PUBLIC SERVICES
States and communities compete for people and businesses. The quality of public services affects productivity, and support in difficult times affects trust in the state. We design services based on the real needs of citizens - from algorithms to feedback systems. This allows us to combine efficiency, accessibility and quality.
Development of algorithms for providing public services
The standard defines the recipient of the service and the result, but does not contain an algorithm for its provision. The performers are forced to independently interpret the procedure, which leads to uneven quality of services. We develop algorithms: we describe the steps, roles and decisions of the performer. The result is predictable actions of the employee and a service that meets the needs of the recipient.
Creating a citizen support scenario
In difficult life situations, a vicious circle arises: the provider does not know the need and asks how to help, and the citizen cannot answer because he does not know what services are available. As a result, the state loses the opportunity to support veterans, IDPs and other groups in a timely manner. We design an algorithm of actions around life situations: needs, communication and sequence of support.
Designing modern services
The private sector sets the standard for convenience and predictability of services for the state. We help rethink public services through service design so that they meet citizens' expectations while remaining accessible offline for people with disabilities, the elderly, and other vulnerable groups.
Developing a community service vision
The demographic crisis is increasing competition among communities for residents and employers. We help identify target audiences, their needs and priorities, and develop key messages and communication channels. Based on this, we fill the economic development program with priority initiatives.
Systematic resolution of complaints and appeals
Processing appeals is the duty of the state, but without a systematic approach, they are repeated and overload the services. We analyze and categorize appeals, determine the root causes and the format of their resolution: system changes, digitalization or case management. This allows us to reduce the number of appeals and improve the quality of services.
Implementation of a service quality management system
Mostly citizens comment on the quality of services when something is not working. This creates a distorted perception of the service and demotivates the performers. We are building a system for collecting and using feedback: we proactively collect the experience of citizens and transfer the results to the performers. This helps to identify problems, note high-quality work and improve the quality of services.