The process of admission of citizens in the registry office of the Moscow district of St. Petersburg has been optimized

2024: Optimization of the process of admission of citizens

The process of admitting citizens in the registry office of the Moscow district of St. Petersburg has been optimized. This was announced on October 17, 2024 by the press service of the vice-governor of St. Petersburg S.V. Kazarin.

As a result, the time for registering birth and accepting applications for marriage and divorce has been reduced. It is planned that this optimization project is ready for replication in all registry offices, with adaptation and taking into account the features of each department.

At the initial stage of the project, an analysis of the applicants' complaints was carried out, the actual procedure for providing public services was studied, the structure of the queue was analyzed.

Based on the results obtained, the process procedures were adjusted, the load on employees was balanced, and an electronic queue management system was installed.

In addition, statistics were collected on the number and time of provision of public services, a new routing scheme for the flow of applicants was tested, a separate office was allocated for registration of birth acts, applications and registration of divorce.

In the end, an optimal business process model was developed for the electronic queue management system, the layout of specialists in the registry office was changed, the procedure for opening free recording slots on the EPGU portal was changed.

The result was a two-fold reduction in the average waiting time for applicants in the queue. Also, the time of the process is halved - from 120 to 60 minutes. Work continues to achieve a process state where the waiting time of the applicant in the queue does not exceed 10-15 minutes.

The Effective Region program is being implemented on behalf of the Governor of St. Petersburg and is aimed at improving the efficiency of the authorities, reducing losses of temporary and material resources. In order to exchange experience in the implementation of projects, a special procedure has been developed that establishes the rules for using and standardizing positive experience in the implementation of principles and technologies of lean management. We consider it appropriate to initiate more interdepartmental projects. This will become a powerful catalyst for the activity of all authorities and will have a positive impact on the quality of internal communication and their joint work in the program, - said the vice-governor of St. Petersburg Stanislav Kazarin.