It is no secret to anyone that interacting with officials and preparing any documents is not a pleasant process, which is always difficult and troublesome to go through. In order to free citizens from the need to obtain certificates at various state institutions, institutions working on the principle of "one window" were established.
The "single window" mode has long been used in other countries. For example, in Germany. There, administrative reform was first carried out, during which the districts were enlarged. In each district, reception rooms were opened for citizens to apply, obtain the necessary certificates and permits. The need to upholster the thresholds of institutions was reduced to zero. Document flow is carried out in electronic form, payment for services is carried out through the bank.
A similar system was introduced in Russia. The foundation was laid in the Moscow region. The Beskudnikovo district government has begun to master a new scheme of work, using computer technology, serving individuals and legal entities. A particularly popular service was the appeal of citizens on requests for redevelopment of residential premises.
Currently, such centers operate in almost all Russian regions.
System features
MFCs are aimed at helping people get various public services. What is the principle of "one window"? He assumes that a citizen will apply to the institution once with a statement, and after a while he will receive a result. At the same time, all the necessary work for him will be performed by employees of the IFC and other government agencies.
Convenience lies in the fact that when ordering a service, any citizen does not need to directly visit authorities, collect documents and contact officials. Such a system minimizes the moral, time, material costs of consumers of public services. For this reason, MFCs are becoming increasingly popular.
System benefits
The “single window” system, implemented in the established centers, is the result of the reform of public administration. This is an innovation aimed at simplifying the lives of ordinary citizens and businessmen.
The work of the IFC is aimed at:
- reduction in the duration of the provision of public services;
- decrease in priority;
- enhancing citizen satisfaction from communications with governing bodies.
The centers simplify the procedures for processing documents, combine the work of various departments, provide comfort to applicants when applying, and reduce the time and financial costs.
In the centers, the reception of documents is not done by civil servants, but by front-office specialists who are engaged in requesting services from any departments. The decision on the provision of services is made, as before, by the state body. But the applicant does not contact the official, this is done for him by an office employee. The specialist contacts officials at different levels, which significantly increases the applicant’s comfort and also prevents corruption.
Legislative framework
The implementation of the “one-stop shop” principle and the interaction with citizens and government agencies of the MFC are regulated by law.
In 2010, a federal law was issued regulating the activities of the MFC. It contains:
- The nuances of providing municipal services on a one-stop basis.
- List of services for which you can contact the institution.
- Legal potential and responsibility of the MFC.
- Obligations of other government agencies to the MFC.
The MFC can have any form of organization that must comply with the rules of the law and implement the main idea - the principle of “one-stop shop”.
In 2012, a government decree was issued, which enshrined the requirements for the activities of the IFC, as well as the material and technical equipment of the institution, the applied information technologies, and contact with other state structures. The number of windows, the area of the establishment, zoning, work schedule, location are determined.
The 2011 Decree regulates the interaction of the IFC with the authorities, local self-government, extra-budgetary funds and determines the list of issues in this activity, as well as the list of services provided by the IFC.
Landmarks
Centers operating on the principle of “one window” carry out such functions:
- accept requests from citizens for the provision of public services;
- represent the interests of citizens in various government bodies and structures;
- reflect the interests of state bodies when communicating with applicants;
- inform the applicants of the procedure for the provision of services and advise on other issues related to public services;
- contact with government agencies in matters of servicing citizens;
- issue the necessary documents to consumers as a result of the provision of services;
- receive and process information from government agencies and issue documents based on it.
The principle of "one window" is applied in the scheme of the provision of services in a single place. Thus, the MFC is the organizer in the process of organizing the services of state and municipal structures.
Feasible idea
The idea of centers formed throughout the country is that people request various documents at different periods of life. The most common situations:
- registration of the first passport;
- Marriage registration;
- birth of children;
- opening your own business.
In these cases, it is very important to draw up all the necessary documents as soon as possible and return to the implementation of basic life tasks. Single window technology contributes to this.
The MFC becomes a life partner, helping in different periods of life to receive documents as simple and quick as possible, eliminating possible difficulties.
The legal framework for the organization of this system is constantly being improved. The final goal is that a person does not need to go to different bodies to collect papers, but it is enough to contact only the Multifunctional Center and use the necessary services. Therefore, legal acts are constantly changing, the list of services performed by the MFC is expanding.
Service list
Today, the MFC provides services in the following situations:
- the appearance of children;
- change of surname;
- retirement process;
- housing construction;
- loss of documents;
- start of own business;
- change of place of residence;
- loss of relatives;
- home purchase.
A complete list of municipal services on a “one-stop shop” basis can be found at the MFC itself. In total, the centers serve the population for 131 services. Of these, 36 federal, 43 municipal and 52 others.
The multifunctional center helps in obtaining Russian and foreign passports, in obtaining extracts from the cadastre, in accepting documents for marriage registration and divorce, for regular child allowances, in obtaining a hunter ticket, in granting subsidies, in extracting extracts from the archive, in registering children with preschool institutions.
Brand name and values
The government has commissioned to create a single brand for all MFCs in Russia.
In 2014, the MFC received a new name - “My Documents”. New centers are created under this name, and existing ones are undergoing a rebranding process. Rebranding is carried out with the slogan "For all occasions."
The values of the MFC brand are:
- attentiveness to people and their life situations;
- friendly service;
- convenient service;
- comfort in interaction;
- close placement of centers;
- accessibility of public services to any citizen.
The relationship between state bodies is regulated by decrees and decrees.
According to statistics, as of January 2016, the percentage of the population covered by the MFC was more than 94%.
MFC circulation algorithm
How to interact with a multifunctional center?
Procedure:
- Call and ask if applications for a particular service are accepted. A center specialist will advise what documents are needed.
- A citizen turns to the center to apply.
- If it is necessary to pay state duty, it is paid at the terminal of the center.
- The applicant is on time to receive the result.
Ideally, a citizen should apply only two times - when submitting an application and obtaining a result. So the principle of “one window” is realized in the MFC.
Prospects
According to the law, the MFC is considered a full participant in the relationship between any departments and agencies. This saves the citizen from the need to go to many institutions for information. The state is committed to ensuring that the “one-stop-shop” system is implemented in all districts and regions of Russia.
The legislative framework is constantly being improved, which allows us to expand the list of services performed.
In 2007, when starting the pilot project, visitors still had to queue for paperwork, however, this was a big step forward. Today, the practice of “single window” is rapidly spreading in the Russian regions. No longer the usual long lines. The applicant receives all the necessary services in one institution.
The Ministry of Economic Development draws up and approves the schedule according to which the service centers operate.
New MFCs are constantly opening in all constituent entities of the Russian Federation. To optimize their work, an information system has been created to help monitor regional plans for the distribution of a network of “one-stop-shop” centers. The system displays open points in each region of Russia, and every year there are more and more of them.