Feedback platform

2023: Release of the "Integration with PIC" solution for integration with Directum RX system

Directum on August 30, 2023 released a solution for integrating the Directum RX system with the Feedback Platform. Read more here.

2022

Kurgan Oblast, St. Petersburg and Sakhalin Oblast topped the rating of regions for implementation of the POS

Kurgan Oblast, St. Petersburg and Sakhalin Oblast topped the region's feedback platform implementation rating. This was announced on October 20, 2022 by Deputy Prime Minister of Russia Dmitry Chernyshenko.

Russia Vladimir Putin In September 2022, the President recalled the importance of constantly receiving feedback from citizens and taking into account their reaction in local work.

The feedback platform is a key topic of regular meetings of Deputy Prime Minister Dmitry Chernyshenko with the leaders of digital transformation. countries

Thanks to the platform, to which more than 121 thousand authorities and organizations are connected as of October 20, 2022, the subjects have great opportunities for collecting and processing it. The ranking showed us how they took advantage of them. For 9 months of this year, the regions received 1.95 million messages from residents, 1.91 million of them were considered. The rest are at work. And in total, since the launch of the platform, citizens in the regions have sent more than 9.5 million messages, - said Dmitry Chernyshenko.

The top 10 rating compiled by the Ministry of Digital Development of Russia for the first 9 months of 2022 also includes the Kaluga Region and the Republic of Adygea (4th place), Murmansk Region (5th place), Belgorod Region (6th place), Moscow Region, Novgorod Region and Magadan Region (7th place), Sevastopol (8th place), Nenets Autonomous Okrug (9th place), Kursk Region (10th place).

More and more organizations are regularly connected to the Feedback Platform. These are not only authorities or administrations, but also social institutions: schools, hospitals, social security agencies, kindergartens, cultural centers and others. All this is done for high-quality, prompt information and answers to the requests of citizens, - said Russian Deputy Head of the Ministry of Digital Development Oleg Kachanov.

Subjects were evaluated by 23 indicators divided into two blocks: work with messages and appeals of citizens and public votes. For example, the number of requests from citizens and the share of responses provided by the deadline, the number of local governments connected to the POS, the level of satisfaction of citizens with answers, etc. were estimated. The number of public votes and public hearings held on the platform, the number of projects implemented, voting for which took place in the POS, and other indicators were also estimated.

You can use the feedback platform on the State Public services portal, in the mobile application "Public services. We solve together "and through POS widgets on the websites of state authorities and organizations.

Approval of the methodology for the rating of regions for the work on the POS

The methodology for the rating of regions for work on the Reverse Platform communications (POS) was approved. This was reported on September 2, 2022 in. Ministry of Digital Development of the Russian Federation The rating of the regions allows you to monitor work on the Feedback Platform and monitor the quality of solving citizens' issues.

The methodology for calculating the rating of regions was approved at the presidium of the Government Commission on Digital Development, the use of information technologies to improve the quality of life and business conditions.

By September 2022, digital tools for interaction with the authorities are in great demand among citizens. Since the launch of the POS through the platform, more than 9.3 million messages have already been received in the regions. The implementation of the PIC shows effectiveness, makes it possible to quickly and conveniently submit appeals in 24/7 mode on the most pressing issues for residents. Therefore, Ministry of Digital Development connects more and more institutions to the platform. This trend is also reflected in the ranking. Thus, it includes indicators not only for state authorities operating in the POS. And we will also monitor how schools, hospitals, MPSC, employment centers, management companies and other socially significant organizations answer questions from citizens, " noted the deputy head of the Ministry of Digital Industry of Russia, Oleg Kachanov.

A single digital feedback window enables:

• receive and process messages through Public services, send them to the competent authority;
• quickly analyze and monitor incoming messages, monitor the timing of their development;
• receive feedback from a citizen, how satisfied he is with the answer and solution of the issue.

As of September 2, 2022, more than 118 thousand bodies and organizations in 85 constituent entities of the country were connected to the Feedback Platform.

You can send a message to the anti-icing system through:

• forms on the State Public services portal;
• mobile application "Public services;
• PIC widgets on the websites of state authorities and organizations. You can monitor the status of resolving the issue in the personal account of State Public services.

Integration module with EDMS "Delo"

On August 23, 2022, the company EOS announced the development of a module for integration Feedback platforms EDMS with "." Business More. here

Solution "Integration with POC. Data mart "for integration with Directum RX

On February 21, 2022, Directum presented a solution for integrating Directum RX with the Feedback Platform (PIC), a subsystem of the Unified Portal of State and Municipal Services. Solution "Integration with POC. Data Showcase "was developed in accordance with the requirements of the Ministry of Digital Development for the automatic sending of data on citizens' appeals to the PIC. Read more here.

2021

Plan for the allocation of 7.5 billion rubles. for the creation of a single digital feedback window

On April 14, 2021, it became known that 7.46 billion rubles will be allocated from the federal budget for the creation of the Unified Digital Feedback Window, which provides centralized reception of appeals and complaints from citizens through the portal of public services. For the period until 2024 inclusive.

The feedback platform (POS) with citizens is being created within the framework of the federal project "Digital Public Administration" of the national program "Digital Economy." It is planned to achieve the result in the form of creating a Single Digital Feedback Window (DPSO), including appeals and complaints, including on government services, functions and services.

The project plans to use technologies for studying public opinion and artificial intelligence along with the formation of a feedback mechanism.

The creation and development of the EOCS will allow combining the mechanisms of interactive interaction with citizens and organizations by integrating communication channels into a single service. Thanks to this, it will be possible to most effectively integrate information systems related to citizens' appeals on obtaining public services in electronic form, the work of technical support services and electronic services of departments.

Together with the creation of the ESPC, it is planned to ensure the refinement and implementation of information systems used to provide or evaluate services, functions, services, in order to ensure the integration of the improved systems with a single platform and assess the quality of services.

In general, the POS provides a unified standard for submitting citizens' appeals to authorities and organizations using a rubricator of certain life situations, prompt analysis and control of incoming appeals, deadlines for consideration and execution, feedback from the applicant regarding satisfaction with the received response and resolution of his question, response to user requests in social networks.

Messages submitted by citizens through the POS are sent for consideration and execution to the executive authorities of the regions, local governments and other organizations. At the same time, notifications about the status of message processing are received in the personal account of citizens at the EPGU.

POS allows citizens through the form on the EPGU, the mobile application Public services.complaint would, "as well as widgets on the websites of government agencies to send appeals on a wide range of issues, as well as participate in polls, votes and public discussions^[1]

Launch plan in all regions by the end of the year

On March 12, 2021, it became known that Deputy Prime Minister Dmitry Chernyshenko held a meeting with the heads of digital transformation (RTC) of federal executive bodies. The Minister of Digital Development, Communications and Mass Media Maksut Shadayev took part in it.

Chernyshenko: The digital feedback platform will work in all regions of Russia by the end of the year
Photo source: Yandex.New

The meeting discussed the issue of introducing a feedback platform (PIC). " Public services We solve together, "which is being created on behalf of the President Russia Vladimir Putin within the framework of the federal project" Digital state Management of the National Project. Digital economy of Russia""

Шаблон:Quote 'author = Dmitry Chernyshenko commented.

POS allows you to organize work in four directions. This is work with citizens' appeals with the possibility of prompt control over the resolution of issues. Conducting online surveys on topics that are socially significant for the population and public discussions on issues of local importance, as well as conducting state tablets of authorities in social networks and instant messengers and tracking incidents in social networks.

The pilot for the implementation of the feedback platform began in 2019, the Ministry of Digital Development and 9 constituent entities of the Russian Federation participated in it. As of March 2021, more than 16.5 thousand personal accounts of executive authorities of constituent entities, local self-government bodies and other organizations of pilot constituent entities of the Russian Federation have been created in the POS. More than 340 thousand messages were received, votes were held on more than 400 projects, more than 1.5 thousand surveys of citizens were posted. Local authorities of pilot subjects held discussions with citizens about 470 draft regulatory legal acts on local issues.

In 2020, the platform was used in federal executive bodies. Thus, services were posted on a single portal of public services that allow citizens to report COVID-19 vaccination difficulties and problems with calling an ambulance medical in conditions. pandemics In addition, a service was placed to Ministry of Education receive feedback from parents of elementary school students on organizing hot meals in schools.

By the end of 2021, the platform will be introduced in all constituent entities of the country, regional and municipal authorities, as well as in a number of FOIV^[2].

2020

Receipt of more than 83 thousand messages, placement of about 1.5 thousand surveys of citizens

Oleg Kachanov, Deputy Minister of Digital Development, Communications and Mass Media of the Russian Federation, held a videoconference meeting with the heads of the constituent entities of the Russian Federation on the introduction of a feedback platform (POS) based on the Unified Portal of State and Municipal Services. This was announced on February 5, 2021 in the Ministry of Digital Development of Russia. During the meeting, the results of the implementation of the platform in 2020 were summed up and the goals for the current one were announced.

The feedback platform allows citizens through the form on the Unified Portal of Public Services, the mobile application "State Services. Complaints, "as well as widgets on the websites of government bodies of the constituent entities of the Russian Federation and local self-government, send appeals to state and municipal bodies on a wide range of issues, as well as participate in polls, votes and public discussions. The pilot for its implementation began in March 2020.

"At the end of 2020, as part of the platform's work, a system for processing messages from citizens of 67 constituent entities of the Russian Federation was introduced, the functionality associated with voting on the distribution of parts of local and regional budgets - 57 regions. During this time, the POS received more than 83.6 thousand messages, votes were held on 135 projects, about 1.5 thousand surveys of citizens were posted. Local governments of pilot subjects held discussions with citizens of more than 450 draft regulatory legal acts on local issues, "Oleg Kachanov said.

Most of the messages from Russians in 2020 were received on issues related to roads, apartment buildings, courtyards and common areas, as well as social services and medicine.

Speaking about the federal services of the POS, the deputy minister recalled that in 2020 Public Services Portal a number of federal services were posted on. First of all, we are talking about services that Ministry of Health Russia allow citizens to report COVID-19 vaccination difficulties and problems with calling emergency medical care in conditions, pandemics as well as medical workers to share their opinion on treatment. COVID-19 In addition, a service is posted on public services to Ministry of Education of Russia receive feedback from parents of primary school students on the organization of hot meals in schools.

Oleg Kachanov also noted that the regions need to strengthen work on reports received through the federal services of the Russian Ministry of Health, since some regions already allow significant delays. The work of the regions with messages on feedback services within the framework of the COVID-19 topic is under the special control of the Government of the Russian Federation.

In addition, the Deputy Head of the Ministry of Digital Development of Russia recalled that for the convenience of citizens, the electronic form of POS requests through the Unified Portal of State and Municipal Services was updated. Already 2.5 thousand authorities and organizations have posted a widget with an updated electronic form on their websites.

According to Oleg Kachanov, the goal for 2021 is by November 1, 100% of regional executive bodies (ROIV) and 90% of local governments, as well as 50% of organizations, should ensure the implementation of the POS.

"The effectiveness of the work of regional leaders of digital transformation will be assessed, first of all, by the indicators of the introduction of end-to-end digital projects, one of which is the feedback platform," said the Deputy Head of the Ministry of Digital Development of Russia.

In general, the development of the feedback platform in 2021 provides for the expansion of functionality for voting, polling and discussion, processing messages and appeals, as well as working with content in the accounts of regional executive bodies and local governments (OMSU) in social networks. It is assumed that ROIV and OMSU, in addition to urban and rural settlements, will introduce all the existing platform functionality, and local governments of urban and rural settlements and other organizations will only process messages and appeals, as well as work with content in state tablets.

Launch of a platform for feedback of citizens with authorities

In July 2020, a feedback platform (POS) was put into trial operation, designed for the interaction of citizens with authorities. The application is available in the following regions: Moscow Region, Nizhny Novgorod Region, Republic of Bashkortostan, Republic of Kalmykia, Ryazan Region, Saratov Region, Tyumen Region, Khanty-Mansi Autonomous Okrug, Yaroslavl Region and Mordovia.

From August 1, the rest of the constituent entities of the Russian Federation, individual FOIVs and other organizations will join these regions. The second stage of testing will last until the end of 2020. The results of the first stage are as follows:

• 850 bodies and organizations are connected to the POS;
• more than 7,100 complaints were received;
• 135 projects were voted on;
• 780 citizen surveys were conducted, 210 draft regulatory legal acts were discussed with citizens;
• more than five thousand citizens took part in polls, votes and discussions.

Through widgets on the websites of authorities of constituent entities of the Russian Federation and local self-government, citizens can send complaints to state and municipal bodies on a wide range of issues, as well as participate in polls, votes and public discussions on projects for landscaping, reconstruction, construction, and land use. Some categories of complaints provide for expedited consideration.

The Ministry of Telecom and Mass Communications launched a platform for feedback from citizens with authorities

Widgets are associated with the Unified Portal of Public Services. Citizens can find out about the status and results of considering messages in their personal account at the EPGU. Also, users have the opportunity to evaluate the received answer (the result of solving the problem) on a five-point scale.

The platform will allow you to receive objective information about current problems of concern to citizens, and take the necessary measures to solve them. Based on statistics on receiving feedback from citizens, a rating of regions will be formed, - said Oleg Kachanov, deputy head of the Ministry of Telecom and Mass Communications of Russia.[3]

Notes