The "one window" principle: what is it and how it works? Multifunctional Center

It's no secret that interaction withofficials and the preparation of any documents is not a pleasant process, which is always difficult and troublesome to go through. In order to free citizens from the need to receive information in various state institutions, institutions were established that operate on the principle of “one window”.

The “single window” mode has long been used inother countries. For example, in Germany. There, an administrative reform was first carried out, during which areas were increased. In each district, reception offices were opened to appeal to citizens, to obtain the necessary certificates and permits. The need to knock down the thresholds of institutions was reduced to zero. Document circulation is carried out in electronic form, payment for services is carried out through the bank.

A similar system was introduced in Russia. A start was made in the Moscow region. The Beskudnikovo district administration began to master the new scheme of work, using computer technologies, serving individuals and legal entities. Especially popular service was the appeal of citizens at the request of redevelopment of residential premises.

Currently, such centers operate in almost all Russian regions.

System Features

MFC aims to help people getvarious public services. What is the principle of "one window"? He assumes that a citizen will once turn to the institution with a statement, and after a while he will receive the result. At the same time, all the necessary work for him will be performed by the staff of the MFC and other government agencies.

Convenience is that any citizenwhen ordering services, you do not need to directly visit authorities, collect documents and contact with officials. Such a system minimizes the moral, time, material costs of consumers of public services. For this reason, the MFC are becoming increasingly popular.

System advantages

The “one window” system implemented informed centers - is the result of public administration reform. This is an innovation aimed at simplifying the life of an ordinary citizen and businessmen.

The work of the MFC is aimed at:

• reducing the duration of the provision of public services;
• decrease in priority;
• increased citizen satisfaction with communications with governing bodies.

The centers simplify paperwork procedures, unite the work of various departments, provide comfort to applicants when applying, reduce time and financial costs.

In the centers, the reception of documents is not engagedcivil servants, and front-office specialists dealing with requests for services of any departments. The decision to provide the service is taken, as before, by a state body. But the applicant does not contact with the official, this is done by the employee of the office for him. The specialist contacts with officials at different levels, which significantly increases the applicant's comfort, and also prevents corruption.

Legislative framework

The implementation of the principle of "one window" and interaction with the MFC of citizens and government bodies is regulated by law.

In 2010, the Federal Law regulating the activity of the MFC was issued. It contains:

• The nuances of the provision of municipal services on the principle of "one window".
• List of services for which you can contact the institution.
• Legal capacity and responsibility of the MFC.
• Obligations of other government agencies to the MFC.

The MFC can have any form of organization that must comply with the rules of the law and implement the basic idea - the principle of “one window”.

In 2012, a government decree was issued,which establishes the requirements for the activities of the MFC, as well as for the material and technical equipment of the institution, for the information technologies used, for contacting with other government agencies. The number of windows, area of ​​the institution, zonality, work schedule, location are determined.

Regulation 2011 governs interactionMFC with the authorities, local government, extrabudgetary funds and determines the list of issues in this activity, as well as a list of services provided by the MFC.

Reference points

Centers operating on the principle of "one window", perform the following functions:

• accept requests from citizens for the provision of public services;
• represent the interests of citizens in various government bodies and structures;
• reflect the interests of government agencies when communicating with applicants;
• inform applicants of the procedure for the provision of services and advise on other issues relating to public services;
• contact with government agencies in matters of service to citizens;
• issue the necessary documents to consumers as a result of the provision of services;
• accept and process information of state bodies and issue documents on its basis.

The principle of "one window" is applied in the scheme of rendering services in a single place. Thus, the MFC is the organizer in the process of organizing the services of state and municipal structures.

Realizable idea

The idea of ​​centers formed throughout the country is that people request different documents at different periods of life. The most common situations:

• registration of the first passport;
• Marriage registration;
• birth of children;
• opening your own business.

In these cases it is very important to issue all the necessary documents as soon as possible and to return to the fulfillment of the main life tasks. Technology "one window" contributes to this.

The MFC becomes a companion of a person’s life, helping to get documents as quickly and easily as possible at different periods of life, eliminating possible difficulties.

The legal framework for the organization of thissystems are constantly being improved. The final goal is that a person does not need to go to different bodies to collect papers, and it was enough to apply only to the Multifunctional Center and use the necessary services. Therefore, legal acts are constantly changing, the list of services performed in the MFC is expanding.

Service list

Today, the MFC provides services in such situations:

• the appearance of children;
• change of name;
• retirement process;
• housing construction;
• loss of documents;
• starting your own business;
• change of place of residence;
• loss of relatives;
• home purchase.

A full list of municipal services on the principle of "one window" can be found in the MFC itself. Total centers serve the population of 131 services. Of these, 36 federal, 43 municipal and 52 others.

Multifunctional center helps in the designRussian and foreign passports, in obtaining extracts from the cadastre, in accepting documents for marriage registration and divorce, for regular children's allowances, getting a hunter's ticket, for grants, for obtaining extracts from the archive, for children to register with preschool institutions.

Brand name and values

The government has commissioned to create a single brand for all the MFC in Russia.

In 2014, the MFC received a new name - “MyDocuments". New centers are created under this name, and existing ones go through a rebranding process. Rebranding is carried out with the slogan "For all occasions."

The values ​​of the MFC brand are:

• attentiveness to people and their life situations;
• friendly service;
• convenient service;
• comfort in interaction;
• close accommodation centers;
• availability of public services to any citizen.

The relationship between government agencies is governed by decrees and regulations.

According to statistics, as of January 2016, the percentage of the population covered by the MFC was more than 94%.

The algorithm of treatment in the MFC

How to interact with the multifunctional center?

Procedure:

1. Call and ask if applications are accepted for a specific service. The specialist center will advise what documents are needed.
2. The citizen calls the center for the application.
3. If it is necessary to pay state duty, it is paid in the terminal of the center.
4. The applicant is within the time limit for obtaining the result.

Ideally, a citizen should apply only twice - when submitting an application and for obtaining a result. This is how the principle of “one window” is implemented in the MFC.

Prospects

According to the law, the MFC is consideredfull participant in the relationship between any departments and agencies. This saves the citizen from having to go to many institutions for inquiries. The government is committed to ensuring that the “one-stop” system is implemented in all districts and regions of Russia.

The legal framework is constantly being improved, which allows us to expand the list of services performed.

In 2007, when launching a pilot projectvisitors still had to stand in line for paperwork, however, this was already a big step forward. Today, the practice of "one window" is rapidly spreading in the Russian regions. There are no longer the usual long queues. The applicant receives all the necessary services in one institution.

The Ministry of Economic Development draws up and approves schedules for which service centers operate.

Constantly open new MFC in all subjectsRussian Federation. To optimize their work, an information system has been created that helps control regional plans for the distribution of the network of “one-stop” centers. The system displays open points in each region of Russia, and every year they become more and more.