DEVELOPMENT OF THE MFCs NETWORK IN THE RUSSIAN FEDERATION’S REGIONS: ORGANIZATIONAL DESIGN AND DIGITAL SOLUTIONS TO ACHIEVE ESG GOALS

Abstract

Introduction. The development of the network of multifunctional centers (MFCs) in the Russian regions is a strategic tool for achieving sustainable development (ESG) goals. The social aspect requires ensuring equal access to public services to reduce territorial inequality; the governance aspect requires optimizing organizational design to increase transparency and efficiency; the environmental aspect requires reducing the negative impact on the environment. Digital transformation acts as a key driver, making it possible to scale services and create an integrated model that simultaneously meets ESG goals and Russia’s national priorities. The aim of the study is to develop a comprehensive model for the development of the MFC network, integrating organizational design optimization and targeted digital solutions. Methods. The research is based on a systemic approach using business process modeling, comparative and organizational analysis, and content analysis of regulatory documents. The empirical base consists of Rosstat data, reports of the Ministry of Economic Development of the Russian Federation, and ratings of MFC performance in the RF constituent entities. The Zachman Framework, as well as theories of organizational design, change management, and process approach, were used as a conceptual framework. Results. Persistent regional imbalances are revealed: in the Central Federal District, the share of services provided electronically reaches 85.2 %, while in the North Caucasus Federal District it is 73.6 %; the average waiting time varies from 6.8 to 11.1 minutes. A comprehensive model is proposed, comprising two blocks: organizational design (introduction of project management, cross-functional teams, a flexible KPI system with qualitative indicators such as NPS and transparency level) and digital solutions (integrated MFC platform, artificial intelligence elements for request classification, super services, remote identification). A model for the environmental transformation of MFCs is developed (eco-offices, digital document flow, energy-efficient equipment, KPIs for paper and waste reduction). The synergistic effect is empirically confirmed: isolated digitalization without process reengineering leads to "automation of chaos", while organizational changes without digital tools cannot be scaled up. Discussion. The proposed model ensures the transition from a functionally disintegrated structure to a client-centric ecosystem, helping to overcome regional asymmetry and achieve ESG goals in the Russian public service system.