The government of the Tyumen region uses Directum RX to process citizens' messages from the Feedback Platform

2023: Using Directum RX to process citizen messages from the Feedback Platform

Government of the Tyumen region uses Directum RX to process citizens' messages from the Feedback Platform. The company Directum announced this on November 14, 2023.

As a result, the labor costs of employees for processing citizens' messages and preparing answers decreased.

The feedback platform (POS) is a digital tool for communication between Russians and the authorities. Users can ask questions to government agencies in three ways:

• through the form on the State Public services portal;
• in the mobile application "Public services. We decide together ";
• through widgets on authorities sites.

The volume of requests from citizens on the platform is regularly growing, along with it, the labor costs of civil servants for processing messages are increasing. The government of the Tyumen region has optimized the process using the "Integration with PIC" solution based on Directum RX.

Now civil servants work with messages from applicants electronic document management system Tyumen in the region: they process questions and prepare answers to government regulations. Requests of citizens from the POS are automatically loaded into Directum RX, the work status and response are transmitted back. Employees register messages in electronic journals according to the approved list of cases. Messages are entered in a separate register, where it is convenient to control the deadlines for their execution.

Integration with the feedback platform is implemented in 43 organizations: executive authorities of the region and local self-government, departments and state institutions of the administration of Tyumen and the Tyumen region. The government plans to develop templates for standard responses to citizens' requests. The functionality of the solution will also expand: users will be able to redirect messages to other executive authorities.

Thanks to the solution, we gave employees the opportunity to work with citizens' requests in a single window, connected more users to message processing. This helped to increase the speed and quality of the process. Also in Directum RX it is convenient to control all the work of employees of the authorities: from fulfilling instructions, preparing official letters to processing messages from the POS, - said Stanislav Loginov, Director of the Department of Informatization of the Tyumen Region.

As of November 2023, all employees of regional and municipal authorities use the software. 30 business processes are digitalized, including: personnel document management, contractual work, management of citizens' appeals.

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On March 14, 2022, Directum announced that now authorities employees work in a single electronic document management and workflow system created on the basis of Russian software.

Previously, document management and workflow in executive authorities, subordinate institutions and municipalities of the Tyumen region were carried out in different programs. For this reason, there were often difficulties with the integration and configuration of software, including due to the difference in functionality and version of systems, thereby complicating their maintenance and technical support.

To create a single solution for all levels of government, a competitive procedure was carried out in accordance with the 44-FZ. According to its results, a project for the introduction of a system based on Directum RX, a software product that is being developed in Russia and is included in the Register of Domestic Software (entry No. 4499 of 16.04.2018), was launched in the Tyumen Region.

According to the company, Directum RX takes into account 100% Russian of workflow standards, as well as formats approved. The FTS system supports work with free system-wide and office software: OS families,, Linux PostgreSQL DBMS packages, "," "and LibreOfficeMy Office. P7 Office Onlyoffice The developer - the company - "Directives" also has the ability to licenses FSB FSTEC create. software

The project team included the Department of Informatization of the Tyumen Region, employees of the subordinate institution GKU TO "CITTO," the company "System-Consult" (partner of the system developer), as well as representatives of other executive bodies - they took part in the description of current processes, coordination of design solutions and test operation.

Specialists analyzed the current workflow and IT infrastructure, after which they implemented the project of a single cloud system and trained users to work in it.

Thanks to the comprehensive implementation of Directum RX in the Tyumen region:

• automated consideration of citizens' appeals received from the regional Service Portal;
• accelerated the preparation of correspondence and exchange with federal authorities and other constituent entities of the Russian Federation (through a connector according to the MED 2.7.1 scheme and below);
• increased the efficiency of the work of employees and strengthened the control of the performing discipline.

As of mid-March 2022, 252 subordinate organizations and 278 local governments were connected to Directum RX - 5 administrations of urban districts, 20 administrations of municipal districts and 253 rural settlements. More than 7,000 users work in a single system, including 100% of government civil servants.

The project is ongoing. In 2022, according to the information company, Directum RX will begin working in the City Administration. Tyumen Also Government of the Tyumen region , they consider the implementation of intellectual services for Directum Ario processing incoming correspondence and other developer solutions that can be implemented on the basis of the current system.