Comparison of the process of obtaining state and municipal services for the EPGU and regional and state and municipal services. State (municipal) services (works)

A public service is a public service, funded from the funds of the relevant budget, legally established, related to the powers of the competent state executive bodies, mandatory law enforcement activities for them, aimed at the implementation of the rights or legitimate interests of an individual or legal entity who initiated it, as well as to ensure the execution of it. responsibilities.

There are three main ways to get state and municipal services:

Personal appeal to the relevant department (authority);

In electronic form on the Unified Portal of State and Municipal Services (EPGU);

Through the Multifunctional City Centers (MFC).

In the first case, a citizen personally applies to the relevant department or authority to receive a certain public service. You need to contact the nearest department (for example, a branch of the Russian pension fund) or call the counseling center, make an appointment and get the necessary information or service directly at the reception. It should be noted that information is provided only on the day of contact.

Today, most of the population prefers to use the services in the usual format: visiting institutions in person, collecting many documents on paper. Thus, a significant amount of time is spent on filling out documents, visiting various departments. Receiving government services electronically removes all these problems. For these purposes, a single portal of state and municipal services has been created, the main goals of which are to reduce administrative barriers, simplify the procedure for providing services and shorten the time for their provision, and introduce uniform standards for serving citizens living in different territories.

In order to take advantage of the opportunity to receive state and municipal services in electronic form, you must register on the portal.

All information that is filled in in a personal account is reliably protected and is used only for the provision of public services. At the same time, the data is provided exclusively to departments providing public services, and exactly in the amount that is required according to the administrative regulations for the provision of services.

There are certain advantages of receiving state and municipal services in electronic form, through the Unified Portal of Public Services:

Simplification of obtaining state and municipal services and other useful information;

Reducing the time from submitting an application to issuing a completed document;

Reducing the number of documents provided;

Informing a citizen at every stage of work on his application;

An application for the provision of state and municipal services can be submitted practically without leaving home or without leaving your workplace.

The idea of \u200b\u200ba “single window”, where any citizen of Russia can apply to solve any of his problems related to the activities of state administrative structures or municipal institutions, has long been discussed at various levels of government. But only in 2014-2015, in some regions of the country, MFCs appeared - multifunctional centers, the responsibility of which is to provide a variety of public services.

Where the MFC appears, people no longer need to pound the doorstep of a dozen offices - it is enough to contact an employee of the multifunctional center, explain their problem and give him the documents necessary to solve it. The employee himself will collect all the required certificates and signatures, and the applicant will only have to receive the required document in the same window after a few days.

Typically, multifunctional centers provide their services free of charge. Citizens who apply to them only need to pay the required state duties and fees imposed by law for the execution of a particular document. In addition, payment is due for the notarial service of issuing a power of attorney for the conduct of a citizen's affairs, issued to an employee of the MFC.

The activity of the multifunctional centers is based on an automated system for obtaining information, which provides access to information systems of various departments to quickly obtain the required information. This greatly facilitates the work of the MFC employees and allows them to cope with the various needs of citizens.

Many regional centers accept applications for the provision of services not only in offices and branches, but also using the Internet via e-mail and their own Internet portals.

The websites of the regional MFCs allow you to familiarize yourself with the list of the center's capabilities, working hours and other details, as well as make an appointment at a convenient time for the visitor.

2. Multifunctional center: essence and functional purpose

Further, a comparison of the process of providing specific state and municipal services in the field of employment and employment of the population through the EPGU and regional portals will be presented, as well as practical recommendations for optimizing the Single portal of state and municipal services will be given.

In the course of the analysis, questionnaires of state services for psychological support of the unemployed, temporary employment of minors and paid public works on regional and federal portals of state and municipal services were compared.

As a result, it was established that the possibility of receiving in electronic form is available only for the employment of minors on the current version of the EPGU portal and on the portal of state and municipal services of the Republic of Bashkortostan. The possibility of receiving other services in electronic form is not provided.

The portal of state and municipal services of the Moscow region provides citizens with the opportunity to electronically register with the bodies involved in the provision of state and municipal services. On other portals, this option is not available.

It was noticed that not all the information presented on the current version of the EPGU portal corresponds to the information on the regional portals. In particular, the information on the time of the provision of services for obtaining psychological support at the EPGU does not correlate with the information presented on the portal of state and municipal services of the Moscow region.

Among the serious shortcomings of regional portals, I would like to note the lack of a version of the portal for people with disabilities.

Among other things, the EPGU and the portal of the Moscow region did not find up-to-date news about changes to the procedure for the provision of services. Such information is available on the portal of the Republic of Bashkortostan.

Generalized information on the process of obtaining state and municipal services through federal portals and portals of the constituent entities of the Russian Federation is presented in Table 7.

Table 7 comparison of EPGU interfaces and regional portals

Thus, summing up the general results of the analysis, we can say that the process of integration between EPGU and regional portals has not yet been completed. This leads to the fact that residents of the regions do not, in fact, make any sense to use the EPGU to receive regional services. At EPGU, outdated information about services was found that did not correspond to the current information on regional portals, which directly complicates the process of obtaining the necessary services. Regional portals do not implement the possibility of special access for people with disabilities, which deprives this category of citizens of the opportunity to receive state and municipal services in electronic form through regional portals. At the same time, all portals provide access for citizens from various devices, which allows citizens to receive the necessary services in any place convenient for them, even in the absence of a personal computer.

Personal accounts of a citizen on various portals are also insufficiently synchronized. Thus, the information entered during registration at the EPGU was almost completely not transferred to the service portal of the Moscow region and the Republic of Bashkortostan. For citizens who registered through the EPGU and who wish to receive services on regional portals in the future, this level of integration is associated with additional time costs spent on re-filling in the fields with personal information.

From the foregoing, the following recommendations can be proposed for optimizing the process of providing state and municipal services for citizens of the Russian Federation:

1.Uniform requirements for the organization of EPGU and regional portals will provide citizens with the opportunity to easily navigate both EPGU and regional portals, without having to get used to the new interface again, and the unity of the interface will eliminate inconsistencies in the information presented on the portals;

2. the ability to enable the filter only for electronic services or for services for which it is possible to submit an application in electronic form, will significantly reduce the time spent by citizens to find the necessary services;

3.mandatory organization of the possibility of registering citizens for an appointment with the body that provides this service, or the district MFC will reduce the waiting time in line and relieve citizens of the need for an additional visit to the MFC and (or) the authority)

4. providing access to the portal for citizens with disabilities will allow the relevant category of citizens to receive services in electronic form, without the need to personally appear at the MFC and the relevant authorities;

It is advisable to supplement the questionnaires-requests for receiving services at the EPGU with a direct hyperlink to the corresponding questionnaires of state and municipal services on regional portals. Thus, the applicant gets rid of the need to re-search for the service he needs, if it is necessary to receive the selected service on the regional portal.

Personal accounts of a citizen on portals of state and municipal services of different levels also need closer synchronization. In particular, information from a citizen's personal account, once filled in on the portal for the provision of state and municipal services of any level, should be automatically memorized on all other portals for the provision of state and municipal services, which will save citizens from the need to repeatedly fill out information in their personal account by citizens on various portals upon receipt of services.

Based on the analysis of foreign experience, it is necessary to mention the need to provide the possibility of obtaining specialized public services for foreign citizens through the EPGU. The presence of a fully functional in a foreign language version of the EPGU, containing special public services for foreign citizens, will significantly reduce the costs of foreign citizens to receive the specialized services they need. For example, providing foreign citizens with the opportunity to obtain a work permit through the EPGU will lead to an increase in the availability of this service for foreign citizens and, in the future, may lead to the attraction of highly qualified workers.

The presence on the portals of up-to-date news on changes in the procedure for the provision of services increases the availability of services, which is confirmed by the existing international experience. Almost every studied foreign portal provided citizens with access to relevant news about key changes in the procedure for rendering services on the portal.

Thus, applying these recommendations in practice, it is possible to greatly optimize the process of providing state and municipal services for various categories of citizens. Among the expected consequences, one can single out an increase in the level of availability of state and municipal services, an increase in the number of services provided in electronic form, as well as a reduction in the time costs of citizens.

Table 8 Proposals for optimization of public service portals and expected effects

State (municipal) service (work) - a service (work) provided (performed) by state authorities (local governments), state (municipal) institutions and, in cases established by the legislation of the Russian Federation, by other legal entities. In connection with the use of similar terms and concepts in the legislation of the Russian Federation, it is necessary to distinguish between the concepts of services provided in accordance with the Federal Law of July 27, 2010 No. 210-FZ "On the organization of the provision of state and municipal services" (hereinafter - Federal Law of 27 July 2010 No. 210-FZ), and services rendered in the context of the Federal Law dated 08.05.2010 No. 83-FZ.
Federal Law No. 210-FZ of July 27, 2010 regulates the provision of state (municipal) services by the authorities in the course of exercising their functions in the exercise of powers assigned to them or transferred from another level of authority (for example, issuing a building permit, providing an extract from the register real estate).

The consumers of these services are only individuals or legal entities (with the exception of state bodies and their territorial bodies, bodies of state extra-budgetary funds and their territorial bodies, local self-government bodies).
These services are provided at the request of the specified persons (applicants) in accordance with administrative regulations.
In addition, Federal Law No. 210-FZ of July 27, 2010 regulates legal relations in the provision of services that are necessary and mandatory for the provision of state (municipal) services in the context of this law (for example, the issuance of a health certificate, which is necessary to obtain state service "issuance of a driver's license"). Such services can be provided to the applicant, including on a paid basis in accordance with the requirements of Article 9 of the Federal Law dated July 27, 2010 No. 210-FZ.
The provisions of Federal Law No. 83-FZ of 08.05.2010, to which this section of the official website of the Ministry of Finance of Russia is devoted, apply to services that are provided not by the authorities, but by their subordinate institutions within the framework of tasks defined for these institutions (for example, the implementation of educational programs, the provision of primary medical care, storage of archival documents). The consumers of such services are individuals or legal entities, as well as authorities.

The following conditional division of public services and public works has been adopted:
A service is the result of an institution's activities in the interests of a specific natural (legal) person - the recipient of the service (for example, the implementation of educational programs of secondary vocational education, primary health care, library services for library users).
Work is the result of an institution's activities in the interests of an indefinite number of individuals or society as a whole (for example, creating a theatrical performance, organizing exhibitions and competitions, landscaping).
A “service” is characterized by a certain number of consumers and the homogeneity of the services provided to them, as a result, the volume of service provision can be measured, and the cost standard can be calculated per unit of service provision. For "work" it is difficult to estimate the exact number of consumers, and the work itself is significantly different in nature, as a result, the rationing of costs per unit of work is usually not possible.

Departmental lists of services (works) provided (performed) by state institutions subordinate to federal executive bodies in the main field of activity.

The state assignment to a federal state institution is formed on the basis of a departmental list of services (work) provided (performed) by state institutions subordinate to the federal executive body (hereinafter - the departmental list).
That is, the state assignment (and, as a consequence, the subsidy for financial support of its implementation) applies only to those services (works) that are included in the departmental list.
Clause 4 of the Decree of the Government of the Russian Federation dated 02.09.2010 No. 671 stipulates that federal executive authorities performing the functions of developing state policy and legal regulation in the established area of \u200b\u200bactivity have the right to approve basic (sectoral) lists of public services (works) provided (performed) federal institutions in the established field of activity (hereinafter - basic lists). At the same time, it was determined that the indicators of departmental lists can be supplemented and detailed, but should not contradict the indicators of the base lists.

Consequently, the functions of the basic and departmental lists are different:
The core lists should ensure that similar services are presented consistently across departmental lists.
Departmental lists are formed by the federal executive body performing the functions and powers of the founder on the basis of the basic (if approved in the relevant field of activity) and determine the services (work) performed by state institutions subordinate to them.

In accordance with paragraph 3 of the Decree of the Government of the Russian Federation dated 02.09.2010 No. 671, the federal executive authorities have formed and approved the Departmental lists, posted them on the Internet.
You can familiarize yourself with and with those posted on the Internet on the official websites of federal executive bodies exercising the functions and powers of the founders of federal government agencies.
The decision on the formation of lists of state (municipal) services (works) provided (performed) by state (municipal) institutions of the constituent entity of the Russian Federation (municipal formation) is taken by the constituent entity of the Russian Federation (municipal formation).
In order to implement the provisions of Federal Law No. 83-FZ of 08.05.2010, the Ministry of Finance of Russia recommends that the highest executive bodies of the constituent entity of the Russian Federation choose one of the two recommended approaches:
1) formation of a two-tier structure of the list of services, consisting of an industry-specific list of services and a departmental list of services. This approach can be applied if a regional program of socio-economic development has been developed in the constituent entity of the Russian Federation and there is a certain position of sectoral executive bodies on the implementation of regional policy in the areas of activity;
2) the formation of a single list of services, in this case the list of services is formed by the founder for the purpose of the subsequent formation of tasks for subordinate institutions. The list of services is approved by the legal act of the founder.

The possibility of providing paid state (municipal) services.

In accordance with the provisions of the Budget Code of the Russian Federation, the institution has the right to provide services on a paid basis only in excess of the task. The institution has no right to refuse to fulfill this state (municipal) task in favor of providing services on a paid basis (Article 69.2 of the Budget Code of the Russian Federation as amended by the Federal Law). In excess of the established task, the institution has the right to provide services related to its main activity, for a fee, to individuals and legal entities on the same conditions when providing the same services. At the same time, for budgetary institutions, the founder establishes the procedure for determining the specified fee, unless otherwise provided by federal law, and for autonomous institutions, the procedure for providing such services is not provided for by federal laws.

The absence of queues, speed of service, the ability to receive services in electronic form are tasks, the solution of which will make the communication of applicants with state or municipal authorities as comfortable as possible.

Improving the quality of the provision of public services is one of the main directions in the work of the Cadastral Chamber in Moscow.

The quality of the provision of public services in the field of cadastral registration and registration of rights by specialists of the Cadastral Chamber can be assessed by Moscow residents on the Vash Control website (vashkontrol.ru).

The Ministry of Economic Development of the Russian Federation has created a feedback tool to make the process of obtaining public services more convenient. The Vash Kontrol website allows any applicant who has received a public service to influence the quality of the provision of services, evaluating them in a specific place, for a specific service.

So, applicants who visited the offices of the Cadastral Chamber or the Multifunctional Center for the Provision of State and Municipal Services (MFC), using the "Your Control" website, can assess the speed of work, professionalism and politeness of employees, waiting time in line, the level of comfort in the premises and the convenience of the procedure for obtaining services in general.

The assessment can be made not only after receiving documents in the offices of the Cadastral Chamber or the MFC, prepared based on the results of the provision of the service, but also after receiving the service through the electronic services of Rosreestr, attending consultations or a personal reception, which is conducted by the leadership of the Cadastral Chamber.

In addition, on the "Your Control" website, you can leave a detailed review of the receipt of the service; tell about the difficulties that you had to face, or, on the contrary, leave gratitude.

To assess the quality of the services provided, the applicant must:

1. Register on the website www.vashkontrol.ru (or log in using an account on the website www.gosuslugi.ru or one of the social networks);

2. Select from the list of organizations "branch of FGBU" FKP Rosreestr "in Moscow";

3. Select the service about which you want to leave a review.

4. Assess the quality of public services by answering the questionnaire, or see the ratings that were given by other consumers of services.

According to the portal "Vash Kontrol" 96% of the respondents assessed positively the work of the Cadastral Chamber in Moscow. To date, more than 11 thousand ratings have been set, the average score for assessing the provision of public services was 4.9.

In addition, Muscovites can assess the quality of government services through a free SMS message. To do this, when contacting the MFC, you need to leave your phone number, after which you will receive an SMS message. The applicant can evaluate the received public service on a five-point scale.

Elena Spiridonova, Director of the Cadastral Chamber in Moscow, noted: “Work to improve the quality of public services has been and remains a priority task of the Cadastral Chamber in Moscow. The service for assessing the quality of public services "Your Control" allows you to identify "problem areas" and promptly take the measures necessary to eliminate them. We look forward to and appreciate the feedback from applicants who have used our services. "