Reducing the number of documents and developing a proactive format: how to improve the service "One window"

The service "One Window" is gradually changing the usual procedure for obtaining administrative services. This was discussed at a briefing in the House of Press. Today, citizens can apply for them regardless of the place of registration, and in the future, some of the procedures are planned to be transferred to a proactive format, which minimizes, and in the future excludes the collection of documents by citizens in certain life situations.

Today in Belarus there are 158 services "One Window". 225 out of 249 administrative procedures directly related to the competence of local executive and administrative bodies can be applied through them.

In 2023, the principle of extraterritoriality was introduced into the work of the One Window service. In 2026, about 14,000 applications have already been submitted in this format, which is 61 percent higher than in the same period last year.

- This mechanism saves the applicant from the need to go to another city or district to resolve issues on paperwork, explained Svetlana Gaiduk, chief specialist of the department for dealing with appeals of citizens and legal entities of the Krupsky District Executive Committee.

She said that in practice the procedure is as follows: the application and the necessary documents are registered on the day of the application, after which the authorized body is sent to the One Window service through the software package. It is important that interaction takes place between services, and not directly with the agency that makes the final decision. Original documents, if necessary, are sent by post during the next working day. One of the key areas of work is to reduce the number of documents that applicants must provide themselves. According to Roman Prokhorov, Deputy Head of the Administrative Procedures Methodology Department of the Ministry of Justice, state bodies already have legal opportunities to request the necessary information from each other through information systems and resources.

“The task is not only to reduce the number of documents, but also to ensure that government agencies widely use the information already available to them,” he said.

Another important area is the development of a proactive format. Its fundamental difference is that in certain life situations, a person will not have to independently apply for the service and collect the necessary documents: state bodies will be able to organize the process on the basis of already available data.

- It is not enough to simply refuse documents on paper. It is necessary to ensure comprehensive interaction of state bodies among themselves, establish data exchange between existing information systems and determine legal mechanisms for the implementation of administrative procedures, Roman Prokhorov explained.

Now, with the participation of the Ministry of Justice, two action plans are being implemented to optimize and digitalize procedures related to the birth of a child and the purchase of a car. Three other life situations are under study: the loss of a loved one, obtaining the status of a large family and registration of family capital.

The transition to the new format is preceded by serious work to simplify the procedures themselves. In 2023-2025, a special working group established by order of the Ministry of Justice and the Ministry of Economy held 43 meetings and reviewed more than 500 administrative procedures.

The organization of services in the capital is also changing. Since 2024, Minsk has been separating them from district administrations. As an example, the “One Window” service of the Pervomaisky district administration, located in the shopping center “Pershy Natsyyanalny Gandlyovy House” already operates. Here it is combined with the calculation and reference center, which allows you to solve several issues at once in one place.

According to the same principle, it is planned to organize work in the Soviet and October districts of the capital. The premises are being repaired now. New One Window services could open by the end of this year or early next.

stepanchuk@sb.by