Ministry for digital development, communications and mass communications of Russia made a proposal to make the portal the single window for complaints and appeals of citizens to the authorities. To use the service will be able Russians, registered in the unified system of identification and authentication (ESIA) of public services, said on Monday the newspaper "Kommersant" with reference to the bill drafted by the Ministry.
From the explanatory note to the document says that the portal will be created for specific categories of situations for referral appeals and complaints implemented automatic redirection handling with the competent authority notification of the proceedings, as well as the structuring of complaints and the use of artificial intelligence (AI) for handling routine queries.
In addition, appeals and complaints can be submitted in written form, in multifunctional centers or by mail. According to "Kommersant" the bill drafted by the Ministry of communications shall enter into force 180 days after publication, because this is the time required for the adoption of by-laws and finalization of the portal of public services.
The newspaper also quotes the opinion of the Ministry, according to which each year the citizens of Russia sent approximately 10 million letters, including complaints, applications and proposals on various issues, 250 thousand public authorities at all levels. As explained by Deputy Minister Oleg Pak, about 65% of applications are sent via email or via forms on official websites.
"Is often inconvenient – each time it’s different sites, addresses, ways to use it – it works very inefficiently. Citizen sends an address and don’t know received or not, and to know the fate of the treatment, you need to call reference phones, which are often busy or do not answer", – said the newspaper pack.
According to the Deputy Minister, the bill will allow to solve these problems and increase the efficiency of interaction of state bodies when considering complaints and appeals.