Next is better: a reboot of public services is underway in Russia
The Government of the Russian Federation is undergoing a comprehensive transformation of public services, which, as reported, should bring them to a new level. As part of the reboot, the transition from disparate services to "life situations" is envisaged. In addition, responsible coordinators will be appointed to monitor the quality of the services provided. Read more about the innovations in the Izvestia article.
Reboot of public services
The Russian government has engaged in a comprehensive transformation of public services. As told to Izvestia in the office of Dmitry Grigorenko, Deputy Chairman of the Government of the Russian Federation and head of the government staff, the reboot provides for:
— transition from disparate services to "life situations";
— implementation of strict quality standards;
— personal responsibility of department staff for each service.
— People do not need individual services, but ready-made solutions for life situations. When a person retires, opens a business, or files documents at the birth of a child, they must receive all the necessary services in a package. Without having to understand the nuances of the work of different departments and the collection of unnecessary documents. Each service should be convenient and fast. And it doesn't matter where a person gets it — in a big city or a small village. To ensure this, quality standards for public services have been introduced and curators of each of them are appointed," Dmitry Grigorenko told Izvestia.
As noted in the office, to simplify the work on the provision of public services in their launch in each region of the country, special "designers" are used, the blocks of which can be filled out by employees of departments in accordance with the regional specifics of services.
Curators become an important part of the reboot, whose duties include working with feedback from citizens, ensuring the development of a particular service, as well as eliminating system failures and errors. At the same time, the person applying for the service will know exactly who is personally responsible for its quality. At the moment, responsible employees of departments have been appointed for 725 federal government services.
Call to order
The Public Services portal is a large—scale project that has no analogues in the world, says Eldar Murtazin, a leading analyst at Mobile Research Group, adding that in such a large country as Russia, its existence makes life easier for both the state and users.
The very idea of the portal is to simplify and digitalize the process of providing public services to citizens as much as possible, says Alexandra Pozharskaya, an expert at the Popular Front For Borrowers' Rights project.
"This is a service approach that allows, on the one hand, to solve your tasks more comfortably and faster, and on the other, to relieve government agencies of queues and unnecessary paperwork," she notes.
Over a decade and a half of its development, the portal has evolved into a backbone superservice, the functionality of which is in demand in all spheres of public life, without exception, says Timur Sadykov, head of the Laboratory of Artificial Intelligence, Neurotechnology and Business Analytics at Plekhanov Russian University of Economics.
"The portal has become the modern digital face of the Russian state, providing previously unattainable comfort and speed in the interaction of citizens with all major government agencies," the Izvestia interlocutor believes.
"Public services" today include a huge number of services, Denis Kuskov, CEO of the information and analytical agency TelecomDaily, draws attention. The Max robot helps with their use, which allows you to identify the necessary service and understand where it is located. However, this is not always possible.
The portal of public services is currently a very convenient but highly fragmented service, confirms Vadim Kovrigin, associate professor at the Institute of Economics, Management and Law at Moscow State Pedagogical University.
— Over the years of its development, thousands of government services and services have gathered on one portal. Navigation is not always convenient because of this," he warns.
The evolution of "Public Services"
According to Vadim Kovrigin, the transition to architecture in the format of "life situations" is a long-standing trend in the development of Internet portals. Many banks, some non-profit and business projects have reformatted their platforms in this form.
Research on the user experience of portals shows that the effectiveness of services is highest if they are located one or three mouse clicks away from the main page, says the expert. And this efficiency decreases dramatically if you need to navigate to the desired service in the submenu more than three times on a large portal.
"Studying the behavioral model of people and taking it into account when developing standards for the use of "life situations" will make it easier for most users to use the application," believes Denis Kuskov.
Grouping services in the "life situations" block with the introduction of routing of user algorithms will allow citizens to solve their problem without unnecessary visits to different offices and collect the necessary documents, explains Alexandra Pozharskaya.
"Russians will spend even less time solving their issues, less money on trips to government agencies and paperwork, and their overall stress levels will decrease," she expects.
The development of uniform standards in the transition to the format of "life situations" in "Public Services" is designed to increase the effectiveness of user interaction with the portal, Kovrigin is convinced. Systematic work to streamline the functioning of the resource is necessary to ensure the quality of services provided and the safety of users, Sadykov is convinced.
In the future, the reboot of "Public Services" will make the lives of ordinary users easier and safer, he believes. However, the improvement of the algorithmic base of the portal should occur in conjunction with improving the skills of users, the expert clarifies.
When forming quality standards, it is worth considering the availability of scenario descriptions and user support services, Pozharskaya adds. This will meet the interests of certain categories of citizens, whose psycho-emotional and age characteristics make special formulations and terms difficult to understand.
— We are talking about the elderly and young people. The former very often need simple and detailed explanations in principle in any, even a familiar household situation. The latter do not have the necessary life experience and knowledge," explains the interlocutor of Izvestia.
The key points in the formation of service quality standards should be clearly defined algorithms of actions of responsible persons and their roles in the process of service provision, says Associate Professor of the Department of Strategic and Innovative Development of the Financial University Mikhail Khachaturian.
— It is obvious that the emergence of the institute of curators from state authorities will create an additional mechanism for monitoring the processes of providing public services and the functioning of the superapplication and interaction with citizens in case of difficult situations, — he emphasizes.
The introduction of strict quality standards and personal responsibility of departmental staff for the provision of each service will simplify the lives of users and improve the quality of services provided. Practice and life show the effectiveness of this tool, summarizes Pozharskaya.
What will change at Gosuslugi in the coming years
As mentioned earlier, it is planned to increase the number of "life situations" by the end of 2025.
The Life Situations service is a range of services that people need in certain circumstances. They turn out to be integrated and assembled in one place — on "Public Services". The service is part of the federal project "State for People" and is supervised by Dmitry Grigorenko.
According to Dmitry Grigorenko's office, 99% of mass socially significant services are planned to be converted to electronic format by the end of 2030. Now 90% has been implemented.
— The number of services that should be provided online and in a proactive format has also been established. That is, at the time of conversion or at the onset of an event in a person's life. There is no need to fill out applications and submit documents, as the departments will receive them themselves from the state registers in advance. It is enough for a citizen to give his consent to receive the service via the Internet," the office said.
Currently, eight such services are operating, and 25 more are expected to be implemented by the end of 2025.
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