The Government Analytical Center has presented a fresh client-centricity index of agencies. For those accustomed to product metrics, this looks like a global audit of NPS (satisfaction) and Churn Rate (percentage of those who abandoned a draft) on a national scale.
The average index across the board is 74%.

Client-centricity index is a comprehensive indicator reflecting the degree of a company's focus on customer needs. It is calculated not by a single formula but through the integration of key metrics: NPS (loyalty), CSAT (satisfaction), CES (customer effort), as well as through internal process evaluation, surveys, and assessment of customer experience quality.


Ministry of Finance and Federal Tax Service (index 98%) and Rosreestr (96%) — nearly ideal UX and high loyalty. At the other end of the spectrum — Ministry of Internal Affairs (50%) and Rosaviatsia (53%).

The situation with individual services is still ambiguous: in the "green zone" (compliance with standards >90%) only 5% of services. 7% are in the deep "red zone," and they will be reassembled first.

Plans:
1. Active implementation of AI for personalization of "life situations."
2. Transition to a proactive model — when a service is offered to the user before they ask for it (analogous to predictive analytics in e-com).

P.S. Interesting fact about the Federal Penitentiary Service: did you know there are food delivery services to pre-trial detention centers? For example, a service with the telling name сидим-едим.рф

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