Business programme

The Client-Centric State

03 Jun , 11:00–12:15
Delivering on National Development Targets
Pavilion G, conference hall G7

The mission of government is to improve the quality of life of every individual. To achieve this task, the state and government must speak to people in a way that is comprehensible, convenient and comfortable, with an understanding of people’s values and needs, and taking into account best business practices. The government has recently announced the Client-Centric State initiative. The expert discussion on ‘The Client-Centric State’ will cover a number of issues related to the topic. What is client-centricity and what are the hallmarks of the client-centric state? What principles and values will form the basis of the client-centric state? What does business have to offer the state, and how quickly can state-level and municipal organizations be realigned towards client-centricity? What cultural changes will the principles of client-centricity require from an army of civil servants? How can government acquire a human face, and where will it find a new breed of managers? How will client-centricity impact public administration reforms? How have the pandemic and digitalization affected decision-making with regard to client-centricity?

Vladimir Soloviev, Managing Partner, Founder, EVERYCO

Herman Gref, Chief Executive Officer, Chairman of the Executive Board, Sberbank
Dmitriy Grigorenko, Deputy Prime Minister of the Russian Federation – Chief of the Government Staff
Daniil Egorov, Head, Federal Tax Service of Russia
Sergey Kirienko, First Deputy Chief of Staff of the Presidential Executive Office of the Russian Federation
Vladimir Mau, Rector, Russian Presidential Academy of National Economy and Public Administration (RANEPA)