Gosuslugi.ru: The FMS loses hundreds of thousands of online petitions from citizens

The information system of FMS works with errors as a result of which the online petitions from citizens sent to service on receiving state services and also requests from other departments are lost, follows from data of the Ministry of Telecom and Mass Communications which TAdviser studied.

Information system of FMS for rendering state services

The special software Portal of FMS is a departmental segment of infrastructure of the electronic government in FMS of Russia.

A system provides acceptance, check and distribution of the statements arriving in electronic form from the Uniform portal of state services EPGU, allows to perform a feedback with users of EPGU, to send data on charges to the Federal Treasury (FT) and to obtain data on handshakes from FC, to control completion dates of state services.

A developer of Portal of FMS, according to the website of state procurements, is Technoserv and her subsidiary company "Reksoft".

Electronic state services of FMS

The FMS provides all electronic services through EPGU.

The most popular of them - submission of documents on execution of the international passport (is the leader in popularity from all difficult services rendered by federal agencies).

Also department renders the following services:

• Issue and replacement of the Russian Federation citizen passport proving the identity of the citizen of the Russian Federation in the territory of the Russian Federation
• Registration accounting of citizens of the Russian Federation in the place of stay and at the place of residence within the Russian Federation
• Registration and issue of invitations to entry into the Russian Federation foreign citizens and persons without citizenship
• Issue to foreign citizens and persons without citizenship of permission to temporary residence
• Providing address reference information

Claims to quality of work

In June, 2015 on a government subcommittee on use of IT when providing state services the head of department of the electronic government of the Ministry of Telecom and Mass Communications Vladimir Averbakh performed with the presentation, one of slides of which was devoted to quality of work of FMS service for reception of applications with EPGU.

In May, 2015, according to the Ministry of Telecom and Mass Communications, with EPGU to services of FMS more than 2.5 million addresses were recorded. From them nearly 313 thousand (12.43%) were lost.

"312810 not rendered services in electronic form to users of EPGU", - it was emphasized in Averbakh's presentation.

According to the results of a meeting of a subcommittee of FMS assignment was given "provide processing of incidents in a part SIEI and EPGU".

The interlocutor of TAdviser familiar with a problem says that it is about work errors between EPGU and FMS service: "So on EPGU the person writes the application, EPGU sends the application for service of reception of applications of FMS and there are errors. Statements go, but regarding the cases specified on a slide are not accepted by FMS on execution".

He sees the reason of removal of a question at a subcommittee that "achieved nothing routinely and decided to go officially and openly, probably, there is no other method of influence".

In the Ministry of Telecom and Mass Communications at the request of TAdviser provided statistics of the errors arising on the party of FMS service at request processing from other departments through SIEI and also statistics of errors when processing statements from the portal of state services for April, May and the first half of June, 2015 (the cm is lower).

Load of FMS service in May was higher than April, the percent of errors follows from data of the Ministry of Telecom and Mass Communications, as well as. In April from 2.5 million statements which came from the portal of state services with errors 188 thousand (7.5%) were processed.

For the first 17 days of June the relative indicator of errors when processing statements with EPGU was comparable to May (11.1%), but the total number of errors was reduced from 13.2% to 6.5%.

In FMS by the time of the publication of material could not answer questions of TAdviser and explain the reasons of the arising errors.

Detailed data about errors