RESOLUTION OF BOARD OF THE PENSION FUND OF UKRAINE

of February 21, 2012 No. 4-3

Some questions of enhancement of acceptance and servicing of persons who address to bodies of the Pension fund of Ukraine

According to Item 12 of the Regulations on the Pension fund of Ukraine approved by the Presidential decree of Ukraine of April 6, 2011 No. 384, board of the Pension fund of Ukraine DECIDES:

1. Approve Regulations on the organization of acceptance and servicing of citizens by bodies of the Pension fund of Ukraine by the principle of "single window" (further - the Provision) which is applied.

2. To provide to chiefs of head departments of the Pension fund of Ukraine in areas implementation of procedure for the acceptance and servicing of citizens provided by the Provision in managements of the Pension fund of Ukraine in the cities (districts of the cities) - the regional centers till March 30, 2012.

3. To legal management of the Pension fund of Ukraine (Ryabtseva T. B.) submit this resolution on state registration to the Ministry of Justice of Ukraine.

4. This resolution becomes effective from the date of its official publication.

5. To impose control over the implementation of this resolution on the First Deputy Chairman of the board of the Pension fund of Ukraine Kravchuk V. O.

Approved by the Resolution of board of the Pension fund of Ukraine of February 21, 2012 No. 4-3

Regulations on the organization of acceptance and servicing of citizens by bodies of the Pension fund of Ukraine by the principle of "single window"

I. General provisions

1.1. This Provision according to the Laws of Ukraine "About obligatory national pension insurance", "About collection and accounting of single fee on obligatory national social insurance" determines the organizational principles of acceptance and servicing of persons who address to bodies of the Pension fund of Ukraine, by the principle of "single window".

1.2. In this Provision terms are used in such value:

the receiver of service - physical person or legal entity which addresses for receipt of service and/or information and consulting support concerning service provision;

division on servicing of citizens - structural division concerning servicing of citizens or specialists of territorial authorities of the Pension fund of Ukraine to whom obligations concerning acceptance and servicing of persons who address to bodies of the Pension fund of Ukraine, taking into account regulations of this Provision are assigned;

service - acceptance and servicing of insured persons, persons who are on accounting in territorial authorities of the Pension fund of Ukraine as receivers of pension, persons who have the right to award of pension, insurers or persons authorized by them in accordance with the established procedure for the purpose of the solution of question which they ask in bodies of the Pension fund of Ukraine.

Other terms are used in the values given in the Laws of Ukraine "About obligatory national pension insurance", "About collection and accounting of single fee on obligatory national social insurance".

1.3. Acceptance and servicing of persons who address to bodies of the Pension fund of Ukraine by the principle of "single window" is entered on purpose:

simplifications of procedures of receipt of services in bodies of the Pension fund of Ukraine;

reducings terms of provision of services;

increases in comfort of receipt of services by receivers;

improvement of quality of provision of services;

increases in knowledge of receivers of procedure, methods and conditions of receipt of services.

1.4. Principles of implementation of acceptance and servicing of receivers of services in principle of "single window":

transparency, openness and clearness of actions in the sphere of provision of services;

orientation to the receiver - forming of effective system of interaction with the receiver of service;

knowledge - functioning of permanent system of information support of the receiver of service.

1.5. Acceptance and servicing of persons who address to bodies of the Pension fund of Ukraine is provided with division on servicing of citizens (in case of education).

1.6. The main requirements to the organization of work of division on servicing of citizens, equipment of workplaces of workers, graphics of their work are determined by the head of relevant organ of the Pension fund of Ukraine taking into account requirements of this Provision.

The scheme of actions of the specialist of division in servicing of citizens is given in appendix to this Provision.

To positions of the head, his deputy and specialists of division persons with appropriate level of qualification according to the Reference book of standard vocational characteristics of positions of government employees approved by the order of the National agency of Ukraine concerning public service of September 13, 2011 No. 11 are designated.

II. Tasks and functions of division on servicing of citizens

2.1. The main tasks of division on servicing of citizens are:

preparation, providing and control of implementation of actions for providing the right of citizens to the address;

provision of the methodical and consulting help with questions of provision of pensions and accounting of persons which are subject to obligatory national social insurance;

participation in information support of implementation of actions of realization of state policy concerning provision of pensions and accounting of persons which are subject to obligatory national social insurance.

2.2. The division on servicing of citizens according to the tasks assigned to it performs:

acceptance, registration of addresses, statements for provision of services, claims, requests about provision of information, including those which arrive by e-mail, their transfer for study to other structural divisions of body of the Pension fund of Ukraine according to their functional powers;

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