SPIEF 2021 Session to Address Customer-Centric Public Governance

SPIEF 2021 Session to Address Customer-Centric Public Governance

The session ‘Customer-Centric Public Governance’ will be held as part of the ‘Delivering on National Development Targets’ track of the St. Petersburg International Economic Forum (SPIEF) business programme.

The expert discussion, which is devoted to issues concerning the transformation of public governance, will be attended by First Deputy Chief of Staff of the Russian Presidential Administration Sergey Kiriyenko, Russian Deputy Prime Minister and Chief of Staff of the Russian Government Dmitry Grigorenko, President and Chairman of the Board of Sberbank Herman Gref, and Rector of the Russian Presidential Academy of National Economy and Public Administration (RANEPA) Vladimir Mau. The meeting was moderated by Everyco Managing Director Vladimir Solovyov.

Russia’s 2030 Socioeconomic Development Strategy, which was approved in April 2020, specifies customer-centricism as one of its five key areas. The government is paying ever-closer attention to the needs of the people and society as a whole, and is employing experience in customer service when taking decisions. At the same time, it is endeavouring to keep pace with business. Customer-centricism is still a relatively unfamiliar-sounding concept in Russia, and many people are unaware that according to experts, it could hold the secret to improving all areas of life, particularly with regard to public governance.

“The use of a client-centric approach enables the government to interact with citizens and businesses based on their needs in a convenient and rapid manner, taking into account special individual aspects. It is also important for civil servants to see internal customers in their colleagues. This makes it possible for a client to be a single result-oriented team even in cases involving interdepartmental interaction. A brand-new level of maturity can be achieved within state bodies due to the personal involvement of managers, the creation of a service culture and a platform approach, constant work with feedback, and the adherence of civil servants to the principles and values ​​of client-centricism,” Mau said.

The expert discussion will address several issues related to the prospects for redirecting public administration from achieving formal results to solving the real problems of specific people, taking into account the experience of the business community.

Details about preparations for SPIEF 2021 can be found on the Roscongress Foundation’s telegram channel

Official website of the Roscongress Foundation’s photo bank

Read also