Analytical Center for the Government of the Russian Federation
Development of federal standards for the interaction of the state with its citizens and businesses
Client Situation
- A wide range of public services and functions, coupled with a low degree of customer focus in the state’s interactions with citizens and businesses, and an insufficient level of digitalization, have led to difficulties in obtaining services and reputational risks for the state as the service provider
Approach
- Analysis of international experience in digitizing services and implementing a customer-centric approach, Russian experience in implementing individual initiatives to improve the quality of public services
- Development of drafts of two standards describing the principles of providing public services and performing functions for citizens and businesses
- Preparation of proposals on mechanisms for introducing and managing the implementation of standards
1
Developed
A model was developed that ranks countries by their level of customer centricity
2
Expert
Expert support was provided in the development of other documents in the field of customer centricity
3
Approved
Approved by the Government of the Russian Federation. A decision was made to launch pilot projects to implement standards in government agencies in 2022