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Methods for obtaining public services. Unified portal of public services. Government services. Ways of obtaining them State and municipal services a

Further, a comparison of the process of providing specific state and municipal services in the field of employment and employment of the population through EPGU and regional portals, as well as given practical advice optimization of the Single portal of state and municipal services.

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

As a result, it was found that the possibility of obtaining in in electronic format 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 provided.

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 psychological support services 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 about the process of obtaining state and municipal services through federal portals and subject portals Russian Federation are presented in table 7.

Table 7 comparison of EPGU interfaces and regional portals

Factor / Portal		uslugi.mosreg.ru	pgu.bashkortostan.ru

the number of actions that the applicant needs to complete to receive the selected state and municipal services in electronic form (taking into account the choice of the service category)
Availability of blank fields with information on the services page on the portal	Discovered	Not found	Not found
Possibility to register on the portal	Implemented	Implemented	Implemented
Provision of services in a foreign language (if the applicant is a foreign person)	Not implemented	Not implemented	Not implemented
	Implemented	Not implemented	Not implemented
	Not implemented	Not implemented	Implemented
Availability of outdated information about services on the portal	Revealed	Not found	Not found
Access to the portal for people with disabilities	Implemented	Not implemented	Not implemented
The ability to access the portal from different platforms	Implemented	Implemented	Implemented

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 the 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 the ability of citizens to access 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 not sufficiently 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 want 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 possibility of enabling 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 save citizens from 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 the 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 in information in personal account citizens on various portals when receiving 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 state services for foreign citizens, will significantly reduce the costs of foreign citizens for obtaining 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 about 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 order of rendering services on the portal.

Thus, applying these recommendations in practice, it is possible to significantly 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 accessibility 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 optimizing public service portals and expected effects

Optimization proposal	Expected effect
Development of uniform requirements for the classification and presentation of information about services on portals	For citizens: makes it easier to find services
The ability to store in the personal account of a citizen of the official documents necessary for the provision of the service	For citizens: reduces the time of service delivery For authorities: eliminates the need to carry out additional interdepartmental requests in the process of providing a service
Possibility of making a request to receive a service through the portal	For citizens: eliminates the need to personally appear at the authorities and the MFC to receive a service
Possibility of making an appointment with the MFC or government authority through the portal	For citizens: shorter queues
	For citizens: relieves citizens of the need to independently monitor the process of providing a service
Availability of updated forms and application templates on the portal	For citizens: the application process is being improved
Availability of up-to-date contact information on the portal	For citizens: reduces the time spent searching for contact information
Accessibility to the portal for people with disabilities	For citizens with disabilities: provides an opportunity to receive services electronically
Availability on the portal of up-to-date news on changes to the procedure for the provision of services	For citizens: allows you to avoid mistakes when filling out and submitting an application for a service
Placement on the pages of services on the EPGU of hyperlinks to the pages of services on regional and municipal portals, if the portals also provide these services	For citizens: allows you to effectively use EPGU to search for regional and municipal services
Implementation of feedback from applicants on portals	For citizens: allows you to take part in improving the portals; For authorities: allows you to quickly fix errors that occur at ports
Using the portal to apply for participation in the competition for the execution of a state contract (integration of EPGU with the Official website of the Russian Federation for posting information about the bidding "torgi.gov.ru")	For entrepreneurs: simplification of bidding procedures for the right to conclude a government contract For authorities: promotes the development of entrepreneurship
Organization of a direct transition between EPGU and the All-Russian database of vacancies "trudvsem.ru"	For citizens: simplifying the job search process For the authorities: the fight against unemployment, the opportunity to use the resources of the EPGU in the selection of personnel
Full synchronization of personal accounts of a citizen at EPGU and regional portals	For citizens: simplification of the procedure for filling in data
Providing specialized services in a foreign language (if the applicant is a foreign citizen)	For foreign citizens: simplifies the process of obtaining public services
Installation of a virtual consultant at EPGU, providing answers to typical questions of citizens around the clock	For citizens: the opportunity to receive round-the-clock advice on standard issues For authorities: the ability to quickly track the typical questions of citizens

Unified portal of public services.
Government services. Ways to get them.
In everyday life, every adult, one way or another, is faced with the need for various types of public services, for example: obtaining a passport of a citizen of the Russian Federation, obtaining a foreign passport, applying for a pension, registering a car, registering at the place of residence. There are three ways to get government services:

in the relevant government authorities and local government(for example, passport ¨C at the Federal Migration Service; submit a declaration of income - at the federal inspectorate tax service; put the car on record ¨C in the traffic police);

in the multifunctional center (MFC);

in electronic form on a single portal of state and municipal services, or on some other websites of government departments.

Let's take a closer look at what the MFC is. Multifunctional Center¨C is an organization created with the aim of obtaining public services on the principle of “one window”. MFC accommodates municipal, regional and federal organizations. The first MFCs appeared in Russia relatively recently ¨C in 2007, but many Russians have already appreciated their advantages. If, for example, you need to get several certificates and documents from various authorities, then you can come to the MFC and fill out everything you need in one window at a time. In Moscow at today 15 operating MFCs, MFCs opened in Balashikha and Klin in the Moscow region, opening in the city of Khimki is expected. The number of multifunctional centers will grow from year to year.

You can find out where the nearest MFC is located on the Internet at: mfts.rf

And now we will consider in more detail the possibility of obtaining public services in electronic form.
Public services in electronic form. SNILS. Registration on the website of state services.
Until recently, it took our parents a lot of time to get any government service, they had to take time off from work, stand in queues, fill out a lot of forms. This took a lot of their time and effort. Now we live in a wonderful time ¨C the era of modern Internet technologies, which allow us to send a request to almost any organization and receive an answer from it via the Internet. And spend your free time on more pleasant things ¨C for example, go to the cinema with the whole family. In other words, to obtain, for example, a certificate on the amount of pension savings, it is enough just to send an electronic request through the website of public services. This type of presentation of public services is called ¨C Electronic government.

Today, almost all government organizations have their own pages on the Internet, which contain information about the government services they provide. However, recently on the Internet at the address: http://www.gosuslugi.ru. This site can be called a virtual MFC. In the near future, with its help, it will be possible to issue almost any public service via the Internet, as well as obtain information about the addresses and telephone numbers of departments, what documents are required to process the service and how to obtain it.

In order to be able to use public services through the site, you must register on it. Each of you can do it today. To register on the portal of public services, you must have a passport of a citizen of the Russian Federation and SNILS (insurance number of an individual personal account) ¨C a green plastic card, which each of you must have. If you do not have SNILS ¨C, ask your parents to issue it at the nearest Pension Fund department. This document is issued to a person from the moment of birth. The SNILS number will become your login on the website http://www.gosuslugi.ru, and later on, the personal number of your universal electronic card (UEC), which from January 1, 2013 will be issued to all citizens of the Russian Federation who have reached the age of 14. UEC will replace many documents (pension certificate, student ID, medical insurance policy and many others), and will also become your personal payment bank card.

So, in order to register on the site http://www.gosuslugi.ru you need SNILS and a password that you have to come up with yourself. After that, you will be sent a letter with an activation code by registered mail. The activation code can be obtained at the Russian Post office by presenting your passport, as well as at the Rostelecom offices. This procedure is necessary to protect your personal data, so that no unauthorized person can use your personal information. After entering the activation code on the website http://www.gosuslugi.ru, you get the opportunity to use public services in electronic form. In the future, if you need to get a public service, you simply enter your login (SNILS number) and password on the authorization page.

Public services can be both paid (with payment of state fees) and free.

Now let's look at what government services are already available on the unified state portal for adult and minor citizens of Russia. Do you know at what age a citizen of the Russian Federation is considered an adult? (addresses students) The Constitution of the Russian Federation establishes that a citizen of the Russian Federation can independently exercise their rights and obligations in full from the age of 18. However, even before you reach the age of majority, starting from the age of 14, you have the right to use government services to a limited extent. Let's list these services:

Informing about the addresses and telephone numbers of state organizations;

Obtaining information about enrollment in an educational institution (school, college, etc.);

Obtaining information about the current student's progress, keeping an electronic diary and a progress journal;

Replacement of the passport (in case of loss / theft, damage);

Providing information from the register and numbering plan (find out which telecom operator owns the phone number).

The list of public services provided to adult citizens on the portal http://www.gosuslugi.ru is much wider:

This includes obtaining a passport, registration at the place of residence, registration of a car, filing a tax return, information on pension savings; filing applications for registration of acts civil status(Registry office) and many other services.
Obligations of citizens of the Russian Federation. The concept of civil society, social responsibility. The path to adulthood.
We examined the main types of government services in electronic form, which today can be obtained on the portal http://www.gosuslugi.ru.

Every day this site is updated with new information and soon more and more government services will be available to citizens of the Russian Federation.

The task of our government ¨C to tell as many citizens as possible about the possibility of obtaining public services via the Internet, and yours, as students and citizens of Russia living in the 21st century ¨C to tell your parents about the portal of public services, its possibilities, to help them register on the website. You now also know what the MFC is. Soon such multifunctional centers will come to every city in our country. You have learned a lot of interesting things about the structure of our government bodies, about your rights, about the fact that the rights of every citizen of Russia, even the smallest, are guaranteed by the Constitution of the Russian Federation.

However, do not forget that in addition to rights, in the face of the state, you all also have responsibilities. The most important of them ¨C compliance with the Constitution and laws of the Russian Federation. The constitution also obliges us to protect nature and environment, to take care of natural resources (Article 58), to protect the monuments of history and culture. The Constitution establishes the obligation of parents to take care of children, their upbringing (part 2 of article 38), their receipt of basic general education (part 4 of article 43) and the obligation of able-bodied adult children to take care of disabled parents (part 3 of article 38). And, perhaps, the most important thing that you should always remember: the exercise of human and civil rights and freedoms should not violate the rights and freedoms of others (part 3 of article 17) ..

Some children do not see the line between rights and responsibilities. Can rights be separated from responsibilities? Rights and responsibilities are closely related. Violate the right ¨C to disrupt order. Disrupt order ¨C disrupt duty.

Let's try to correctly complete the following tasks:
Divide the rights and responsibilities of any student into two columns.

Free education (law);
Respect for the opinions of all students and teachers (duty);
Convenient workplace(right);
Attending school at the designated time (duty);
Active acquisition of knowledge (law);
Personal property protection (right);
Exemplary behavior during lessons and breaks (duty);
Compliance with safety precautions and regulations road traffic(duty);
Respect for school property (duty);
Cooperation with teachers (law).

Only by knowing your responsibilities, only by being a decent person can you become a full member of society. You are responsible for your behavior and actions. You ¨C the future of our country, its face. What this person will be ¨C depends solely on you. You are entrusted to embody best ideas in life, to build a democratic state. Learn, strive for knowledge, keep up with the times, rush to master new technologies. Let today's lesson be your first step into adulthood.

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 kontrol 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, the professionalism and politeness of employees, the waiting time in the queue, 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. Evaluate 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 surveyed citizens positively assessed 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. 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 are waiting and appreciate feedback from applicants who have used our services. "

A public service is a public service financed from the funds of the relevant budget, legally established, related to the powers of the competent government agencies executive power, mandatory for them law enforcement activities aimed at the realization of the rights or legitimate interests of a physical or legal entity, who initiated it, as well as to ensure the fulfillment of his duties.

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. It is necessary to contact the nearest department (for example, a branch pension fund Russia) or call the counseling center, make an appointment and get necessary information or a 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 receive services in the usual format: visiting institutions in person, collecting many documents on paper. Thus, considerable 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 objectives 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 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 your home or without leaving your workplace.

The idea of a "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 required document in the same window a few days later.

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, the notarial service for issuing a power of attorney for the conduct of a citizen's affairs, issued to an employee of the MFC, is subject to payment.

The activities of multifunctional centers are based on automated system obtaining information that provides access to information systems 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 email and our 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