Bots, chats and BI. In Kaliningrad create MFC of the last generation

Violetta Liovina: Since about 2010, through the whole country began to be created by MFC actively. However the Kaliningrad region joined in this process not of the first. The decree on creation of UMFTs in our region fell on 2014 when in many regions development of MFC already was well under way. In it there were pluses: in particular, we could analyze what solutions are already applied in other regions. Were analyzed also the friend of the solution, presented at the market. Unfortunately, any of the existing systems did not suit our management.

Violetta Liovina: Yes. Our requests were correlated to those requirements which the state exposed before MFC. Therefore the possibility of rendering all services by any specialist was one of our major solution specifications. It means that each employee of MFC working at acceptance should render any of the services brought to MFC. I.e. the specialist does not know with what request the following client will come whether there will be it service of the Pension Fund, either Rosreestr, or the Ministry of social policy. According to us it was necessary to provide the organizations with the software which would allow the employee to work in such mode.

Among other major requirements were also ease of a system for users, and existence of hints for employees, and work with SIEI, and integration with EPGU and with universal electronic cards. Besides at that time it was already clear that it is necessary to start also municipal services. In our region all government works with EDMS Case therefore in the technical project acceptance of municipal services with integration into this workflow system was put at once. Such functionality was not implemented almost at anybody in the country, but for us its implementation was needs of nature.

To receive that solution which suited us the technical project was made and a competition which winner was Rostelecom, and subcontractor – EOS Group company is held. Work with Matter in the government was one of the reasons of the invitation of EOS Group for development of the program necessary to us.

Violetta Liovina: Still in the government use it, and we conduct now office-work in this system too, so, all are happy. If people work hard in the program years and do not try to replace it, it is an indicator of operability of a system.

Violetta Liovina: The project came to the end in December, 2015. As any system, at the time of signing of the acceptance act it was crude, though in full corresponded to technical specifications so the task in a year was set to lick it into shape. Despite it, already then all employees in MFC of the region worked in this system.

Violetta Liovina: Yes, for 2016 we very great improved a system. Besides, we had a number of organizational changes which were very significant. In particular, we rebuilt work of our IT department – for other regions it very important. The idea of transformation was prompted then by Andrey Tolmachev, the deputy minister of economy of the Kaliningrad region: he suggested to appoint the main thing according to the AIS. And in January, 2017 we made changes to the staff list: within IT department the sector of an institution of services with the selected head who was responsible for filling of the AIS was created. Also you know, such reorganization was repaid, when there is a person, responsible for any process, responsibility becomes personal.

So it turned out that approximately then we had other head of information technology who together with the head of the sector of an institution of services did everything in order that the AIS well worked and brought benefit. The head of information technology was interested in that to his employees there were less addresses on operability of a system so the combined efforts yielded very good result.

Violetta Liovina: That the project was successful, joint work of all interested persons, and including the contractor is necessary. Without the established cooperation, without mutual understanding and interest to achieve such results it would not turn out. The project manager from EOS Group Ivan Skorodumov was really interested in success of this project. It is pleasant to see that specialists of developer penetrate into an essence of our work and understand data domain which they automate. Our many ideas are realized in a product within the general development of a system. I.e. it is possible to tell safely that the developer hears us and it is interested in development of a product not less, than we that results in good results. Exactly thanks to both changes in an internal command, and competently built communications of the head, head of department and representative of the contractor implementation took place most effectively.

Violetta Liovina: Integration with EDMS Case gave us the chance of acceptance of municipal services, settings with all municipalities of area were made and data were transferred to places at once.

The second direction – services of the Ministry of social policy of the Kaliningrad region which in other regions is called the Ministry of Labour. These are services in children's benefits, subsidies, sanatorium treatment – about 20% of all provided services fell to their share. Integration with an information system of the ministry was carried out in December, 2016, thus we avoided paper document flow with this department.

Besides, we implement electronic document management with the Pension Fund. Paperless document flow in this case is extremely important in terms of timelines for delivery of services because about 10% of all services fall to their share.

And in 2017 we performed integration with MSP Corporation implementing the program of warranty support of subjects of small and medium business. It is the trend very significant for the region: The Kaliningrad region is in the fourth place across Russia on support of small and medium business. Thanks to integration with MSP Corporation our entrepreneurs can receive its services in the online mode.

Violetta Liovina: One of the leading trends in the field of a state administration is the reference point on creation of the service state. The government and officials should be turned facing applicants. We understand it therefore we developed chat-bots for Viber, Telegram, Facebook and VKontakte. However, for us it was not only the question of customer focus, but also the urgent need. This complete solution of those problems which we had.

Only in April, 2018 our call center received about 31 thousand phone calls. Their analysis showed that about 70% of calls are losses, i.e. approximately we even did not manage to answer 20 thousand from them. And the "lost" calls are unsatisfied applicants. People did not receive that service on which they expected. We understood that reorganization of call center is necessary, and expansion, and very essential was one of options. When we considered in what amount it will cost us how many jobs should be organized in addition, began to look for the technological solution of a problem.

Thus the idea of reorganization of call center and creation of chat-bots which EOS suggested to integrate with the AIS was born.

Violetta Liovina: When choosing functionality we considered needs of applicants. When we analyzed those 20 thousand missed calls, we saw that 70% calling interest the status of case, readiness of service. Other significant part fell on the questions connected with an operation mode of MFC. And other calls were just absorbed by these requests. So bots became an exit from current situation.

By the way, we already had an experience with social networks for promoting of MFC and informing citizens so the subject was for us not absolutely new. The decision was made that we use messengers for informing on the status of case. Our employees developed bots, and in November, 2018 we started them together with the updated call center. We call his Asya: when implemented pagers, this name was used (The Automated system and from here Asya). And still Asya or Asjka — the colloquial name once popular internet- the messenger ICQ.

Violetta Liovina: Yes, and they are very positive. For February, 2019 we received about 30 thousand appeals to call center, i.e. their number grew almost twice. At the same time the missed calls of only 1.5 thousand a month is very significant reduction of losses.

Also the structure of phone calls exchanged. For March, 2019 about at us 30% of calls became consulting that was not earlier. Specialists passed from a role of supernumeraries to a role of consultants. Thus, we significantly increased satisfaction of applicants.

Violetta Liovina: Yes. The matter is that in parallel with bots we started still the website integrated with "AIS MFC Delo" and mobile application. And it at us is even more functional, than bots: except information on the status of case also prerecording is available there. Prerecording and the status of case – the most popular services and on our portal. So we intend to expand in this direction and functionality of chat-bots.

Violetta Liovina: We have opportunities for job evaluation of MFC and analytical functionality. We were going to make assessment module earlier, but questionnaires did not approve, tablets did not deliver. And arrival of Maxim Oreshkin, the Minister of Economics of the Russian Federation on the all-Russian forum in 2017, within its visit of the House of the entrepreneur we was just an incitement and presented assessment on tablets. For March, 2019 in three tablets for quality evaluation of provision of services are installed to MFC of Kaliningrad, and in 2019 are connected to this process municipal by MFC.

In 2018 changes are made to regulating documents according to which estimates of rendering not only federal services, but also regional, and municipal should be carried out. We selected option of exposure of assessment on the tablet. A choice for benefit of such solution was made because we wanted to use tablets both for questioning, and for promoting of EPGU. Through EOS Group we developed questionnaires, in only 3 weeks made the module in the AIS. Also in big MFC we brought assessment and to the terminal.

Violetta Liovina: I am convinced: any head should work with analytical data. It is possible to arrive to MFC, to look how everything is beautiful, but it will not give an idea of how there is a work whether there is a potential in development. The module of multidimensional analytics on the basis of an OLAP cubes integrated with "AIS MFC Delo" allows us to see in what services specific MFC "sinks" where there is a potential on loading. These data are necessary if we want to move further – for increase in efficiency of all processes.

Violetta Liovina: Implementation of "AIS MFC Delo" and creation of the sector of an institution of services gave us much. The matter is that administrative regulations on services change constantly. Besides we should correspond to the principles of lean production which are directed to decrease in time of rendering services. Still we need to start new services regularly. Thus we constantly have a need of entering into the AIS of changes for more correct, faultless documents acceptance.

And we do all this though usually developers are engaged in it – in other regions it is necessary to pay for adding of services from the budget. At the same time amount of works is rather essential: in 2018 we made about one thousand corrections of services, 75 absolutely new services are started. Besides we made 116 serious changes, 650 simpler corrections of services, on some achieved decrease time of their rendering from 50 to 30 minutes. Besides, we can create hints for employees. All this leads to economy of budgetary funds, to increase in mobility of the organization, decrease in quantity of errors on acceptance, gives the chance to adapt to changes of the legislation.

Thanks to implementation of "AIS MFC Delo" we reduced costs for logistics. For example, in interaction from Minsotspolitiki we do not print documents but only we scan them. On average about 30% of the services rendered our to MFC are provided in electronic form – they are paperless.

Violetta Liovina: At us there is a lot of ideas. In the nearest future we are going to create an online chat for interaction with applicants. Even a feedback on the website is demanded by citizens, and the online chat should become even more popular. One more direction is a development of complex requests in life situations. EOS to us helped to implement this service, but we still "did not roll it" is a task for 2019. Where we will go further, is not ready to tell yet because final decisions it is not made yet – we will leave it a secret.