The Mayor of Kazan: “Residents' feedback is the main reference point for us”

84% of visitors to the Department of Architecture and Urban Development noticed positive changes in its work.

(KZN.RU, April 15, Alena Miroshnichenko). The Department of Architecture and Urban Planning of Kazan today provides 11 municipal services and performs 2 municipal functions demanded by the population. In total, 27443 requests for the provision of services were received by the Executive Committee unit over the past year. At the same time, according to the latest polls, 84% of visitors to the Department of Architecture and Urban Planning of Kazan noticed positive changes in the work of the unit. Irina Dyabilkina, the head of the department, reported about this today at the Business Monday.

According to the data of the electronic line, on average 4334 people turn to the management every month, 765 people register with specialists for a consultation. Document flow for 2018 amounted to 56055 calls. 47204 documents were received in the control reception area, 8851 documents through the electronic document management system, and 932 references through the system “People's Control”.

The most demanded municipal services that are provided by management specialists are coordination of information signs, an urban-planning of a land plot, assignment of an address, a certificate from the information system of urban-planning activities, coordination of engineering networks. “Since 2017, within the project office under the leadership of Radik Shafigullin (the deputy head of the Kazan Executive Committee – ed.), much attention has been paid to improving the quality of the services”, she marked. As a result of numerous experiments, it was decided to set the operating mode of the reception area from 9 am to 5 pm without a lunch break. Also, two working Saturdays per month were introduced for the population, when the largest number of visitors is observed. They are received on the basis of an electronic line, and terminals are installed in the waiting area.

According to I. Dyabilkina, special attention was paid to the department working directly with citizens. The equipment was replaced, which now allows scanning documents received from applicants and then considering them in electronic form. The department began to move away from receiving documents directly in the core departments and to be more careful in the selection and training of personnel.

“We systematically conduct surveys of the population. This gives us feedback and the opportunity to identify comments and suggestions for improvement. The most relevant for today is the wishes of citizens to reduce the time for the provision of municipal services and repair parking near the office building. We will start reorganizing the parking space in the near future”, said the speaker.

As part of the project office, the Department of Architecture and Urban Planning has reduced the time it takes to provide particularly important municipal services, which are indicators of the investment attractiveness of the city. Among them, the preparation of urban development plans of land, the assignment of an address to the object, the formation of a land plot for sale from the auction and the redistribution of land.

“To optimize the processes at the first stage, we worked together with experts in the field of lean manufacturing. The next step was work on process automation”, said I. Dyabilkina.

At present, the most mass service on the harmonization of the signboard's passport has been completely transferred to electronic form. Services for the assignment of addresses and issuance of an urban-planning of the land plot are partially automated.

“Our Department of Architecture and Urban Planning approaches its 80th anniversary in good shape. It is a close-knit team of like-minded people and high professionals. It is gratifying to see young people together with those specialists who still remember the construction times in the Soviet Union”, said Ilsur Metshin, the Mayor of Kazan.

The Mayor noted that it was impossible to obtain 100% approval in such a complex industry as architecture and urban planning. Therefore, the result was 84% of respondents who see positive changes. It is a fairly high mark. “We need to keep it safe and keep moving. Evaluation of our work through the eyes of Kazan residents should be systematic and be a guide for us”, said I. Metshin.