Directum: Public and municipal services

The solution Directum.Gosudarstvennye and municipal services is created for optimization of key business processes, work-related public institutions according to petitions from citizens and the organizations.

The solution helps to solve problems:

• the organization of the developed electronic communications and electronic document management between the government employees participating in provision of services;
• organization of work with petitions from citizens and organizations (registration, consideration, execution);

organization of work of the multifunction center of provision of services (MFC);

• work with the petitions from citizens adopted via portals of state services and infomats;
• interaction with information systems of public authorities and local government through the System of Interdepartmental Electronic Interaction (SIEI);
• creation and maintaining unified register of petitions from citizens and organizations;
• registration, consideration of requests for provision of services to citizens and organizations and formation of instructions to contractors (both internal, and external);
• monitoring of the course of providing service;
• automatic preparation and reminder on sending the answer to the applicant;
• accumulation of history on provision of services;
• search of requests for provision of services and also related documents;
• automatic formation of statistic reports about the course of consideration and execution of the accepted requests for provision of services.

Proceeding from solvable tasks, the state bodies and local government authorities providing services to citizens and the organizations act as the main business customers of the solution. At implementing solution by interested persons the heads of divisions, the staff of organization responsible for provision of services and also the staff of organization who are contractors on services act.

Effect of implementation

Using the solution "DIRECTUM: The public and municipal services" process of work with petitions from citizens and the organizations becomes simpler, becomes managed, predictable and controlled. Risks of failure to meet time constraints of processing of a request as all stages of work on a request are strictly controlled decrease. Confidentiality of information on statements taking into account flexible differentiation of access rights is provided. Numerous reports allow to analyze data on consideration of requests by employees, type of service, timeliness of their execution that increases quality and transparency of work of employees.

Interaction with the System of Interdepartmental Electronic Interaction (SIEI) provides seamless embedding in infrastructure of authorities.

As a result the visible result is achieved as for organization in general and separate employee categories, and for applicants.

The management of authorities gains effect of implementation for the account:

• Ensuring compliance with the order of the Government of the Russian Federation of October 17, 2009 No. 1555-r "About the approval of the plan of transition to providing public services and execution of the state functions in electronic form by federal bodies of the performing power" and of December 17, 2009 No. 1993-r "About the approval of the summary list of the first-priority public and municipal services provided by executive authorities of territorial subjects of the Russian Federation and local government authorities in electronic form, and also the services represented in electronic form by organizations of territorial subjects of the Russian Federation and municipal authorities".
• The organizations of the developed electronic communications and electronic document management between the government employees participating in provision of services.
• Simplifications of control of completion dates of requests according to the specific statement.
• Reductions of duration of consideration of the applications of citizens or organizations.
• Increases in internal security of work with documents, reduction of quantity of cases of loss of documents on requests.
• Simplifications and accelerations of reporting on requests.
• Simplifications of search of necessary information on requests.
• Ensuring necessary level of information openness before citizens.

Responsible for registration and consideration of the applications receive result for the account:

• Simplifications of registration and control of receipt of requests.
• Control of all lifecycle of a request and correspondence on it.
• Simplifications and accelerations of preparation of reports for the controlling persons on requests of citizens and the organizations.
• Simplifications and accelerations of information search in requests.
• Reductions of labor input of registration of the requests arriving via "The uniform portal".
• Reductions of amount of "forced" requests from applicants for the purpose of refining of the course of consideration and the made decisions on the address.