A municipal body cannot contact the MFC. Multifunctional center: we work for citizens
City authorities intend to unite multifunctional centers into a single network
By 2014, the capital's multifunctional centers (MFCs) for the provision of public services will begin to serve all Muscovites, regardless of their place of registration. Anastasia Rakova, chief of staff of the mayor and government of Moscow, told Izvestia about this. According to her, this will make the process of obtaining government services more convenient and tailored to the real needs of residents. Experts expressed concern that this would lead to overload of MFCs in areas where offices are concentrated, while institutions on the outskirts would remain idle.
As Rakova explained, there are now more than 20 MFCs operating in the city; by January 2013, their number is expected to increase to 56, covering almost 50% of the capital’s territory.
“In a year and a half, multifunctional centers will appear in every district of Moscow, including in the annexed territories,” she noted.
By the end of 2013, the capital authorities intend to unite the MFC into unified system so that Muscovites can receive services not only at their place of registration, but also in any area.
“This could be a center near work or a kindergarten,” Rakova gave an example. She clarified that now about 200 types of documents can be obtained from the MFC, which covers 80-90% of the population’s needs.
— Now it’s a little more than 40 points. Combining Moscow and federal efforts will significantly increase the number of document collection points and, as a result, reduce queues and paperwork deadlines, said the head of the apparatus of the mayor and government of Moscow.According to Rakova, MFCs will constantly develop.
“We will calculate what services are needed in typical situations and place the appropriate specialists nearby. Let’s say a child is born, a person needs to fill out a package of documents, including a child’s international passport,” she said.
Experts called the merger of centers expedient. According to the legal adviser of the Institute of Urban Economics Foundation, Dmitry Gordeev, up to 10% of Muscovites do not live at their place of registration.
— There is a large proportion of those who rent housing; there are also citizens who have a second apartment, for example, received as an inheritance. No one may live there, but some operations with housing, which is sometimes located at the other end of Moscow, still need to be carried out,” the expert noted.
According to Gordeev, after the merger of the MFC, the load on centers located in the Central Administrative District may increase significantly.
— At least 40% of the capital’s jobs are concentrated in this district. For most workers, it will be more convenient not to take time off from work, but to do everything near the office,- he said. The expert noted that the city may need to increase the number of MFCs in areas that are most popular among recipients of government services.
Alexey Raevsky, CEO of the information leak protection company Zecurion, suggested that the work of merging the MFC would be “difficult and costly.” According to him, most documents have now been converted into electronic form, but “the circulation between different districts and departments is still poorly organized, information is used mainly locally.”
“When I applied for a foreign passport, I saw how my printed application, sent through the government services website, was scanned and then converted into electronic form,” Raevsky gave an example.
According to the expert, database integration will require highly qualified specialists, large computing power, information storage facilities and special software. The system will need greater fault tolerance, the ability to withstand heavy loads and a high degree of protection of confidential data. However, according to Raevsky, the principle is already known and worked out: specialists will have to do not complicated, but dreary and voluminous work.
Let us recall that according to the state program “Open Government” for 2012-2016, 17.6 billion rubles will be spent on the creation and development of the MFC in Moscow over five years.
N Our newspaper has already reported on the opening of a department of a multifunctional center in Podosinovets public services. It's time to take a closer look at his activities. Its director, A.V. Mityukov, spoke about the goals, objectives and functions of the institution in an interview.
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- Alexander Vitalievich, what is your center, what are the main goals of its activities?
Our multifunctional center is an organization that provides state and municipal services on a one-stop-shop basis. Since 2014, she has been working under the “My Documents” brand. My Documents centers aim to create maximum comfort for applicants when receiving government and municipal services. The territorial department in Podosinovets was opened on December 30, 2015, located on the street. Testova, 10. It is a structural unit of KOGAU "Multifunctional Center", subordinate to the regional government. It has created quite comfortable conditions for both applicants and employees. All My Documents centers are characterized by uniform style finishing of premises, ensuring maximum accessibility of all categories of citizens, including those with disabilities. There is a system in the waiting room electronic recording at the reception, which allows you to choose convenient time For maintenance, two computers are installed with access to the government services website. Applicants are accepted from Monday to Thursday from 8.00 to 18.00, on Friday from 10.00 to 18.00 and on Saturday from 8.00 to 13.00 without a lunch break. Experts' workstations are equipped with all necessary office equipment and information materials. Delivery of documents to authorities, including the city of Kirov, is carried out by center employees.
- What services does the center provide to citizens and organizations?
Since opening, we have been able to provide 50 types of services from federal authorities such as Rosreestr, migration service, Pension fund, tax service, Ministry of Internal Affairs, Rospotrebnadzor, social insurance fund. I think there is no need to list all the services (they can be found on our website), but I will name the most popular ones. This is registration of real estate, registration of citizens as individual entrepreneurs, registration of legal entities, making changes to the constituent documents of individual entrepreneurs and legal entities, registration of citizens at the place of residence, obtaining and exchanging passports, processing documents for the issuance of a state certificate for maternity capital, disposing of maternity capital funds (family) capital, registration of a lump sum payment from maternity capital, applications for choosing an organization to receive a pension, registration of SNILS, obtaining certificates of no criminal record. And from February 1, we are authorized by the administration of the Podosinovsky district and the administration of the Podosinovsky urban settlement to provide a number of municipal services.
- What is the advantage of contacting the MFC department, and not directly to the relevant state and municipal authorities?
I think the advantage is that in our department you can submit applications for several services at once, and to different government bodies. For example, when purchasing real estate, a citizen registers ownership of the purchased property, but wishes to register at a new place of residence. He can perform these operations in our center, without wasting time on visiting Rosreestr and the migration service. Another example: when you receive a foreign passport, there is no need to go to the migration service in Kirov to submit documents. Registration of a legal entity or individual entrepreneur with the simultaneous choice of a taxation system (or termination of activity) is also carried out in our office. It seems to me that the benefits are obvious.
- What is the “one window” principle? How is it implemented?
As I already said, our citizen can receive several government services at once without visiting various structures that may be located in different parts of the settlement or municipality. This principle provides for the provision of state or municipal services after a single request from the applicant. Then interaction with the relevant authorities is carried out by the multifunctional center without the participation of the applicant. A citizen should know that for any service provided by government authorities, he can come to the “My Documents” center and be sure that they will help him here.
- Is it possible to receive MFC services remotely using electronic services?
- Yes, for this there is a portal for the provision of public services “gosuslugi.ru”. But first you need to register in the “My Documents” office. On the resource you can see a list of services provided in electronic form, list necessary documents to receive one or another service. For example, you need to replace your driver's license due to its expiration. To do this you need to go to personal account, fill out the appropriate application and send it to the specified email address. Within one or two days, your personal account will receive an invitation to visit the traffic police at a certain time, where you will need to provide the necessary package of documents. Then you will receive an invitation to receive a completed certificate. All that remains is to receive it.
- Is there a queue at the department, and how long does it take on average to apply for a public service?
We don't have any queues. The applicant's service time depends on the type of services requested, usually within 15 minutes (up to 30 minutes when accepting an application for registration of real estate with shared ownership). The wait is minimal.
- Which additional services Can the “My Documents” center provide residents of the area?
In addition to state and municipal services, we can provide paid services to the population, such as drawing up sales and purchase agreements, donating real estate, movable property (vehicles), photocopying, scanning documents, typing in Word format, sending documents by email to the customer's address and others. In addition, in the near future, after equipping the classroom with office equipment, we will have the opportunity to train computer literacy everyone over 45 years old. The training will be provided free of charge, by volunteers and center staff.
I will also say that since mid-March our specialist has been receiving appointments at the administration of the village of Pinyug (on Wednesdays) and at the administration of the village of Demyanovo (from Monday to Wednesday).
What is the MFC for?
As is known to government authorities and local government provide the population and organizations with a wide range of state and municipal services. These include, for example, issuing a citizen’s passport Russian Federation, state registration real estate, registration of individual entrepreneurship, provision of land, registration of pensions, various social benefits, etc.
Usually, an applicant who needs a service from the state comes to the government authority he needs and writes an application to provide him with this service. The problem here is that with all the variety of institutions, a person himself must navigate which structure to contact, where it is located and what documents need to be submitted. Often, recipients of services have to travel from one organization to another, losing a lot of effort, time and nerves.
Everything is decided by the MFC - a multifunctional center for the provision of state and municipal services: now services are provided through a one-time application to one institution, i.e. according to the “one window” principle.
The applicant simply comes to the center and orders a service, or receives information about the documents required for it. In addition, at the center you can get advice on a particular issue, either verbally or by calling the call center (2-19-10).
How does the MFC differ from government agencies?
The MFC is not a government agency. This is a Russian organization authorized to provide state and municipal services, including in electronic form, on the “one window” principle. In the Nenets Autonomous Okrug, the MFC is formed in the form of a state institution (the MFC can also be in the form of a municipal institution).
Particular attention is paid to customer comfort. The organization of the center’s work follows business logic that has been tested in commercial structures. An electronic queue has been organized; the estimated service time should be no more than 15 minutes per visitor. Electronic counters with access to federal and regional government service portals have been installed. It is possible to pay for services using bank terminals. Administrators work in the reception halls to assist citizens.
The MFC has established operating hours that are convenient for visitors - services can be accessed both in the evening and on weekends.
Who took the initiative to create an MFC in the district?
Multifunctional centers are created in accordance with the requirements of federal legislation. The development of the MFC network is carried out under the auspices of the Ministry of Economic Development of Russia with the direct participation of the constituent entities of the Russian Federation. The MFC is the implementation in practice of one of the “May” Decrees of the President of the Russian Federation (No. 601 of 05/07/2012 “On the main directions for improving the public administration system”).
The main goals of the creation of the MFC are to increase the accessibility of state and municipal services, the possibility of obtaining services at the place of residence, eliminating the market for intermediary services, reducing the time for providing services and, of course, eliminating corruption, since when services are provided through the MFC, recipients of services and authorities directly do not interact.
There is an opinion that the MFC is just an intermediary organization between applicants and authorities, and therefore the period for providing services when contacting the MFC is longer than when applying directly to the authorities?
The opinion is erroneous, since the MFC has created all the conditions for “expedited” processing of documents - this is a special software and the use of an interdepartmental electronic interaction system.
The entire package of documents received from the applicant is sent to the appropriate authority or local government within 1-2 business days (depending on the interaction agreement). Documents are delivered in an accelerated manner: via electronic document management or by courier.
Will the MFC replace the authorities?
The presence of an MFC does not exclude the possibility for applicants to apply for services directly to the authorities - this is the right of the applicant. The difference is that the MFC has created conditions for the convenience and comfort of applicants. The operating mode of the MFC is more convenient. IN lately For individual institutions and authorities interacting with the MFC, there is a tendency to reduce the working time allocated for receiving visitors and reorient their flow to the MFC.
How many MFCs are there in the district?
As part of the development of the MFC network in the Nenets Autonomous Okrug, an office in the city began operating in 2013. Naryan-Mar - 5 windows. In 2014, an office was opened in the village. Seekers, these are 5 more windows, and 10 remote workplaces of the MFC in rural settlements of the district (administrative centers: Velikovisochnoye, Oksino, Telviska, Krasnoye, Nelmin-Nos, Nizhnyaya Pesha, Kharuta, Oma, Nes, Amderma). In total, 31 universal specialists work with visitors at the MFC, of which 14 are in Naryan-Mar, 7 in Iskateley and 10 in rural areas.
Before the full deployment of the MFC network in 2015, 8 more MFC offices will be opened in the settlements of the district: Indiga, Khorei-Ver, Ust-Kara, Andeg, Karatayka, Kotkino, Bugrino, Shoina.
What can you get at the MFC?
State and municipal services are provided at the MFC on the basis of interaction agreements concluded with authorities and local governments. Now there are 21 agreements, 10 of which are concluded with federal authorities. In total, the MFC provides consumers with 205 state and municipal services based on the “one window” principle, including 53 federal, 133 regional and 19 municipal services.
Naturally, citizens and organizations would like to be able to receive all existing services in a multifunctional center. In the future, the list of MFC services will expand. Some work is being done in this direction.
Both individuals and legal entities. But this applies only to those state and municipal services that the MFC has the right to provide. Their list is given on our website website.
For what questions or services do they most often turn to the MFC?
The most popular social protection services are the assignment of various payments from the district budget, state registration of real estate, provision of extracts from the Unified state register rights to real estate and transactions with it (USRE), registration of a passport of a citizen of the Russian Federation, allocation of land plots, registration of individual entrepreneurs.
How much do MFC services cost?
Services at the MFC are provided free of charge. The exception is services for which federal legislation establishes a state duty or fee. There are few of these - this is state registration of real estate, provision of information from the state real estate cadastre, provision of information from the Unified State Register and other unified state registers, obtaining or replacing a passport of a citizen of the Russian Federation and a foreign passport.
If a person applies to the MFC to receive a service, where can he get its results?
The applicant can receive the result for a state (municipal service) both at the MFC and at a government or local government agency. An exception is made for specific services, for example, obtaining a passport of a citizen of the Russian Federation is carried out only at the local branch of the Federal Migration Service, and various social payments are transferred to the accounts of applicants.
Is it possible to issue universal electronic cards (UEC) at the MFC?
The MFC actually accepts applications for the issuance of UEC. The situation regarding the issuance of cards is quite complicated. This is a topic for another discussion. In March 2015, the MFC was designated as the authorized organization to ensure the issuance, issuance and maintenance of UEC. Preparatory activities are currently underway to launch the process of issuing universal electronic cards.
Do you have any complaints about the work of the institution?
Recently, visitors to the MFC have had questions about the timing of receiving results from the services of Rosreestr, the Federal Tax Service and other departments interacting with the MFC. Federal legislation and cooperation agreements provide for certain deadlines for the transfer of documents. So, for example, from Rosreestr documents on the results of services are transferred to the MFC within two working days, so you should not come for them earlier than the deadline, and even more so, demand the issuance of documents that have not yet been received; it is enough to clarify by phone the information about their receipt. In addition, receipts for accepting documents from applicants indicate the deadline for receiving the results of services if they are received by the MFC.
What new will MFC offer its clients in 2015?
Just a year ago, the MFC offered clients 60 state and municipal services. Now their number has more than tripled.
This year, our visitors are offered a number of new services that will undoubtedly be in demand and extremely popular. Let's name just a few of them:
These are, first of all, services Pension Fund:
Providing compensation for the cost of travel to a vacation spot on the territory of the Russian Federation and back to pensioners who are recipients of old-age and disability pensions and living in the Far North and equivalent areas.
Issuance of certificates to citizens regarding the amount of pensions (other payments).
Acceptance of applications for the establishment of insurance pensions and state pensions.
Accepting applications for pension delivery.
Services Federal Tax Service: nprovision of information contained in the register of disqualified persons to the Unified State Register of Legal Entities, the Unified State Register of Legal Entities and the Unified State Register of Individual Entrepreneurs(of course, information is provided to the extent established by law - information that constitutes a tax secret, etc. is not provided)
By Ministry of Internal Affairs: issuing certificates of the presence (absence) of a criminal record and (or) the fact of criminal prosecution or termination of criminal prosecution.
This is the second year of operation of the MFC in our district, what are the prospects for the multifunctional center?
For the entire 2014, 8.5 thousand visitors turned to the MFC in our region, i.e. every fifth resident of the district, over the past period of 2015 - about 6 thousand, which indicates the popularity of the MFC. Perhaps in the future it will be impossible to imagine public life without the MFC, just as it is now impossible to imagine it without television, the Internet and mobile communications.
A new brand is being introduced into the MFC - a unified corporate identity “My Documents”. The MFC office in the village was put into operation in December 2014. Searchers for the interior, furniture, equipment and other parameters are decorated in a new style. Previously open office in the mountains It is planned to bring Naryan-Mar and offices in rural settlements of the district to a single corporate identity during the transition period - until the end of 2015.
Work is underway to automate the document processing process.
By the end of 2015, the MFC network will cover all municipalities of the district. In any office of the multifunctional center “My Documents” - this is the new name of our organization, it will be possible to receive the full range of services provided on the “one window” principle on the basis of the MFC.
Welcome to MFC!