More transparent and efficient: Sergei Sobyanin told how digital technologies are changing social sphere

April 27
Social sector

A unified digital register, which contains key data on the entire country’s nation is to bring the quality of public services to a new level. Sergei Sobyanin said this at a joint discussion club session of the Higher School of Economics and Sberbank ‘Digital transformation: the state, cities and companies.’

“But one must understand, if we have no unified national digital register, there will be is no entity to integrate to biometrics, other services, or the social treasury. And then a rupture occurs, because everyone has their own register: this one has his own, that one has another register, and German Gref (Chairman of the executive board of Sberbank - comment by has his own. And somewhere they use a regional register. As soon as we implement a unified national register, then a person located somewhere, being, as German Gref said, a pivot center, thus by joining there, a completely different level of services may be achieved. This is a mighty tool for interdepartmental interaction, and liaising with commercial entities and state agencies. I am very glad that the Government of Russia has actively taken up this case,” said the Moscow Mayor.

Data bulk accumulated in the unified register needs to be structured and systematized. All this will provide for most reliable data to operate with. At this, a large focus should be set on security issues, underlined Sergei Sobyanin.

“There are risks of cyber-attacks and information leakage. These are real challenges to face with. There is a challenge - and you have to survive it and resist it. The more challenges there are, the more there should be counteraction, protection and so on,” said Mayor.

Best practices

The capital long since has made a choice in favor of implementing the best digital practices, which later on spread beyond the city. For example, the Moscow system of photo and video recording of traffic violations is already operating in the entire Central Federal District. Thanks to it, the number of car thefts in the city has decreased many-fold. “Every stolen car may now be traced in Moscow, and in the Moscow region, and further across Russia,” added Sergei Sobyanin.

Minister of Digital Development, Communications and Mass Media of the Russian Federation Maksut Shadayev noted that photo and video recording of traffic violations is one of the good examples of effective bringing in of digital technologies.

“It is a seamless automatic process intended not to replenish the budget, but to accustom people to polite driving and to reduce traffic fatalities. Same applies to environmental monitoring, which may be fast and efficient due to digitalization. As opposed to an inspector coming in a week and trying to establish the fact of harmful emissions, when it is already technologically unfeasible,” he said.

By new standards

The system of relations and values sharing between the state and the individual, according to the Moscow Mayor, is changing, because people and the authorities themselves are changing.

“To change the relationship between the state and the individual, the state itself must be transformed. An old paradigm endured over centuries, but nothing fundamentally changed,” said Sergei Sobyanin. He gave examples of both the Tsar ruling and the Soviet period when it was needed to go to officials personally in order to obtain public services.

“Over the past decade, literary a revolution has taken place largely due to digitalization, he added, and Multifunctional Center (MFC) is just the tip of an iceberg. And the iceberg itself is somewhere under, which is the interdepartmental electronic liaising of all officials in our country. But without this nor digitalization of the internal processes, even this would be impossible. And now we witness the state changing. And today we are competing, our ‘My Documents’ systems show the best examples of customer care at a level of major commercial banks.”

Due to enormous flow of information, a person also changes. “An opportunity to apply very quickly to different agencies, state bodies etc., to receive different services. Thus we begin to compete with each other in provision of services. This is a crucial thing,” added Moscow Mayor.

Sergei Sobyanin is confident that this system will gradually spread throughout the country.

“The Moscow bureaucracy used to be really rock-solid, the Mayor said, We came to Moscow from regions and we were taken aback by the way they talked to us, how they behaved. But today the Moscow bureaucracy, as you say, is becoming almost a pattern of effectiveness.”

The municipality plans to transfer up to 80 percent of services to an online mode.

“The first task was to achieve a customer-friendly type of service in MFCs, now the next task is to abolish all possible thresholds, which result in fussing around with paperwork. This year, we will transfer 30 percent of MFCs routines solely online. Because with two options in hand, they don't work. Online only - you are warmly welcome, please get your services. And a huge deal of rush. But this gives a room for other opportunities and services.”

Talking about the use of digital technologies in the education system, Sergei Sobyanin noted that any step in this direction must be justified.

“An attempt to put this issue into a rigid framework of digitalization may result in overall disappointment caused by overload and inefficiency. Therefore, the main focus is the content of education, comprehension of the processes that take place at school, and an attempt to accelerate these changes through digital transformation,” said Sergei Sobyanin.

Comprehensive approach

A similar approach should be used not only in education, but also in all spheres of life.

Digitalization, according to Sergei Sobyanin, is primarily based on current management model.

“There is a basis for management decisions that exist de facto. And if digitalization is applied to an outdated management model, then the model will become twice or even three times worthless. Not only are there problematic processes inside, but if we cover it with a shield of digitalization and electronic services from above, a failure is guaranteed,” added the Mayor of Moscow.

Maksut Shadayev also spoke about the importance of adjusting management processes. According to him, this is what will make it possible to effectively use digital technologies in the field of public services.

“We have money allocated by the state agency only in the context of qualitative changes. The first indicator, and probably the most important one, is improvement in the quality of service, and the level of satisfaction of our citizens. And not only in the domain of public services, but also from the point of view of any aspects of interaction. These are control and supervisory measures and public appeals. Everything is simple here. So what do we need? Quick responding, reduced terms of services delivery, and most of the services rendered online,” said Minister of Digital Development, Communications and Mass Media of the Russian Federation.


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