MIL-OSI Russia: A single resource, reminders and a user-friendly interface: how the video consultation service with department specialists has been updated


MIL OSI Translation. Region: Russian Federation –

17 November 2021, 09:02

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You can choose a convenient date and time for an online appointment and outline the topic of the upcoming conversation in advance, as well as talk with a specialist from a Moscow department or a public service center in person – all this can be done on the portal.

In the capital, the service of video consultations with specialists from centers of public services and city departments has been improved. The entire process of receiving the service – from making an appointment to holding a meeting – is now available on the portal. The service was also supplemented with new useful functions, she said Natalia Sergunina, Deputy Mayor of Moscow.

Before it was possible to make an appointment in the service “Appointment to the center of public services and OIV”. Then users were sent links to other Internet resources where they could join the conversation. Now created a special page – “Appointment and personal appointment in online format”, and videoconferences are held on

“The service helps city dwellers save time. To get an individual consultation, you do not have to come to a specialized institution. Now this option has become even more convenient: you can choose a date and time, make an appointment and talk to a specialist on one site – the portal in the capital, ”said Natalya Sergunina.

Two more new functions have been introduced into the service. So, 24 hours before the appointed time, will remind you of the upcoming meeting. The notification will be automatically sent to your personal account and by e-mail. It will also include a link to the videoconference. In addition, during the online consultation, it is possible to send the relevant employee documents related to the topic of discussion. To do this, you just need to scan or photograph the papers in advance, and then upload them to the service right during the video conference.

To sign up for a consultation, go to the section “Services” on the portal and open a category “The documents”… Next, you need to click on “Personal documents”and find in the opened service catalog “Appointment and personal appointment in online format”.

In total, two formats of online meetings are available: a consultation with a specialist of the institution, where you can learn about the provision of public services in Moscow, and a personal reception with the head of the department or his authorized representative.

After the user has decided on the format, he will need to fill out an electronic form. First, you should select the department and topic from the list, then – a convenient date and time. In the application, you must indicate your last name, first name, patronymic, date of birth and contact information. If this information is already in your personal account, the form will be filled in automatically. It is also necessary to state the question of interest – this will help the employee of the institution to prepare more thoroughly for the reception. The system will offer to attach documents on the topic. The maximum number of additional files is 10.

An entrepreneur, when applying for an online appointment, needs to clarify the details of the company (its name, TIN, OGRN and contacts). If the information is already available in your personal account, it will be transferred to the online form. If necessary, users can cancel the appointment.

The videoconferencing platform was developed by specialists from the city’s IT Department. It is based on an open source solution. Such software allows you to use the world’s best solutions, adapting them for a specific task and supplementing them with new functions. This approach has been used for several years in the development of an urban digital ecosystem; this is a global trend.

The opportunity to consult with specialists from the centers of public services “My Documents” and metropolitan departments appeared in 2020. At the reception, Muscovites can ask any question about the provision of public services and get background information. For example, during a conversation with an employee of the City Property Department, you can learn how to rent non-residential premises, register for housing and conclude a social tenancy agreement, and specialists from public service centers will tell you how to register real estate, issue a parking permit and privatize housing.

Today, users of the portal can sign up for the My Documents public service centers and seven departments in the capital: the Department of Culture, the Department of City Property, the Department of Urban Planning Policy, the Department of Construction (so far they only advise on services for business), the Department of Nature Management and Environmental Protection , The Department of Labor and Social Protection, as well as the Specialized State Inspectorate for Supervision of the Technical Condition of Self-Propelled Vehicles and Other Types of Equipment of the Association of Administrative and Technical Inspections. In the future, the list of authorities and organizations that have joined the video conferencing service will expand.

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

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