13. Passport of the state service

1

Name of service

Issue of the certificate of action of scientific and technical documentation - Chapter 4, Item 51 of the Unified register (list) of the state services

2

Full name of state body (organization) providing service

The authorized state body of the executive authority of the Kyrgyz Republic enabling the realization of single state policy in the field of protection of intellectual property and development of innovations (further - Kyrgyzpatent).

The state patent and technical library in case of Kyrgyzpatenta (further - GPTB)

3

Consumers of the state service

Physical persons and legal entities

4

Legal basis of receipt of the state service

The law of the Kyrgyz Republic "About library science"

5

Resulting effect of the provided state service

Certificate of action of scientific and technical documentation

6

Conditions of provision of the state service

Provision of service is performed:

- indoors, answering to the established sanitary standards;

- in the presence of easy access of citizens to the building and sanitary and hygienic rooms (toilets, washing rooms), including for persons with limited opportunities of health on sight and hearing and faces with limited opportunities of health with violations of the musculoskeletal device (further - LOVZ), equipped (buildings, rooms) ramps, hand-rail;

- by the principle of queque.

Rooms have places for expectation, toilets (in regions, in case of impossibility of connection to the central plumbing and sanitary - outdoor), heating, water supply system, phone.

Preferential categories of citizens (participants and disabled people of the Great Patriotic War, home front workers and persons equated to them, LOVZ, expectant mothers) are serviced out of turn or if they cannot rise to the room, the employee goes down to them for reception of an application.

For convenience of visitors in the place of provision of service the list of the documents necessary for service acquisition, and application forms are placed

7

Terms of provision of the state service

Limiting time for documents acceptance and actions for receipt of service - up to 5 minutes;

aggregate term of provision of the state service - till 4 o'clock;

limiting time for issue of result of rendering service - up to 5 minutes

Informing receivers of service

8

Informing on the state service provided to the consumer

Information on the state service can be obtained:

- in public reception of Kyrgyzpatent;

- on Kyrgyzpatent's (www.patent.kg) and GPTB (www.gptb.patent.kg) website;

- in case of the personal appeal to Kyrgyzpatent and GPTB;

- at information stands, from brochures, booklets in Kyrgyzpatenta and GPTB.

Reception of citizens in Kyrgyzpatenta and GPTB is made in day of their address.

Information is provided in the state and official languages

9

Methods of distribution of information on the state service

Distribution of information on the rendered service is performed through:

- Media (newspapers, radio, television);

- Kyrgyzpatent's website and GPTB;

- information stands, brochures, booklets;

- personal address and contacts by phone;

- public reception of Kyrgyzpatent.

Addresses, phone numbers and operating mode together with the standard of the state service are placed at the stand, Kyrgyzpatent's website

Servicing and rendering the state service

10

Communication with visitors

In Kyrgyzpatenta and GPTB information plates on doors of offices of the employees involved in rendering service are placed.

All employees working with the population have the personified plates (badges) with indication of surname, name, middle name and position.

In case of communication with visitors employees observe the following basic principles of ethics: be polite, benevolent, correct, patient, basic, aim deeply, understand being of question, be able to listen to the interlocutor and understand its line item, and also reason for the made decisions.

Job descriptions (functional obligations) and the professional ethical standards which are not allowing the violations of the law of the Kyrgyz Republic providing the respect for ethical standards, independence and objectivity in relation to citizens excluding conflict of interest shall be observed by all employees.

Communication with persons with special needs on medical and social indications (LOVZ, aged pensioners, veterans of war and work, expectant mothers) and provision of service by it is made in form, clear and available to them

11

Methods of ensuring confidentiality

Information on the applicant and the service rendered to him can be provided only on the bases, stipulated by the legislation the Kyrgyz Republic

12

The list of necessary documents and/or actions from the consumer of the state service

The consumer of the state service submits the following documents:

- identity document (certificate of birth, school ticket, passport, library card);

- the receipt on payment or cash receipt into the account of GPTB

13

Cost of paid state service

The state service is provided on paid basis.

The price list of the prices affirms the order of management of Kyrgyzpatent in coordination with authorized state body in the field of the antimonopoly policy.

The cost of service is reflected in the price list of the prices which is placed at information stands and the official site of Kyrgyzpatent

14

Parameters of quality of the state service

Quality of provision of the state service is determined by the following criteria:

- reliability and timeliness, in accordance with the terms and the service provision terms declared in the standard of the rendered service;

- non-admission of discrimination on the basis of floor, race, language, disability, ethnic origin, religion, age, political and other convictions, educations, origins, property or other status, and also other circumstances;

- availability, reclamation at citizens only of those documents for receipt of service which are specified in the standard;

- compliance of conditions of provision of service to the requirements established by this standard: access to the building, availability of household conveniences, the schedule of acceptance convenient for citizens, availability and availability of information support (in printing and electronic formats);

- correctness and politeness of employees when rendering the state service, consultation during all procedure of rendering service;

- compliance of resulting effect (the received service) to expectations of the applicant;

- availability of the complaint book of citizens in the available place

15

Provision of the state service in electronic format

The service can be rendered in electronic format in full, at the request of the consumer of service, in case of availability of the agreement on the routine library and information maintenance

Refusal in provision of the state service and procedure for appeal

16

Refusal in provision of the state service

The refusal to the consumer in provision of the state service is possible in the absence of the documents specified in Item 12 of this standard

17

Procedure for appeal

By inadequate provision of service the applicant has the right to address with the oral or written complaint Kyrgyzpatent's management.

The written complaint is submitted in a free form and shall contain full name of the receiver of service, residence address, phone number, and also claim essence, the signature of the receiver of service and date.

The authorized employee registers the claim within 1 working day and sends for consideration to management.

Consideration of claims and claims is performed in accordance with the established procedure by Kyrgyzpatent's management. The term of consideration of the written address and the direction of the answer to the applicant shall not exceed 14 days from the date of its registration.

In case of dissatisfaction the decision made according to the claim the applicant has the right to appeal Kyrgyzpatent's decision judicially

18

Frequency of review of the standard of the state service"

The standard of the state service shall be reviewed regularly with frequency at least once in three years