MFC of the Yamalo-Nenets Autonomous Area was raised by service quality of citizens using the solution Aura

On January 28, 2019 the Anlim-IT company announced project completion on implementation of hardware and software system AURA in GU YaNAO "MFC" "My documents".

Prerequisites of the Project

Because of a high flow of applicants, the big state, remoteness of departments of MFC from each other in the organization there was no opportunity:

• receive the broad and objective picture about work of specialists with citizens;
• to objectively sort citizens' appeals: in what form there was an address as communication between the employee and the applicant what information to the applicant was announced and what – is not present was conducted.

At analysis of incidents specialists of the multifunction center were guided by the principle "the client is always right". The question of the centralized analysis and control of information on all departments of the centers "My Documents" which are located in the territory of the Yamalo-Nenets Autonomous Area was particularly acute.

Project Progress

For the purpose of selection and system implementation which would resolve all aforesaid issues IT Department of GU YaNAO of MFC addressed to Anlim-IT company. Specialists of "Anlim-IT" suggested the client to implement hardware and software system AURA (AURA PC) – own development of Anlim group. The AURA PC is intended for creation of a system of collecting, processing, storage and the analysis of audio recordings. The system created using a software package can be as local – all its components are completely installed on one technical tool, and distributed – components are installed on the different technical means united in a local network on the basis of family of protocols TCP/IP.

In the project progress experts of "Anlim-IT" installed and configured servers and the PC in departments of MFC, connected microphones. IT specialists of GU YaNAO "MFC" provided capacities for the AURA servers, helped to diagnose and solve problems with communication channels (there was not enough performance for audio delivery from departments in the center), resolved organizational and technical issues. Experts of the partner note that such involvement of specialists of the customer into process of system implementation facilitated workflow and helped to carry out implementation quicker and more effectively.

The main technical complexity of the project – the need for the centralized analysis and control of information on all departments – was solved by the Anlim-IT command. IT specialists of integrator adapted the software for transfer of audio recordings from departments in the center, implemented a possibility of centralized operation and monitoring of work of all system consisting of 19 servers and 200 PCs, of one center.

Upon termination of implementation experts of "Anlim-IT" carried out works on maintenance of all system in general, including on installation and transfer of jobs, updating of software components, training in work with a software package, elimination of errors.

Project Results

The created system allows:

• to objectively estimate work of all employees performing interaction with citizens;
• to react quickly to conflict situations;
• increase the level of competence and ethics of personnel of MFC and applicants, service quality of citizens;
• lower legal and reputational risks.

"Individual approach to tasks and the customer's infrastructure, non-standard solutions of the arising difficulties are those factors which helped to achieve the maximum effect of implementation of the AURA PC, to derive the maximum benefit, to make work of the client more effective and convenient". Maxim Ovsyannikov, CEO of Anlim-IT LLC

For January, 2019 AURA is used in each workplace of the specialists performing reception of citizens. Audio recordings of incidents are applied to analysis of citizens' appeals regularly. All insignificant difficulties arising in use systems are solved together with her developer in the shortest possible time.

"System implementation allowed the specialists of GU YaNAO "MFC" who are responsible for analysis of incidents and complaints to estimate efficiency of the AURA PC, to receive a clear picture both about work of personnel, and about situations in which not always "the client is right". For January, 2019 result of complex work on improvement of service quality of citizens in the center – the indicator of satisfaction of applicants – makes 95%. At the same time AURA is among tools which help to hold such high level". Evgenia Gordiyenko, the first deputy director of GU YaNAO "MFC"