Implementation of the federal project «Government for the people»
Executive Office of the Government of the Russian Federation
Monitoring implementation of the activities included in the federal project passport
Ministry of Economic Development of the Russian Federation
Project management and testing of emerging tools
Analytical Centre of the Government of the Russian Federation
Development of implementation tools. Expert and methodological support for all processes. Opening of user testing laboratories
Ministry of Labor and Social Protection of the Russian Federation
Ensures the process of employee training according to educational programmes and expert assessment of work with the "internal client" (employees)
Russian Presidential Academy of National Economy and Public Administration (RANEPA)
Implementation of educational programmes for advanced training of personnel
Ministry of Digital Development of the Russian Federation
IT solutions for the introduction of new highly - qualified changes
«Federal project "Government for the People" is a new culture of interaction between the government, citizens and business designed to make human–state interaction as simple and convenient as possible...»
Mikhail Vladimirovich Mishustin
Prime Minister of the Russian Federation
«A customer–centric government is a solution to human problems without personal participation»
Dmitry Yurievich Grigorenko
Supervisor of the Federal project, Deputy Prime Minister of the Russian Federation – Chief of Staff of the Government Executive Office
The bureaucracy does not work anymore
The interaction between the government and the individual is changing. The focus is shifting from regulations and "paper work" to human interests.
Many procedures are globally outdated, not needed or require optimization, others can be automated and take place "behind the scenes" not involving citizens in the "paper process" and "going through the instances".
Civil servant
If an applicant made a mistake, then it's not my problem, let him/her start over.
The applicant is not to blame for making a mistake. Most likely, the form which needs to be filled out is rather complicated. The task is to explain and help him/her figure it out
This way is more convenient for me, so the process will be organized exactly this way. Anyone can understand the sequence of actions
Which process logic is more convenient for different users? Is it clear what needs to be done
Citizens and business representatives
I have to do a number of formal procedures, because the state needs it.
The process of receiving a service is completely simplified and convenient for a person.
What services should I apply for in a specific life situation, in what sequence and where shall I do it?
The events/circumstances of a person's life determine the set of services and the place where they can be received, but not vice versa.
The Government hears people and changes
A customer - centric state
Dialogue with the state
Open information and friendly counselling, attentiveness and sensitivity, interest in solving issues and tasks of citizens and businesses
Simplicity and convenience
A person quickly and easily finds the right service. The process is fully automated
Unity and integrity
Government agencies act as a single well-coordinated team, internal processes and work rules are synchronized, services are provided holistically, quickly and simply
Professionalism
Comprehensive training programmes are implemented to train employees of executive authorities at the federal and regional levels
The Government hears people and changes
An egocentric state
Detachment of the state
Indifference to solving a problem, unfriendly and arrogant attitude from of the government towards citizens and business
Low awareness
Citizens do not understand the procedure for providing services and the processes behind it
Inconsistency of processes
The system works as separate links – the services are not synchronized: appointment is done in one system, and the other does not "see" it, a web - site shows different information.
Incompetence
Lack of motivation and tools for the development and improvement of processes and services of government employees
The Government hears people and changes
Values and principles under implementation
Efficiency and convenience
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To solve human tasks, but not to perform duties formally
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Find and use the simplest and most convenient way to solve a problem
Unity and integrity
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To act as a single team to solve problems of a person
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Eliminate interagency duplications and contradictions
Equal access
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Take into account the characteristics of each person and eliminate barriers
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To adapt functions and services to human needs
Quality improvement and proactivity
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Act proactively, improving the quality of services and eliminating errors
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To test and innovate, to experiment
Fairness and impartiality
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Make decisions based on reliable data
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Follow consistency in decision-making process and actions
Openness and transparency
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Welcome and consider feedback, acknowledge existing problems
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Provide up-to-date information, explain the decisions made
Mutual trust and safety
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To fulfill publicly taken responsibilities and honestly report
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about the achieved results
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Minimize the need for control and inspections, taking into account risk analysis
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Guarantee the security of interaction with the state and protection of confidential information (including personal data)
For more information, see the «Declaration of Customer-Centric Values»
Transformation at all levels
The person is in the focus of attention
Formation of empathic, involving and understandable communication between the state and the person, aiming at solving human problems, providing holistic, complete and understandable information in all points of contact
Optimization of public services
Removing outdated and unnecessary ones, building new mutually directed processes, constantly improving public services for automation and seamless integration into everyday human life
Personnel transformation
Synchronization of internal processes and rules of work between departments to provide a holistic service, development and implementation of training activities to help civil servants to understand people and build an effective dialogue with them