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Project

Why FTS upgraded SUO in IFTS

Customers: Federal Tax Service (FTS)

Moscow; Government and social institutions

Product: NeuroniQ Management system for queue

Project date: 2015/06  - 2015/09

On November 25, 2015 the Technologies of the Future company announced the project of upgrade of the software of management systems for queue in the tax inspections of the Federal Tax Service[1].

Project Results

In the third quarter 2015 the Technologies of the Future company carried out upgrade of software of management systems for queue in the tax inspections. The project is directed to execution of the order of the Government of the Russian Federation of 12/12/12 No. 1284 "About assessment by citizens of efficiency of activity of heads of territorial authorities of federal executive authorities (their structural divisions) and territorial authorities of state non-budgetary funds (their regional departments) taking into account quality of providing public services by them and also about use of results of the specified assessment as the basis for decision making about early termination of execution by the corresponding heads of the job responsibilities".

Office of the Federal Tax Service (2014)


Within the program of upgrade of a possibility of a hardware and software system of an electronic queue are expanded add-on modules which functionality provides feedback from visitors of the tax inspections, operating control over a queue status, regular data exchange with regulatory authority.

The subsystem of quality evaluation of the provided services allows the taxpayer to estimate work of the employee who serviced him, divisions in general by the set criteria. Access to a subsystem is executed from the terminal of an electronic queue by number of the coupon. The data obtained according to the results of assessment in the automatic mode are sent to the AIS of FTS in the form of the statistic reports including the code and the name of IFTS, the customer number in a management system for queue, information on the rendered service and the employee who serviced the client.

The subsystem of monitoring helps to monitor in real time a situation in the operational hall, displaying a current status of queue, including:

  • the number of the registered applicants,
  • quantity expecting in queue,
  • serviced,
  • expecting above regulation,
  • serviced above regulation.

Color indication of exceeding of the set standards allows to react quickly to increase in waiting time and service and to redistribute flows of taxpayers from the most loaded windows/offices on the windows/offices which were less demanded at present.

The contractor performed works on a software update in the tax inspections of a number of regions of the Russian Federation:

  • Moscow and Moscow region,
  • Krasnodar Krai,
  • Komi Republic,
  • Belgorod region,
  • Volgograd region,
  • Vologda region,
  • Voronezh region,
  • Vladimir region,
  • Oryol region,
  • Rostov region,
  • Tula region,
  • Ulyanovsk region,
  • Yaroslavl region
  • KhMAO-Yugra.

Set to software meets requirements of the Government decree and corresponds to standard technical specifications on installation of an electronic queue in the tax inspections, includes a number of the additional functionality allowing to improve the procedure of providing public services.

Using the system developed by Technologies of the Future company it is possible to separate certain categories of services into different terminals of registration: on one — services for individuals, on another — services for legal entities. On the separate terminal it is possible to take out a service quality assessment system.

Existence of service of notifications of the system administrator in a format of Sms or letters on e-mail on existence in queue of clients with exceeding of waiting time or service increases efficiency of response to change of a situation in queue.

For convenience of visitors a system allows to configure an output of the additional information on the coupon on the selected service, for example, the document list, necessary for its receiving.

Complex use of additional systems capabilities of queue management gives the chance to increase service quality and level of satisfaction of visitors with the provided services.

Notes