MIL-OSI Russian Federation: Customer care and an individual approach: how the training center of “My Documents” works

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MIL OSI Translation. Region: Russian Federation –

Trainers tell employees how to find an individual approach to each client, prevent conflict situations and work with people with limited mobility.

A unique program and about 50 thousand students: the training center of the My Documents offices has been training specialists for four years. He works daily from 08:00 to 20:00, and classes are conducted by 14 professional coaches. Teachers have developed over 60 full-time courses and over 110 distance courses.

The program includes two main blocks: training in the provision of services and friendly service. New employees get acquainted with the principles of work and the Moscow standard of public services, learn the basics of customer-oriented service. Specialists regularly undergo training on leadership and mentoring, as well as on conflict and stress management. They are also taught to work with people with limited mobility.

“Highly qualified employees work in the centers of public services, finding an individual approach to each resident and ready to help them. This is exactly what is included in the duties of the team at the training center – to train the staff in such a way that “My Documents” will not only justify the expectations of Muscovites, but also anticipate them. To date, about 50 thousand students have already been trained in our center, ”said Alexandra Lokshtanova, head of the training center.

In December 2018, the training center opened a branch in the State Services Palace at the Exhibition of Economic Achievements.

An important step in the development of the My Documents centers was the launch of the project. “Sincere service”. Experts are taught to look at the situation from the perspective of the client, to do more than is necessary according to the instructions – from a sincere smile to genuine attention and care. After the opening of the training center of public services centers, the number of positive comments on employees has increased significantly. To date, 97 percent of visitors are satisfied with the work of the My Documents offices.

Today in Moscow 130 centers “My Documents”. They employ about eight thousand people who daily help 70 thousand citizens. Here, more than 180 services are provided and over 200 types of documents are issued to 16 city and nine federal authorities – in the areas of property rights registration, migration and tax accounting, social and housing policies, registration of the civil legal status of applicants.

98 percent of services are provided on an extraterritorial basis. Convenient and work schedule: from 08:00 to 20:00 in conventional centers and from 10:00 to 22:00 in the flagship offices and in the Palace of public services at ENEA.

EDITOR’S NOTE: This article is a translation. Apologies should not be perfect.

MIL OSI Russian Federation

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