MILES AXLE Translation. Region: Russian Federation –
Source: Government of the Russian Federation – An important disclaimer is at the bottom of this article.
International Forum “Client-Centricity in Public Administration 2024”
International Forum “Client-Centricity in Public Administration 2024”
Forum “Client-centricity in public administration – 2024”
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International Forum “Client-Centricity in Public Administration 2024”
Approaches and tools for implementing the federal project “State for People” were discussed at the international forum “Client-centricity in public administration – 2024”. The event included discussions on the introduction of client-centricity principles in public administration. The federal project “State for People” is supervised by Deputy Prime Minister – Chief of Staff of the Government of Russia Dmitry Grigorenko.
“Identifying human needs, constantly improving the interaction between government bodies and citizens are important components of the entire public administration system. And here, not only the quality and convenience of government services and services that people use, but also the friendly, open approach of each employee of the departments that citizens contact, play a significant role,” commented Dmitry Grigorenko.
The forum participants discussed the importance of preparing department employees to work with citizens, their training, developing professional and personal qualities, as well as working with people’s opinions about the quality of public services.
In particular, it was noted that the federal project “State for People” involves testing government services for simplicity and accessibility. It is carried out in a network of user testing laboratories in 9 regions of Russia. In them, government services and services are tested for compliance with customer-centricity standards, and their ease of use is assessed.
Another important part of the federal project is the “life situations” services, which help people receive the full range of services necessary to solve a specific problem.
On the portals of public services and “MSP.RF” 15 “life situations” of the federal level have been launched, and by the end of 2024 it is planned to implement 34. On average, one “life situation” combines 16 services. To date, more than 1.4 million people have used the “life situations” services on the portal of public services. Also this year, 85 regions have begun to implement more than 400 “life situations”.
Experts from Brazil, South Africa, Qatar, the UAE, and Serbia took part in the panel session “International Experience of Client-Centric Transformation of Public Administration”. The experts shared their experience of implementing client-centric principles in the work of government bodies and emphasized the importance of providing public services not only in person, but also electronically.
The forum “Customer-centricity in public administration – 2024” brought together about 1.5 thousand representatives of federal and regional authorities, governors, and heads of municipalities of Russia.
Please note: This information is raw content directly from the source of the information. It is exactly what the source states and does not reflect the position of MIL-OSI or its clients.
Please note; This information is raw content directly from the information source. It is accurate to what the source is stating and does not reflect the position of MIL-OSI or its clients.