Ilsur Metshin visited the express office for providing state services in the administration of the Kirovsky and Moskovsky districts

Three years ago, the administration took the first step in changing the approach of working with the citizens. At that time, the reception was established in the building – a kind of hospitality zone where citizens could consult an expert, ask questions, make an appointment with a specialist, the head of the administration of the Kirovsky and Moskovsky districts Sergei Mironov reminded the Mayor. “This allowed us to separate the flow of people, reduce the queue. Citizens began to receive information about services in time - he said. – But still, citizens had to visit other offices, to go up to the second, third, fourth floors. Today, they don't have to do it”. As explained by S.Mironov, the provision of services was made as convenient as possible for citizens and set up a united express office where citizens can receive a range of administrative, municipal and social services.

“We have redesigned the area, organized four zones for acceptance and issuance of documents – the head of the administration said. - Citizens come to us, get electronic ticket, while there is a comfortable waiting room for them. When the turn comes, they get an appointment with a specialist and can quickly resolve their issue”.

To make it easier for citizens to navigate, special checklists were developed with a list of necessary documents for obtaining a particular service.

The Mayor asked how effective the work of the new office is and how it is evaluated by the citizens. According to S. Mironov, constant monitoring and control of feedback from visitors allows to work on improving the provision of services. And all employees who accept documents for providing services have been trained additionally – they must all be sociable, attentive to people, be stress-resistant and loyal to visitors.

An integrated approach significantly simplifies the process of providing state and municipal services and requires high professionalism from employees, I.Metshin noted. “The introduction of new approaches, the implementation of innovative projects in this field allows not just to reduce, but to exclude endless visiting of offices. This saves time for citizens, allows them timely and without problems to solve their issues”, - the Mayor said.

The head of the city reminded that large-scale work is underway in Kazan to optimize services and switch them into digital. So, since the beginning of this year, 47 municipal services are available to citizens in digital format – this is 78% of all applications for services to the city Executive Committee.

I.Metshin highly appreciated the express office and noted that such experience should be developed and extended to other municipal organizations.