Reengineering of business processes for management reporting in the structural divisions of a multifunctional center

Abstract

The mechanism for providing state and municipal services should be aimed at the optimal choice of management methods used at each stage of service delivery. Methodological developments for the functioning of this mechanism primarily contribute to the development of the most optimal procedures for evaluating the quality of service delivery. The main idea behind multifunctional centers for providing state and municipal services in Russia is the provision of these services based on the “one-stop-shop” principle, allowing citizens to receive necessary services at one time and in one place. To achieve this principle, it is important not only to optimize the mechanisms for providing state and municipal services in interaction with government bodies but also to organize the work within the institution. At the regional level, the management system for multifunctional centers is decentralized. For the purpose of optimization and the implementation of a unified approach to service delivery, external processes are overseen by the state treasury institution of the region, while the optimization of internal processes entirely depends on their organization within the institution itself. Therefore, it is necessary to organize digital document management and the reporting system of multifunctional centers at the departmental level to ensure the provision of state and municipal services to the population. This article describes the processes of reengineering the reporting system of a multifunctional center based on digitalization, characterizes the conditions and technology of its implementation, and examines the risks associated with implementing an effective reporting system that facilitates the quality and timely provision of state and municipal services to the population.