Interview of TAdviser with the director of the department of development of information systems of the e-government of RT Labs company Alice Korzhenevskaya

Alice Korzhenevskaya: I want to remind that the beta of the portal of state services was brought into commercial operation in June, 2014. For its creation and development the competence center into which representatives of the Ministry of Telecom and Mass Communications, Rostelecom and RT Labs entered was created.

During its creation and development we, first of all, were guided by opinion of users of EPGU, conducted numerous surveys, analyzed responses of citizens. Only in 2015 3 waves of the user testing with attraction independent a usability laboratory were carried out. Suggestions for improvement of the user experience continue to arrive on the portal through a feedback form also now - we attentively trace such messages.

Considering that the list of public services is big, and their formulations, to put it mildly, are not always clear, we thought up the convenient directory in which services "fight" on categories. For example, "Family and children", "Passports, registration, visas", "Transport and driving" and many others. Search of the necessary service on the portal became intuitive. Once you only once try to understand, it is convenient! Updated a personal account and Gospochta - the system of exchange of electronic messages between customers of state services and contractors — public authorities.

On the portal it is possible to configure obtaining notifications on penalties of traffic police and in the same place to pay them with the bank card or electronic money. It is required check tax arrears only of a TIN, it is easy to check judicial debt. Without queues to make an appointment with the doctor in clinic necessary to you, to check a status of the retirement account, to order the international passport to itself or the child - and now in the heat a season of holidays, to change the Russian Federation citizen passport – all these services are available on EPGU. The service in making an appointment in the nearest department of traffic police for registration of the vehicle is very popular.

On the portal there was a section "Help and support" where it is possible to find answers to frequently asked questions language simple and clear to the unprepared user.

Alice Korzhenevskaya: In view of a large amount of interrelations with internal and external IT systems and also the new portal of state services it is possible for scale of an assigned task by the right to consider unique.

When implementing architectural and development concepts we considered experience of world leaders — our and foreign. At the same time, certainly, were guided by specifics and mentality of citizens of our country, the recommendation of public authorities. Occasionally vangovat - tried to glance for the horizon of events, to foresee the future trends, both in the user behavior, and in development of electronic Russia. Now, in addition to code optimization, a considerable part of works is carried out at the level of infrastructure.

I want to note the innovation experience which we acquired in the project progress - to coordinate work in the conditions of 11 time zones and in scales of 85 subjects of the Russian Federation to us it was required to create an effective and flexible inner pattern, as for works, and for review the actions from the Ministry of Telecom and Mass Communications and other authorities.

The uniform project office managed the most different projects connected with rendering public services. Under one virtual roof those who did the portal and mobile application, medical information systems and making an appointment, a payment system, regional and federal services gathered.

To coordinate work on all vertical of the project we organized barrier-free communication: we use chats, messengers where occasionally we bring together hundreds of people from all regions for knowledge sharing and news, and sometimes – about ten people for work on a specific objective. And, certainly, attracted in the formalized development processes - a management system for requirements - the Ministry of Telecom and Mass Communications, our state customer with whom we work in one command.

Alice Korzhenevskaya: Before migration of the beta on the main domain traffic reached about 13 million viewings a month that, on average, makes 304 visitors a minute. After migration it grew almost twice - to 7.87 million viewings a week, and these are already 800 visitors a minute.

At the beginning of 2015 the portal was visited by about 7 million visitors a month that, on average, less than 200 viewings a minute. Thus, since the beginning of year the user traffic grew by 4 times.

At the moment on the Uniform portal of state services about 29 million people, from them more than 6.4 million – in the first half of the year 2016 are registered. The average gain of number of users in a system, on indicators for the end of 2015, makes more than 1 million people a month. The share of citizens in 43 subjects of the Russian Federation registered in EPGU exceeds 20%. Among leaders - Primorsky Krai, Khanty-Mansi Autonomous Okrug, the Tyumen and Kaliningrad regions and also the Yamalo-Nenets Autonomous Area with an indicator over 40%.

The Ministry of Telecom and Mass Communications of the Russian Federation took actions for promoting of the beta: for the first half of the year 2016 the gain of number of users of the new version of EPGU exceeded a similar indicator of the old portal. As N.A. Nikiforov at a recent briefing according to the results of a meeting of the Government commission on IT noted, last year about 25 million citizens were anyway covered by information campaign for promoting of electronic state services.

It is also necessary to note an important trend on growth of number of the citizens using mobile devices for access to state services – in May of the current year 34% of users visited the portal mobile, in January of such users there were about 22%.

Alice Korzhenevskaya: In total within the electronic government 607 services, 285 of which, the most demanded by users are provided, are already provided on the new portal. The program of development provides gradual transfer of other state services to the new uniform portal.

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