Translation. Region: Russian Federation –
Source: Government of the Russian Federation – An important disclaimer is at the bottom of this article.
Deputy Prime Minister – Head of the Government Staff Dmitry Grigorenko visited the laboratory for user testing of public services in Kaliningrad. The Deputy Prime Minister was presented with a new service “life situation” for planning and implementing a move to another region. Thanks to the service, people who change their permanent place of residence can receive all the necessary public services in one place – comprehensively on the public services portal according to the “life situation” principle.
The “life situation” service for planning and implementing a move allows you to use the government services portal to:
– submit an application for registration at the place of residence,
— renew your compulsory medical insurance policy,
– register with a clinic,
– enroll children in school and kindergarten,
— re-register pensions and social benefits,
— register with the military registration and enlistment office.
“Moving to another region involves completing a large number of documents – from changing your registration at your place of residence to registering your children in school and kindergarten. The “life situation” service for moving will help people complete all the documents more easily and quickly, and instead of visiting departments, focus on solving more important issues,” said Dmitry Grigorenko.
Also, within the framework of the service for moving to another region, reference information is provided on how to ensure a comfortable move for people with special needs, choose a transport company for transporting things, how to transport pets, what documents are required for moving by car and what else needs to be taken into account with this type of move. Information is also available that will help you find a job after moving to another region.
It is expected that in 2025, thanks to the “life situation” for moving to another region, the time for processing the necessary documents will be halved – from 20 to 10 days. The number of necessary documents is planned to be reduced threefold – from 15 to 5. The number of face-to-face visits to departments will also decrease – from 8 to 4.
Provision of services based on the principle of “life situations” is part of the federal project “State for People”. Services for the provision of state services based on the principle of “life situations” represent models of the most common events that people encounter.
At the moment, 16 federal “life situations” have been launched on the portals of public services and “MSP.RF”. Among them are such services as “Large family”, “Participation in sports competitions”, “Hunting and fishing trips”, “Getting into an emergency situation”, “Organization of cargo logistics”, “Opening a private school”, “Opening a pharmacy”, “Opening a tourist facility”.
To date, about 1.5 million people have used the “life situations” services. By the end of 2024, it is planned to launch 34 “life situations” at the federal level.
Work on the implementation of “life situations” is also underway at the regional level. It is planned that 85 regional “life situations” will be launched by the end of 2024.
In user testing laboratories, specialists check government services for compliance with customer-centricity standards and evaluate their convenience and ease of use.
Since the launch of the federal project “State for People” in 2021, more than 100 federal services have been improved based on the recommendations that ministries and departments received as a result of laboratory studies.
These include state cadastral registration and state registration of rights to real estate and transactions with it, registration of fire safety declarations, licensing of activities for the technical maintenance of medical devices, and licensing of pharmaceutical activities.
User testing laboratories operate in Lipetsk, Nizhny Novgorod, Tula, St. Petersburg, Kazan, Krasnoyarsk, Kaliningrad, Stavropol and Vladivostok. Two more such laboratories operate in Moscow.
The tests are conducted using domestically produced neurophysiological equipment and additional methods such as in-depth interviews and usability testing.
These methods and devices allow us to analyze the needs and habits of the target audience and identify user barriers. Based on the research results, recommendations are sent to government agencies to improve the operation of services and their implementation is further monitored.
The federal project “State for People” is included in the list of initiatives for the socio-economic development of Russia; its implementation has been carried out at the federal and regional levels of government since 2021.
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