City government

City administration

25.08.2015, 16:33

Integrated government service centres achieve international quality standards

Integrated government service centres achieve international quality standards

Moscow has become an absolute leader in promoting dialogue with visitors to integrated government service centres (IGSC) and joined the troika of world leaders in queue management, IGSC Director Yelena Gromova said at a news conference.

According to a survey conducted by an international company, the city is the leader in terms of average waiting times — three minutes.

“One in 150 visitors has waited over 15 minutes to see our specialists,” she said.

Ms Gromova stressed that Moscow is also a leader in terms of an array of convenient services that are standard for the entire network. Thus, all of the My Documents offices are equipped with vending machines with coffee and sandwiches, have a children’s facility, a printing facility, a smart terminal to pay dues and a photo booth.

Speaking about new formats of working with residents, she said that a pilot platform for innovations will be set up at the National Exhibition of Economic Achievements, where an IGSC Palace will open.

“An IGSC will be opened at Pavilion No 71. It is an architectural landmark. We should comply with all requirements, conduct a survey and make it convenient for visitors,” she said. Project documentation for the centre should be ready by the end of the year.

Over the past year, the number of applications at IGSCs has grown by 40 percent. Over 70,000 people come to receive up to 150 government services each day, or over 1.5 million a month.

Universal specialists provide 123 services, while other services are provided by federal and city service employees. The issuance of birth certificates is among the new My Documents services.

“In May, we launched an experiment at 10 IGSCs and transferred such a complex service to universal specialists. During this time, 3,000 people received birth certificates and 1,800 received death registration certificates,” she said.

As of 26 August, there will be 110 IGSCs in 113 city districts.

“Six new centres will be established, but a total of eight will open, as two move into new buildings,” Ms Gromova said.

New centers will appear in Severnoye Butovo, Voikovsky, Golyanovo, Levoberezhny, Molzhaninovsky and Presnensky, five of which will be located in shopping or business centres. The Tagansky and Severnoye Medvedkovo offices will move into new buildings.

The My Documents offices have a total of 5,000 windows from 8 am until 8 pm each day. Today, over 90 percent of Muscovites can receive required services in their neighbourhoods. Mobile offices in the Troitsky and Novomoskovsky administrative areas provide 35 services. A fixed-site centre is due to open there in autumn.

Ms Gromova added that an Open House Day will be held at all IGSCs on 29 August. There will be lectures and workshops for visitors. A schedule will be posted at