Administrative Appeals and HR Office
The Administrative Appeals and HR Office reports directly to the Chairperson of the Commission. The activity of the Office pulls together two important spheres: chancery and the work with citizens’ appeals. The work with documents involves:
initial stage for study of incoming letters and its circulation within the corresponding department of the Commission
registration of outgoing documents, sending out admission orders and a list of other documents to relevant representatives of education institutions (city education departments)
registration of personnel, preparation of internal orders and other functions.
It is noteworthy to mention that the SSAC is one of the first state agencies to automate the chancery tasks with a software developed by the IT specialists of the Commission. The software program allows maintaining all tracks of correspondence not in the “clerical books”, but in a highly functional program with applications of optimal search and control for preparation of final reports.
The second objective of the Sector is work with citizens’ appeals. Being the component of public relations it is closely connected with all spheres of the Commission’s work, within all the stages of the admission process. The citizens’ reaction in any stage of the process is perceived as an indicator and assessment of the work. Because the admission examination is a mass process, a single mistake is enough to cause increase in numerous applications. The number of appeals of complain made by citizens indicate the quality of the process carried out.
Over past two decades, on all the stages of the admission campaign (beginning from the reception of documents to delivering the information to the public) the quantity and content of citizens’ applications have changed rapidly, as a result of user-friendly service, presented with respect to provision of the convenience of the public. In the early years of the SSAC’s activity people had to come to the Commission in order to acquire information about any new procedure or their examination results and go through a registration process for trial examinations. However, today electronic services of almost all the procedures brought another level of convenience not only for citizens’, but also for the elimination of “official-citizen” relationship, which turned to the virtual regime of “Online service-citizen”. To note a very interesting and case-based fact: there was an applicant who had scored more than 600 at admission examination and was admitted to higher education institution. When responding to the survey carried out by the SSAC (every year after the admission examinations a special issue of “Abiturient” journal is published dedicated to applicants who score more than 600 points) stated that “If there was not a requirement to bring the survey to the SSAC, I would have never known where the SSAC was located”.
Today, as a result of advancement in the ways and methods used for the delivery of information to public, we do not experience the crowded mass of people in front of the SSAC’s headquarter during the reporting and appellation days of results, as it used to be 12-15 years ago. This fact demonstrates the improved quality of presenting information for applicants.
Nowadays citizens visit the SSAC not to obtain any information, but to ask for advice. The majority of these applications arise from the fact that citizens are not acquainted with the materials published by the SSAC. In such cases, the employees of the Sector recommend citizens to look through materials and let them feel responsible for the decisions made on the basis of presented materials. It is a fact, with respect to governing principles of the SSAC that, there may not be such significant information or number that is known to the employees but not to citizens.
In 2012, despite the fact that there was little time left for implementation of the new assignment - conducting the final examinations for students of secondary schools, it was entrusted to the SSAC.
In spite of the challenges faced, the organization of final examinations had administerd the examination with high quality of management in all regions of the country, respective to the conditions of transparency and requirements. This had increased the reputation and respect of the State Students Admission Commission among pedagogical community and citizens, which was soon expressed in numerous gratitude messages sent to the Commission from citizens.
In general, it should be mentioned that throughout the period of the SSAC’s track records of work including the period when destructive forces expressed biased thoughts against the Commission, the factor which encouraged our employees, was not only the governmental support at high level, but also the fact of having the highest appreciation, confidence and trust towards the SSAC’s work by thousands of people from different segments of society.
Nowadays the citizens are provided with an access to send their appeals to the SSAC not only in the form of written letters, but also via E-mails. In both ways, the appeals are accepted and responded on the same level of importance. Enquiries received via e-mail are automatically sent to relevant departments according to the theme (a responsible person is appointed in every department for responding to e-mails) and replied in a short period of time. For comparison, it is necessary to point out that if annually 1000-1500 enquiries are received by the Commission in written form, more than 15000 enquiries are received vie e-mail and are promptly responded.
The SSAC in its information policy takes into account the problems that citizens think about and build this policy on the basis of mutual relationship. With this purpose, a list of questions received from the public is prepared. The frequently asked questions are explicitly responded on the website, in “Abiturient” journal and other means of media. a.