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Employment centers in Russia are going to be evaluated by the customer-centricity index.


Such a rating will improve not only employment indicators, but also the quality of service provided by the centers. Deputy Minister of Labor and Social Protection Elena Mukhtiyarova told about this at the All-Russian Week of Labor Protection.

"It is important to us that a citizen who applied to the employment center not only was promptly employed, but was also satisfied with the quality of assistance - the way services were provided to him. It is the "voice of the client" that dictates to us the changes that should occur in the employment centers in the near future."

For this purpose, a new tool for monitoring the work of employment centers has been developed and has already begun to be implemented this year - the index of client-centricity of employment centers.

Mukhtiyarova added that "the industry has become a pioneer in the introduction of such tools in the provision of public services and services."

As explained in the press service of the Ministry of Labor, the effectiveness of employment centers will be evaluated by 20 indicators consisting of 5 groups of customer expectations: friendliness and partnership, usefulness, minimization of effort, targeting, external comfort and convenience. The indicators were developed on the basis of a study by the ROMIR holding company conducted among more than 3 thousand citizens, regardless of whether they applied to the employment center.

The formation of the index of client-centricity of employment centers has already passed pilot testing in 13 regions: Lipetsk, Bryansk, Vladimir, Nizhny Novgorod, Orenburg, Pskov, Tambov, Chelyabinsk, Tyumen, Yaroslavl regions, Primorsky and Krasnoyarsk Territories, Yamalo-Nenets Autonomous Okrug.

Read more interesting news in our Telegram channelAuthor: Olga Paramonova

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