Interview of TAdviser with the deputy director of development department of the electronic government of the Ministry of Telecom and Mass Communications of the Russian Federation Alexander Pavlovich

Alexander Pavlovich: Now people are forced to receive different services on different portals which have the different level of development, different structure of services, quality of user interfaces, aspects of design, convenience and availability of information contents. And this with the fact that the person should not think at all that services are federal, regional and that are provided by different departments. And the more so – should not pass on the different state websites in attempt to find integral, clear information and necessary to him in a specific life situation a set of services.

The pilot with several regions which receiving services will become possible in model of "one window" via the uniform Gosuslug portal is already begun. In fact, the citizen will enter on gosuslugi.ru and the portal will be able to offer it both federal, and regional opportunities and also a uniform personal account and all services which are already implemented on the uniform portal at once. The pilot we are going to start closer by winter, and further, having debugged parts, we will continue the translation of objectively outdated regional portals on the Uniform portal. In fact, we completely save responsibility for development of regional services behind regions, but we will offer them a debugged modern and convenient user show-window for their providing. It a show-window in fact also is the updated Gosuslug portal.

Also, implemented last year uniform corporate and the Gosuslug communication style is completely applicable for use by any authority in creation of marketing communications regarding electronic state services and use on the departmental portals. The purpose is simple: people need a convenient recognizable service to which they will be able to trust and which will communicate with them on clear to them, and not just normative and legal language.

Alexander Pavlovich: Certainly, the main focus of development is growth of stability, quality and convenience of the services and services provided on the portal. In the course of their providing the set of the authorities using the different systems historically extremely separate design – solutions, the huge volume of normative legal content participates that in total becomes often insuperable barrier to receiving services in electronic form. As result, people are forced to visit internally authorities and MFC, spending on it the personal time.

Being the main federal portal of state services, we are obliged to be responsible in a complex for service and the direct task we see the complex growth of quality and uninterrupted operation of the provided services. It concerns development of own infrastructure, its removal on the new quality levels, opportunities and also debugging, joint with adjacent departments, of the offered services. Without problem solving of technology quality and complex user convenience, all other declarations, advertizing and marketing will not give big effect.

The next big step is a transition to model of "one window" for search and receiving any public service by each citizen, regardless of in what region or the city he lives. I said about it earlier.

Further. People need receiving state services when marry, plan travel, move to other region, change work and td. Really to help citizens, state services should be not only on some uniform portal, but also directly where people resolve the vital and everyday issues. It is for this purpose created and since 2015 the Open Platform of State Services, allowing to build in service widgets of state services on the external websites develops. It is also new degree of openness and change of the historical paradigms locking the state services within only the state websites.

What else? Of course, service integration with MFC. It is already begun. Together with the Ministry of Economic Development there is creation of model of ecosystem interaction of Gosuslug and MFC. It is a necessary step of evolution in creation of the most seamless user experience in communication of the citizen with the state. It concerns both constructions of the connected scenarios of rendering services, and providing visual co-branding, and development of adjacent services.

Total, if to glance for several years ahead, then a task is transition from the providing information and state services separated on a set of the state websites to an integral ecosystem of the services and opportunities connected through "single window" based on the Gosuslug portal. And, it belongs to service of all categories of users, including business.