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

It's not a secret that interaction with officials and processing of any documents is not a pleasant process, which is always difficult and troublesome. In order to free citizens from the need to obtain certificates in various state institutions, institutions operating on the principle of "one window" were formed.

The "one window" mode has long been used in other countries. For example, in Germany. There first, an administrative reform was carried out, during which the districts were enlarged. In each district, reception rooms were opened to address citizens, obtaining the necessary certificates and permits. The need to upset the thresholds of institutions was reduced to zero. Document circulation is carried out in electronic form, payment for services is performed through the bank.

A similar system was introduced in Russia. The beginning was laid in the Moscow region. The district administration "Beskudnikovo" began to develop a new scheme of work, using computer technologies, serving individuals and legal entities. A particularly popular service was the appeal of citizens on the requests for replanning living quarters.

Currently, such centers operate in virtually all Russian regions.

System Features

MFC are aimed at helping people to get various public services. What is the principle of "one window"? He assumes that the citizen will once apply to the institution with a statement, and after a while will get the result. At the same time, all the necessary work for him will be performed by MFC employees and other state structures.

Convenience is that any citizen when ordering a service does not need to directly visit the authorities, collect documents and contact officials. Such a system minimizes the moral, time, material costs of consumers of public services. For this reason, the MFC is becoming more popular.

System Benefits

The "one window" system, realized in the formed centers, is the result of the reform of the state administration. This is an innovation aimed at simplifying the lives of ordinary citizens and businessmen.

The work of the MFC is aimed at:

• Reduction in the duration of government services;
• Reduction in order;
• Increasing the satisfaction of citizens from communication with the governing bodies.

The centers simplify the procedures for issuing documents, combine the work of various departments, provide comfort to applicants while handling, reduce time and finance.

In the centers, the reception of documents is not handled by civil servants, but by front-office specialists who are engaged in requests for services from any department. The decision to provide the service is taken, as before, by the government agency. But the applicant does not contact the official, this is done for him by the office staff. The specialist contacts with officials at various levels, which significantly increases the applicant's comfort, and also prevents corruption.

Legislative framework

The implementation of the "one-stop-shop" principle and the interaction with the MFC of citizens and state bodies is regulated by law.

In 2010, the Federal Law regulating MFC activities was issued. In it are registered:

• Nuances of providing municipal services on the principle of "one window".
• List of services for which you can contact the institutions.
• Legal capacity and responsibility of the MFC.
• Obligations of other state structures to the MFC.

MFC can have any form of organization that must comply with the rules of legislation and implement the basic idea - the principle of "one window".

In 2012, issued a government decree, which fixes the requirements for the activities of the MFC, as well as to the material and technical equipment of the institution, to the information technologies used, to contact other government agencies. The number of windows, the area of the establishment, the zoning, the work schedule, and the location are determined.

The 2011 decision regulates the interaction of the MFC with the authorities, local government, non-budgetary funds and determines the list of issues in this activity, as well as the list of services provided by the MFC.

Activity guidelines

Centers working on the principle of "one window", perform such functions:

• They accept requests from citizens for the provision of public services;
• Represent the interests of citizens in various state bodies and structures;
• Reflect the interests of state bodies when communicating with applicants;
• Inform applicants of the procedure for providing services and advise on other issues related to public services;
• Contact with government agencies in matters of servicing citizens;
• Give out the necessary documents to the consumers as a result of the provision of services;
• Receive 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.

Realized idea

The idea of centers all over the country is that people ask for different documents at different periods of life. The most common situations are:

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

In these cases, it is very important to complete all the necessary documents as soon as possible and return to the fulfillment of the basic life tasks. The "one window" technology contributes to this.

MFC becomes a companion of human life, helping in different periods of life to receive documents as easily as possible and faster, eliminating possible difficulties.

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

Service list

To date, the MFC provides services in such situations:

• The appearance of children;
• Change of surname;
• The process of retirement;
• Construction of housing;
• Loss of documents;
• Starting your own business;
• Change of place of residence;
• Loss of relatives;
• Purchase of housing.

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

The multifunctional center helps in the preparation of Russian and foreign passports, in obtaining extracts from the cadastre, in receiving documents for marriage registration and divorce, for regular child benefits, obtaining a hunter's ticket, for allocating subsidies, getting an extract from the archive, Preschool institutions.

Brand name and values

The government commissioned the creation of a single brand for all MFCs in Russia.

In 2014, the MFC received a new name - "My Documents". New centers are created under this name, and the acting ones undergo the 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 location of centers;
• Availability of public services to any citizen.

The interrelation between state bodies is regulated by decrees and decisions.

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

The MFC reference algorithm

How to interact with a multifunctional center?

Procedure:

1. Call and ask if applications for a particular service are accepted. The specialist of the center will consult what documents are needed.
2. A citizen applies to the center for processing the application.
3. If it is necessary to pay the state duty, it is paid in the terminal of the center.
4. The applicant is on time to receive the result.

Ideally, a citizen should apply only two times - when submitting an application and for obtaining a result. This is how the "one window" principle is implemented in the MFC.

Prospects

According to the law, the MFC is considered to be a full participant in the relationship between any agencies and bodies. This saves the citizen from having to go to many institutions for information. The state seeks to ensure that the "one window" system is implemented in all districts and regions of Russia.

Legislative base is constantly being improved, which allows expanding the list of services.

In 2007, when the pilot project was launched, visitors still had to queue up documents, but this was already a big step forward. Today, the practice of the "one window" is rapidly spreading in the Russian regions. There are no longer the usual long lines. The applicant receives all the necessary services in one institution.

The Ministry of Economic Development compiles and approves the schedules for which the service centers operate.

New MFCs are constantly being opened in all constituent entities of the Russian Federation. To optimize their work, an information system has been created that helps to monitor 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.