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Photo: Maxim Denisov

To receive services, the Bureau is now possible in the most comfortable conditions, and the waiting time in the queue will be only five minutes.

Children’s play area, information boards, furniture, with USB, Wi-Fi, a sleek, contemporary design in white and blue tones. It looks like the updated office of the Moscow city Bureau of technical inventory (Mosgorbti) on the Transfiguration square. All operations here you can pay by card without a fee, and the workers are versatile professionals, so you never have to run from window to window, as it was before. Thanks to new principles of work, the office can accommodate up to 350 visitors per day and the average waiting time in the queue will be only five minutes.

Mosgorbti executes the orders of individuals and legal entities.

“Mosgorbti annually handles more than 49 thousand orders related techinventures, providing copies of the archival documents as well as cadastral and geodetic works. Until the end of the year will be upgraded three office Mosgorbti in the North-East, South-West, Troitsky and Novomoskovsky administrative areas,” — said the Deputy Mayor of Moscow in Government of Moscow on economic policy and property and land relations Vladimir Yefimov.

Muscovites go to the organization over the documents to agree alterations to the valuation of real estate and so on.

“In some cases, people often turn to us? For example, when talking about the assessment of the property or the legalization of redevelopment in the apartment. Or another example. You want to buy apartment in the secondary market, see her, and the feeling that the layout is non-standard. Get at us archival documents on this apartment, from which it is clear any changes in the plan”, — says Director General of Mosgorbti Vladimir Panin.

Space planning the new office sought to create the most comfortable environment. In the center six Windows for natural persons and six meeting legal. Due to the fact that the employees of universal, because of the large influx of visitors electronic switches turn some of them into legal entities.

The new centre has a separate room for customer service electronic orders that come from the portal of public services. Experts Mosgorbti process these applications during the day.

Low expectations: a modernized office Mosgorbti

As told Vladimir Panin, a few years ago it was different. Customers had to fill out paper forms, going from window to window because the different phases of the order were engaged in different personnel. And to pay and had to go to the Bank. Today the service can be paid on the spot card or smartphone to check and order form.

“In the new office, and then in the rest of the units Mosgorbti all services can be paid by credit card or using the phone directly when ordering. All of the receive window is equipped with special terminals for merchant acquiring, enabling the customers will not have to pay Bankova Commission and wait for a few days of receipt of payment,” — said Minister of Moscow Government, head of city property Department, Maxim Gaman.

To achieve high standards of service, the organization trains its specialists under the program of customer focus. Staff are constantly improving their qualification, attending various trainings, workshops and webinars. The main qualities — kindness, compassion and high level of professionalism.

Natalya Vasilyeva, II category specialist of the Department receiving orders, came in the structure of the BTI in 2007. “I love working with people. Constant communication to me is not difficult, but rather interesting. The new centre has become even more enjoyable and comfortable. It is important that we communicate with our customers, not through the window, and directly. This greatly simplifies the process of communication,” she said.

It happens that the client doesn’t understand what kind of service he needs. The task of the employee to help to understand. Find out what is needed document and execute the necessary service.

“Sometimes people just say that we needed a document BTI, he comes to us, but what he does not know. A lot depends on it. If you just want a backup one, if the desired measurement output of the designer or of the cadastral engineer is a completely different story”, — says Vladimir Panin.

A huge amount of work Mosgorbti — archives. “Mosgorbti is the oldest organization that leads the technical accounting projects in the city. She appeared in 1927. We are keepers of the archives of the city on buildings, we have 517 thousand archival files. This documentation is constantly updated, because the buildings gradually change their layout and features. Our task is not only to preserve all this heritage, but also to digitize and index,” says Vladimir Panin.

Today an organization with almost 100 years of history strives to use modern technology and keep pace with the times.

EDITOR’S NOTE: This article is a translation. Apologies should the grammar and or sentence structure will not be perfect.

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