Single Window
Print version
Report and Presentation for the Zelenograd Conference September, 18, 2007
on Implementation of Single Window System in Zelenograd Administrative District of Moscow
Technology of working with applicants in the framework of the Single Window project was first put into practice in Zelenograd district under Moscow Government programme in 2004.
From the very beginning of the Single Window system implementation the prefecture of Zelenograd set a task to use upgrade technologies for building interaction between the system and organization departments of prefecture, administrative boards of city areas (uprava) and district organizations with the highest automatisation of processes in the existing legal environment. For this purpose the prefecture established the department of Single Window service and informatisation which unites sector of informational technologies and the Single Window system.
The citizensЎЇ requests are processed be means of special software product now. This considerably facilitates supervision of documents preparation and following schedule times assigned to this procedure, allows accelerating the of informational exchange between prefecture departments and Single Window services of city districts administrative boards. At the same time the used program automatizes the preparation of consolidated financial statements on the work of Single Window system and information transference to the city system of monitoring and coordinating Single Window services. Technology of electronic documentation flow is a factor that forwards the implementation of electronic regulations as well as the concentration of document acceptance and lending in the framework of Single Window service. In particular, electronic informational exchange is already functioning between prefecture departments, administrative boards of city districts, Single Information-Computing Centre, Department of Housing Policies and Housing Fund thus allowing to leave applicant out of the intermediate documents preparation.
Both interdepartmental electronic documentation in the framework of "one window" system and automatised interactions are actively carried out in Zelenograd.
Implementation effects:
- reduction of document lending period from 7 to 1 day
- releasing applicant from taking documents from secondary educational establishment, Single Information-Computing centre, or submitting certificates of child's allowance.
Informational system Single Window providing integration with any outside informational system in the framework of automatised or automatic procedures is a basic platform for the management of documentation processing in Moscow.
For optimization and implementation of electronic regulations in Zelenograd district 2 documents have been chosen. Firstly, formalization and reregistration of large family certificate. About 900 large families are registered in the district, therefore not less than 900 requests for reregistration of such a certificate are filed per year and there is a trend towards increasing this number. The second document is notification about registration of citizens who need improvement of housing conditions. These 2 points make up for more than 80 % of all documents lent by Single Window services of city administrative boards, that is why the task of optimization procedures of their lending considers to be relevant.
At the first stage the results obtained by means of modeling processes made it possible to define gaps in the responsible staff, terms and required data bases. Actual proposals on optimization of the existing processes became the result of the work. For obtaining the certificate a new procedure was worked out that led to decrease of documents lending from 7 to 1 working day and practically to several hours and at the same time released an applicant from submitting certificates from secondary educational establishment and Single Information-Computing Centre. Ealier these certificates were obtained by the applicant before addressing to Single Window service of the city administrative board. In order to implement new procedure it was necessary to build up interaction with such establishments as Single Information-Computing Centre for obtaining information about registration of large family members, the Department of Moscow Population Social Protection for accessing information on receiving child's (children's) allowance, with the Department of Education of Moscow city for checking the children on total state support and their studying in secondary educational establishments. The procedure of interaction and providing the data are coordinated with all involved organizations. The implementation of this automatised system assures flexible restructuring and transparency of the process.
The procedure uniqueness consists of the first implementation of fully automatic interdepartmental interaction for providing state service. Inquires and answers are formed automatically by means of direct access to data bases that reduces departmental flow of documents.
International practice and experience accumulated in Zelenograd show the necessity to switch from the work of many "windows" to just Single Window and to the establishment of territorial Population and Legal Bodies Service Centre.
Intensive work has been done in Moscow Government. Government orders defining regulations for preparing and lending documents necessary for an applicant have been assigned for every document of the Single Register (about 300 documents). These regulations systematized the requirements in the framework of the acting legislation but it should be mentioned only insignificantly simplified the existing state of things. If before an applicant was dealing with specialists inside the organization, now he deals with Single Window services. Altogether in Moscow there have been established more than 600 subsidiaries providing "one window" services, among them 17 are located in Zelenograd district.
For the purpose of creating more comfortable conditions of request acceptance there was established the Centre of Population Service on the basis of Single Information-Computing Centre in Zelenograd administrative district of Moscow. The Centre was founded in compliance with Moscow Gove
rnment order from 30.11 2006 №2469 . On preparation and carrying out experiment of creating and organizing the work of population and organisation servicing Centres in the framework of "one window" system on the territory of Moscow city.
Model under implementation in Zelenograd leaves out the necessity of sending specialists of Single Window services to the Centre and this is the main peculiarity of the system. Model stipulates maximum usage of services, resources and technologies existing in different departments and Single Information-Computing Centre.
It should be mentioned that Centre of Population Service appeared on the basis of well-prepared infrastructure. The Single Information-Computing Centre has been developing in Zelenograd since 1996. At that time there was founded a model later called Single Window. Passport office, book-keeping department and subsidy department were unified into Single Window. Part of the inquiries was processed in absence of citizens, for example, by means of automatized recount of imputations and subsidies. Today The Single Information-Computing Centre stands out by its excellent technical equipment, it possesses centre of data processing, call-centre, unified data bases on population, benefits, tenants, housing fund. On the basis of telecommunication environment from any location of subsidiary network the Single Information-Computing Centre provides services for the population. All this allows to cope quite easily with large amount of requests and meet new challenges. The Single Information-Computing Centre has accumulated considerable experience in exchanging data with Department of Internal Affairs, Departments of Social Protection, Education, Health Care, Prefecture, Administrative Boards of the City, Directory of Single Customer, Pension Funds and other organizations. Currently the Centre lends more than 60 kinds of documents that is the best result among all Single Information-Computing Centres in Moscow. The total number of these documents is also the largest one. Call-centre processed in average 350 requests per day, the maximal number amounts to 1000 requests.
Centre functions at 2 sites. The operational hall of citizens and organization representatives individual reception is functioning at the experimental site in building 606A. The telematic service operators process requests received by fax o electronic mail here. Multifunctional computer-equipped hall, informational zone and express cafe are also functioning there. The Call-centre is working at the experimental site located in building 1105.
The Centre provides the acceptance of citizens and legal bodies requests for state services by means of such comfortable ways as call-centre, mail, fax, Internet, message courier or personally. Preliminary appointment through call-centre allows the planning of individual reception and providing service jumping the queues The Centre carries out documentation dispatching and routing, forwarding requests to the relevant segments of Single Window on the basis of interactions approved by regulations.
For implementing the model there was carried out the restructuring of Zelenograd Single Information-Computing Centre. 3 groups of specialists were distinguished. The first group is represented by Centre operators providing informational and directory services and consultations on all questions about Centre activities using data bases and if necessary addressing the experts of Single Window by means of teleconferences. The operators are also responsible for planning the timetable of accepting requests from citizens and organizations. They carry out registration and initial processing of requests as well as lend ready documents. The second group consists of service managers who control the process according to earlier developed route. Routes are developed and set up inside automatised system by centre technologists. The fourth group is represented by employees of Single Window system of experiment participants who carry out the processing of requests submitted to the Centre according to approved regulations. Currently apart from the specialists of the Single Information-Computing Centre this group is also represented by Single Window specialists of prefecture, administrative board of the city, the Property Department of Moscow City, the Department of Housing Policy and Housing Fund, Technical Inventory Bureau.
For creating unified operational environment of the Centre and experiment participants there was created data transfer network. Distant working places of expert-consultants from Single Window services are connected through telecommunication channels. Every distant working place taking part in the experiment is equipped with special programme that allows tracking of request processing, connection with specialists by means of teleconferences through internal network without using Moscow City Telephone Network. The program also provides access to Centre data base.
The applicant can use 4 patterns applying to the Population Service Centre. Besides traditional variant, the service can be provided with only one-time applicant's attendance for taking the document or without applicant's attendance to the Population Service Centre. For example, the opportunity to submit in advance over the phone or through the Internet a request for obtaining prefect's prescription and come at the agreed time to receive the ready document. For providing services without applicant's attendance the usage of electronic mail is worked out. The 4th variant is used without applicantЎЇs attendance when pre-emptive measures are taken. This variant can take place, for example, in case of automatic recount of subsidies.
Currently, in conformity with Moscow Government order dated 1st March 2007 N 333 there is an opportunity to order and obtain 66 kinds of documents. Apart from that additional services related to drawing up regular passport, setting up and carrying out maintenance of individual registering devices and some other services are provided in the framework of "one window" system.
The total number of documents lent from the 1st of March amounts to 84 thousand. The documents of Single Information-Computing Centre, City Centre of Housing Subsidies, Department of Housing Policies and Housing Fund, Moscow City Technical Inventory Bureau were mostly demanded.
Regulations were worked out for centre interactions with all experiment participants. Regulations are being implemented through technological routes that are being set up in the program complex.
- Providing service "jumping the queues" according to single standard of comfort
- Prevention of conflicts related to deficiency of social rent contract
- Acceptance/lending of documents only in the Centre of Population Servicing
The Centre provides an opportunity to integrate services and reduce the time spent by an applicant on communication with bodies of executive power. For example, for obtaining social rent contract the total time spent by an applicant amounts to 10 minutes for applying and about 20 minutes for receiving the document, altogether not more than half an hour. Before for obtaining the document thorough the Department of Housing Policies and Housing Fund the applicant spent in average more than an hour standing in queues.
- Providing service :jumping the queues" according to single standard of comfort
- Prevention of conflicts related to deficiency of social rent contract
- Acceptance/lending of documents only in the Centre of Population Servicing
One of the popular kinds of additional services is the installing of individual registering devices. The worked out scheme stipulates full-scale functioning of Single Window system. The applicant doesn't visit Directory of Single Customer, Managing company, all procedures of installing the devices and calculations are going through the centre.
- Preparation of topical radio programmes and organization of their broadcasting in the Centre of Population Service.
- Publication of informational brochure about the Centre
- Live programme on radio "Zelenograd of Today" with the first prefect's deputy, the head of the Centre
- Live programme with the head of the Centre on Zelenograd TV.
- Writing the column "News of SICC" in the district and municipal press
- Placing of posters in the houses
- Placing informational materials in buses
- Distribution of informational leaflets and reminders in public places
- Video commercial about Call-centre and contact-centre (buildings 1105 and 606a)
- Placing information on the lighting pane on the square of Yunost.
- Placing information on the back side of single payment document sent monthly to every apartment.
The informing of the population about Single Window system is carried out through traditional, electronic and since recent time mobile channels. The peculiarity of this informing is the usage of SICC infrastructure as the information is typed on single payment document sent monthly to every apartment.
Question. Do you think that with establishment of the Population Service Centre the work of industrial and territorial bodies of executive power, participants of experiment on preparation and lending documents for citizens and organizations of Moscow, improved? Do you consider that conditions of lending documents and providing consultations became considerably more comfortable?
14 % don't know
3% no
2% rather no
43 % rather yes
38% definitely yes
Are you satisfied with the operating mode of the Centre?
62% yes
21 % rather yes
9 % rather no
8 % not at all
Is the location of the Centre is convenient for you from the transport accessibility point of you?
41% yes
16% rather no
32% rather yes
11 % not at all
For feedback purposes the questioning of citizens is carried out using different methods. More than 93 % of respondents think that with the Centre creation the work improved and the conditions of lending documents became more comfortable. As show electronic surveys conducted through Internet site of the prefecture and some other means the reduction of time spent on communication with bodies of executive power is, according to respondentsЎЇ opinion, the major achievement after the Centre establishment.
Synergy effect of Zelenograd Centre model and potential of its development consist of the opportunity of scaling both the variety of lent documents and network of acceptance/lending of the documents on the basis of unified standards of comfort servicing. The Single Information-Computing Centre of Zelenograd has 4 places of accepting documents and each of them can provide identical range of services on the basis of electronic systems. Besides, SICC is a well-established source of information for providing services for population, companies and other state departments as it has a relevant data base on population, social security beneficiaries and housing fund.
Since 2002 the district has witnessed the development of electronic "one window" located at
www.zelao.ru. The prefecture site integrates more than 300 links, 12 informational systems providing interactive services that gives it the right to be called a portal. More than 800 citizens of Zelenograd use prefecture portal daily to find telephone number, reception hours, to pose a question to prefect, to request a copy of an order or an archive transcript. The virtual interface of the official site hides a number of powerful data bases. Thanks to that the territorial power is becoming transparent. The entire route of a request coming to the hierarchy of executive bodies can be seen through the site. Such interactive services as changing of status, answer period, answer itself are sent to a user's e-mail making interaction more comfortable for an applicant. Prefect's order
s are also released automatically. The implementation of Zelenograd portals system is one of the directions of district Internet sources development. Among goals of Zelenograd portals are creation of effective tools for sharing information and establishment of interactive cooperation of local authorities with citizens. High on the list of priorities are enlargement of services range and availability increase of special services provided by authorities and official informational sources of the district independent from the location of the service or the source using most advanced informational technologies as well as concentration and accumulation of the district Internet-resources. The aim of the Portal is to become universal "entry point" for getting information and services in the framework of all district and city Internet resources. The Industry portal that integrated informational resources on the district business was the first to be created.
Ultimately, the Centre of Population Servicing, Call-centre and Portal system should become the access gates to all district and city executive power services necessary for citizens and organizations thus making possible to accept all requests to state services in the framework of single comfort standards in the system of many channels.
