The ministry believes that the new system will improve the efficiency of processing appeals. Complaints will know how it goes.
Photo: Sergey Karpukhin / TASS
The Ministry of Communications has prepared a bill in accordance with which the government services portal will become a single electronic window for appealing to authorities, Kommersant reports. According to the document, citizens registered in the Unified System of Identification and Authentication (ESIA) will be able to file a complaint.
The draft law provides that appeals sent through the portal will be automatically forwarded to the authorized body. Their authors will be able to receive notifications of the progress of the review. Artificial intelligence will be used to study typical queries.
In addition to the public services portal, a complaint can be submitted through multifunctional centers or by mail.
Oleg Pak, the First Deputy Head of the Ministry of Communications, explained the need to create a window of appeals on the public services portal by the fact that now complaints are sent through forms on various official websites or by e-mail, and applicants often do not even know if their messages have been received. “To find out the fate of the appeal, you need to call the information phones, which are often busy or do not answer. All this works extremely inefficiently, ”he admitted.
The Ministry of Telecom and Mass Media has proposed connecting Avito, TsIAN and Avto.ru to public services
Boris Edidin, a member of the digital economy legal support committee for the Moscow branch of the Bar Association, sees another advantage in the new system. In his opinion, localization on a single platform and reliable identification of applications will solve the problem of “planned provocations” in relation to mass and repeated appeals. At the same time, he noted that the bill does not solve the problem of assessing the effectiveness of considering citizens ’appeals, that is, how much the applicant is satisfied with the results of interaction with the state agency, and the official is interested in resolving the issue on the merits.
Another weakness of the system, Nikolai Legkodimov, head of technological practice at KPMG in Russia and the CIS, considers reassignment routes. “They should not violate the basic principle when a complaint cannot be directed to the agency that they are complaining about,” he said.
According to Kommersant, a total of 119 million people are registered in ESIA. At the same time, 69.5 million accounts were confirmed.