:: International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies
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ISSN 2228-9860
eISSN 1906-9642
CODEN: ITJEA8
FEATURE PEER-REVIEWED ARTICLE
Vol.12(4) (2021) |
Improvement of the Quality and Availability of Public Services of Multifunctional Centers based on Lean Manufacturing
Mariya A. Gurina, Alexandr D. Moiseev (Public, Municipal Service and Management Department, Russian Academy of National Economy and Public Administration under the President of the Russian Federation, Lipetsk branch, International St., 3, Lipetsk, 398000, RUSSIA),
Yuliya V. Rumyantseva (Management Department, Lipetsk State Technical University Lipetsk, 398000, RUSSIA),
Anna S. Shurupova (Public, Municipal Service and Management Department, Russian Academy of National Economy and Public Administration under the President of the Russian Federation, Lipetsk branch, International St., 3, Lipetsk, 398000, RUSSIA).
Disciplinary: Public & Service Management, Technology Management.
doi: 10.14456/ITJEMAST.2021.76
Keywords: Lean manufacturing technology; Quality of public services; Efficiency improvement; Multifunctional center; Public service mangement; Public service improvement.
AbstractThe paper discusses methodological and practical approaches to the use of lean technologies in the work of state institutions. Reveals the principles of the mechanism for the provision of public services in multifunctional centers (MFC). The authors substantiate the need to use lean manufacturing to improve the quality of the provision of state and municipal services taking the MFC of the Lipetsk region as an example. Since 2019, a pilot project "Lean Region" has been launched in the Lipetsk region, aimed at optimizing the internal processes of organizations by minimizing losses through the introduction of lean technologies. Presents results of the experiment on mapping the current state of the services: payment of the state duty for the applicant and by the employee of MFC. Analysis of the process of providing state and municipal services in the Multifunctional Centers made it possible to identify various problems of the MFC's work related to the gaps between online and offline communication channels, the complexity and multiple visits for different services; with an outdated MFC monitoring system; the need for the technical optimization of the MFC service, etc. To solve the identified problems, a set of measures is proposed aimed at introducing a knowledge management system, an MFC monitoring system, modernizing the "one window" principle, and technical optimization of the MFC.Paper ID: 12A4M
Cite this article:
Gurina, M. A., Moiseev, A. D., Rumyantseva, Y. V., Shurupova, A. S. (2021). Improvement of the Quality and Availability of Public Services of Multifunctional Centers based on Lean Manufacturing. International Transaction Journal of Engineering, Management, & Applied Sciences & Technologies, 12(4), 12A4M, 1-11. http://doi.org/10.14456/ITJEMAST.2021.76
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