Russian Post decided to introduce a monitoring system for 200 thousand employees

Russian Post plans to introduce a system for analyzing user behavior and customer service quality, follows from the open tender announced in December 2022 to select a supplier to develop this solution^[1]. The maximum price that Russian Post is ready to pay for the creation and implementation of the system is about 242 million rubles.

The system is intended, among other things, for:

• Analysis of operability of Russian Post employees;
• Analysis of all steps, operations, processes of working with applications on PC performed by employees;
• Measurement of actual time of operations/provision of services at the PC;
• Analysis of process bottlenecks for their optimization, automation and robotization;
• Analyze the causes of SLA violation on process execution.

The terms of reference for the competition state that the main goals of creating the system are to create a tool to analyze the possibilities of reducing the labor costs of employees of post offices by 10% of the current level, as well as to create a tool to analyze the possibilities of identifying mechanisms for increasing their productivity by 5% of the current level.

Russian Post wants to increase the productivity of employees of post offices "(photo - RIA Novosti/Evgeny Biyatov)"

The system shall allow the analysis of employee performance at each stage of the operation and deviation from the target values (SLA) and record the time spent in systems and applications, identify productive and unproductive use.

The projected number of "observation objects," i.e. employees of post offices and other divisions of the Russian Post, is up to 200 thousand people.

The system of analysis of user behavior and customer service quality will be integrated with "1C: Payroll and HR Management" and a single information and analytical platform. The latter is a single corporate data bus built using the Kafka platform and the Hadoop ecosystem.

The project is divided into six stages. At the first stage, the contractor will have to examine and describe 70 current actual services with details to processes, steps and events to identify the volume of configuration of monitoring processes. And the sixth stage includes support for the created system for 12 months.

Summing up the results of the tender for the selection of the supplier is scheduled for February 2, 2023.

Notes