Digital assistant "SberKorus" reduced queues in the MPSC of the Voronezh region by 40%

2022: Introduction of the SberRost intelligent management system

On September 29, 2022, the SberKorus digital platform for companies and individuals announced the introduction of the SberRost missile defense intelligent control system (ISU) in multifunctional centers of the Voronezh region. For 10 months of work, despite the increase in customer traffic per 30%, waiting in the queue decreased by 40%, and the share of waiting in the queue for more than 15 minutes decreased three times.

ISU SberRost missile defense works as a digital assistant and helps MPSC employees to qualitatively analyze the effectiveness of communication with applicants and comply with the standards for the waiting time for citizens to receive and provide them with public services.

The system analyzes the process of receiving visitors from receiving a number in an electronic queue until the completion of the service and gives employees recommendations in the form of simple and understandable tasks, the implementation of which increases the productivity of the MPSC.

Since November 2021, the work of ISU has been extended to all MPSC in the Voronezh region (40 branches, 650 employees). This happened after the experience of interaction with the system during the pilot implementation in two branches in June 2021. ISU itself analyzes each employee daily by 72 metrics that affect the final result of the entire MPSC network.

With the introduction of ISU in the MPSC of the Voronezh region, the heads of all branches have a simple and understandable tool for reducing waiting time in the queue - one of the main indicators of MPSC efficiency. The system gives specific recommendations to managers to solve problems: reduce break time, change the number of employees at certain hours of the day, etc.

If earlier, to find the reasons for the deterioration of metrics, the manager needed to study many different reports in order to understand which group of employees and at what stage problems with work efficiency may arise, now the "digital assistant" is doing this routine work without involving people at all. Thus, there was a standardization of the process of managing the average waiting time in the queue: in the entire area, the average waiting time was reduced by 40%. Such results were achieved by identifying deviations at several stages of the process of working with applicants: the average service time of the applicant was reduced by 9%, the number of breaks in the presence of applicants in the queue was reduced by 30%, and the discipline of compliance with work standards was increased by 8% for all employees, - said the acting Director of the AU MPSC Voronezh region Sergey Kotlyarenko.

The benefits of using ISU in the MPSC are received by everyone involved in the processes. A mentor appears for employees to help improve knowledge, skills and results in the service delivery process. For managers, a unified system for managing employee performance, speed and quality of service delivery appears, a transparent approach to assessing the work of both employees and their managers has been introduced, and in addition, the burden on personnel management is significantly reduced. And for citizens, the transparency of the system of work of state bodies increases, the number of repeated appeals and complaints decreases, and services are provided much faster, - said Tatyana Baigacheva, project manager of ISU SberRost missile defense in SberKorus.