed circuit test one superirregular interactive shape which integrates all information for these services.

Maksut Shadayev: In the test mode - at the beginning of June, 2016.

Maksut Shadayev: First of all, we will be engaged in the design of pensions and services connected with acquisition of houses.

Maksut Shadayev: For us the portal is not just the directory of services and the transaction engine which allows to submit the application. For us it and a big help information system, which problem - to help our inhabitants to be defined that it is necessary for them and as it is better to make it. It can be considered the fifth basic principle. For example, often the person is faced by a task not just to write the child in school, and to obtain very detailed information on what schools are, what technical base at them, what balls on the USE to what universities graduates of these schools go. The same concerns kindergartens, circles, sections, the museums, libraries – i.e. all social infrastructure.

But sometimes on difficult services or complex cases it is not enough to give the reference information. It is necessary to bring the applicant to the scenario necessary to it accurately. The only solution is here the expert system which allows on the portal step by step, asking the user questions, to specify his case and required structure of documents.

Maksut Shadayev: They are universal. MFC is everywhere. The uniform base is necessary since municipalities have nothing the, as a rule, is not present. At profile departments, often, too. For example, I grant 3000 licenses a year. In terms of accounting I also do not need an information system. Therefore we take the system of MFC and we expand it.

The important difference of the Moscow region from many other regions is that at us both a state administration, and IT in one department. Our ministry is responsible, for example, for search of optimum allocation of powers and optimization of number of government employees.

And we speak to departments and municipals – a strange story, we constructed MFC, took people there, and you did not cut down the staff on documents acceptance from applicants. We are answered – "we cannot – we receive them". But why to you to hold here those who service applicants? Leave only those who make decisions. We constructed MFC which for 100% are not loaded, gave them all routine – acceptance, registration, an institution, scanning. At the same time people continue to go to you to departments and administrations. And in our case the official sees the statement, results of interdepartmental requests and he needs only to make the decision.

For the transfer account of services in MFC we performed enormous optimization both in regional, and in municipal departments – reduced the live number (I emphasize, not vacancies, namely the actual shtatka) by 15-20% depending on municipality.