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We supported the government of one of Russia’s regions in optimizing business processes to provide public services to SMEs

Industry practice Public Sector & Government
Type of client Government Body
Study topic Optimization of Business Processes to Provide Public Services to SMEs
Client situation:  Our client, a regional government body, was seeking professional advice on how to improve the quality of public services for small and medium-sized enterprises. MCG was hired to identify and analyze best practice and to develop a set of roadmaps to implement best practice adapted to the client’s region.
How MCG helped:  At the first stage of the project the MCG team carried out research on best Russian and international practice using several tools, including:
• Personal expert interviews in each field of study
• Comprehensive desk-top research
• Mystery shopping in selected countries and regions.
At the second stage of the project we carried out an in-depth analysis of the business processes to provide public services currently applied by the local authorities. This analysis revealed that the majority of services were provided inefficiently, taking several times longer and costing several times more than in leading countries.

Project results: At the final stage of the project the MCG team provided a detailed review of best practice and a set of recommendations on how to integrate best practice into the current business processes in the region. As a result, the MCG team developed individual roadmaps for each of the responsible bodies (over 10 state institutions), which were approved by the client’s committee and executives.
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