Russian President Administration

In December, 2010 — January, 2011 Ekspert Solyushns Ltd took comprehensive measures on creation of the Help Telephone Exchange (HTE) of Administration of the President of the Russian Federation based on technologies of contact centers and intellectual platforms. In February, 2011 STU was brought into operation. STU constantly extended and today represents a complex of the equipment rooms and program systems intended for frontal service of the telephone calls arriving by numbers of Administration of the President of the Russian Federation and also for service of the queries and citizens' appeals arriving as on express speaker circuits, and in text form (E-Mail, the SMS).

In the course of creation and development of STU Presidential Administration of the Russian Federation modern technologies of call service allowed to automate a number of workflows of Russian President's Directorate for Correspondence from Citizens and Organizations (further – Management) and to achieve noticeable increase in efficiency.

The received results were analyzed in Administration of the President of the Russian Federation, and at the beginning of 2012 the decision on expansion of this project regarding technologies and examination on federal and regional executive authorities was made.

Taking into account a number of essential factors which could affect negatively project deadlines among which there is high cost of the import equipment and the software and also security issues in Management tender on work on creation of the software of "a single system of work with the citizens' appeals coming to state bodies by phones in the oral form based on technologies of the Help telephone exchange of Administration of the President of the Russian Federation at the expense of use of the Russian import-substituting information and communication technologies allowing to integrate help telephone desks (on duty) and similar divisions of state bodies in a single network with appropriate means of management, monitoring and reporting" was initiated.

Ekspert Solyushns Ltd won the corresponding competition and within public contract No. UD-734d of 9/28/2012 performed necessary works. Based on earlier fulfilled solutions and using own software products Ekspert Solyushns Ltd developed the software package "Switching Platform of the Network Help Telephone Exchange (KP of SSTU)" conforming to the above described requirements. In development the open software technologies allowing further quickly "transfer" a complex on other operating systems were used. Also, for the above described reasons, the cost of KP of SSTU was value repeatedly lower than the cost of the similar solution based on import technologies.

The general directions of development of SSTU network, as well as the scheme of the organization of separate nodes, are stated in the document of Administration of the President of the Russian Federation "Methodical Recommendations about work with addresses and requests of citizens and the organizations in receptions of the President of the Russian Federation, in federal public authorities, in public authorities of the subjects of the Russian Federation, in other state bodies and local government authorities". This document contains, including, normative schemes of the SSTU organization, the equipment list and the software, including basic software "KP of SSTU Version 2.0" productions of Ekspert Solyushns Ltd.