Lean manufacturing technologies in the work of multifunctional centers as a tool for improving the quality of public services: the Lipetsk region experience

The work examines the experience of using lean technologies in the work of multifunctional centers in the Lipetsk region. The authors substantiated the need to use lean production in order to improve the quality of state and municipal services. Russia had now developed the necessary legal and regulatory framework, which provided the basis for improving public administration and guaranteeing the quality of services. The article summarizes the results of activities created to implement the policy of the state institutions, which were called multifunctional centers (MFCs) on the example of the Lipetsk region. Since 2019, a pilot project “Lean Region”, aimed at optimizing the internal processes of organizations by minimizing losses through the introduction of lean technologies, was launched in the Lipetsk Region,. In the framework of this event, the implementation of a project aimed at reducing queues, creating comfortable conditions for both applicant and staff to stay in the MFC was launched at the site of the Lipetsk Central Department of the UMFC Lipetsk Region. One of the difficult issues to solve the problem of improving the quality of service is the testing of methods for evaluating the services provided, receiving feedback and implementing measures to improve Various lean production tools, including mapping, have been proposed to improve the delivery of State and municipal services. The analysis of the process of providing state and municipal services in Multifunctional Centers revealed various problems of the MFC's work related to the gaps between online and offline interaction channels, the complexity and multiplicity of visits for different services; with obsolete MFC monitoring system; technical optimization of MFC service, etc., is required. To solve these problems, a set of measures aimed at introducing a knowledge management system, an MFC monitoring system and a technical optimization of the MFC service is proposed.