Promoting the receipt of public services in electronic form. Popularization of the receipt of public services in electronic form among students of educational organizations (guidelines)
Decree of the President Russian Federation dated May 7, 2012 No. 601 "On the main directions for improving the system government controlled"(paragraph "c") establishes that the share of citizens using the receipt mechanism by 2018 should reach a value of at least 70%.
The State Program "Information Society" establishes intermediate indicators for achieving the decree. In 2015, the share of users of electronic public services should be 40%, in 2016 - 50%, in 2017 - 60%.
Rosstat survey results
2016: leaders Tatarstan, KhMAO, Chuvashia
At the end of 2016 on average in the country 51.3% of the population of Russia use electronic state services, reported TAdviser in the Ministry of Telecom and Mass Communications with reference to results of interrogation of Rosstat.
The first place in this indicator, like a year ago, is occupied by Tatarstan (79.7%), the second - by the Khanty-Mansiysk Autonomous Okrug (74.1%), the third - by Chuvashia (69%).
The maximum growth in the share of users of electronic public services was recorded in KhMAO (from 27 to 74.1%), Ingushetia (from 8.5 to 54%) and the Kursk region (from 13.1 to 53.8%).
In Moscow, according to Rosstat, public services in in electronic format 65.3% of the population uses it, in St. Petersburg - 49%.
During the year, 10 regions immediately worsened their performance. Among them are the Republic of Tyva, the Yamalo-Nenets Autonomous Okrug, Altai region, as well as Pskov, Murmansk, Kurgan, Kaliningrad, Saratov, Leningrad and Arkhangelsk regions.
The worst situation with public services in electronic form is observed in the Jewish Autonomous Region (16%), the Karachay-Cherkess Republic (19.3%) and the Nenets Autonomous Okrug (19.4%).
The share of citizens using the mechanism for obtaining state and municipal services in electronic form (as a percentage of the total population that received state and municipal services in the corresponding subject of the Russian Federation)| Region | 2016 | 2015 | 2014 |
| Russian Federation | 51,3 | 39,6 | 35,2 |
| Central Federal District | 56,3 | 47,9 | 37,6 |
| Belgorod region | 51,1 | 40,5 | 21,1 |
| Bryansk region | 43,6 | 26,2 | 30,3 |
| Vladimir region | 62,5 | 45,6 | 39,8 |
| Voronezh region | 64,2 | 39,2 | 16,8 |
| Ivanovo region | 44,1 | 39,5 | 35,9 |
| Kaluga region | 68,7 | 40,4 | 34 |
| Kostroma region | 26 | 12 | 10,3 |
| Kursk region | 53,8 | 13,1 | 10,8 |
| Lipetsk region | 43,8 | 30,1 | 17,3 |
| Moscow region | 44 | 41,6 | 27,8 |
| Oryol Region | 38,3 | 19,9 | 10,7 |
| Ryazan Oblast | 48,1 | 22,7 | 11,3 |
| Smolensk region | 46,6 | 26,6 | 31,4 |
| Tambov Region | 52,8 | 35,2 | 10 |
| Tver region | 26,4 | 24 | 36 |
| Tula region | 61,5 | 55,6 | 23,5 |
| Yaroslavl region | 59,8 | 32,4 | 37,8 |
| Moscow city | 65,3 | 64,2 | 54,9 |
| Northwestern Federal District | 43,7 | 39,3 | 31,9 |
| Republic of Karelia | 30,6 | 26,8 | 33,4 |
| Komi Republic | 36,9 | 21,2 | 22,8 |
| Arhangelsk region | 29,9 | 43,8 | 50 |
| including Nenets Autonomous Okrug | 19,4 | 15,7 | 14,5 |
| Arkhangelsk region without autonomous okrug | 30,5 | 44,5 | 51 |
| Vologodskaya Oblast | 59,8 | 34,6 | 33,4 |
| Kaliningrad region | 49,5 | 58,4 | 57,7 |
| Leningrad region | 39,1 | 51 | 34,1 |
| Murmansk region | 31,5 | 37,8 | 22,2 |
| Novgorod region | 44,6 | 34,2 | 21,5 |
| Pskov region | 31 | 32,5 | 43,9 |
| St. Petersburg | 49 | 40,6 | 26,8 |
| Southern Federal District | 48,4 | 37,2 | 25,1 |
| Republic of Adygea (Adygea) | 34,7 | 12,5 | 12,7 |
| Republic of Kalmykia | 37,6 | 22,1 | 19,3 |
| Republic of Crimea | 23 | 16 | … |
| Krasnodar region | 52,4 | 28,4 | 36,2 |
| Astrakhan region | 32,9 | 29,8 | 16,9 |
| Volgograd region | 45 | 33 | 27,6 |
| Rostov region | 56,6 | 49,6 | 17,7 |
| Sevastopol | 30,3 | 15,2 | … |
| North Caucasian Federal District | 45,5 | 19,6 | 16,9 |
| The Republic of Dagestan | 22,3 | 2,5 | 1,8 |
| The Republic of Ingushetia | 54 | 8,5 | 2,8 |
| Kabardino-Balkarian Republic | 38,1 | 15,3 | 13,3 |
| Karachay-Cherkess Republic | 19,3 | 17,2 | 12,9 |
| Republic of North Ossetia-Alania | 60,2 | 34,1 | 21,8 |
| Chechen Republic | 53,5 | 40,3 | 37,7 |
| Stavropol region | 60,1 | 27,2 | 22 |
| Volga Federal District | 55,3 | 42,6 | 38,1 |
| Republic of Bashkortostan | 61,2 | 52 | 27,6 |
| Mari El Republic | 40,8 | 27,2 | 19 |
| The Republic of Mordovia | 60,7 | 40,9 | 60,7 |
| Republic of Tatarstan (Tatarstan) | 79,7 | 65,2 | 63 |
| Udmurt republic | 43,3 | 35,5 | 24 |
| Chuvash Republic - Chuvashia | 69 | 48,4 | 51,6 |
| Perm region | 39,2 | 34 | 33,6 |
| Kirov region | 44,1 | 33,8 | 23,2 |
| Nizhny Novgorod Region | 49,3 | 32,2 | 34,2 |
| Orenburg region | 51,3 | 18,5 | 14,6 |
| Penza region | 47,7 | 29,7 | 18,2 |
| Samara Region | 43 | 38 | 30,2 |
| Saratov region | 26 | 35,6 | 25,9 |
| Ulyanovsk region | 53,9 | 41,2 | 24,1 |
| Ural federal district | 53,1 | 35,2 | 47,1 |
| Kurgan region | 32,5 | 41,1 | 29,2 |
| Sverdlovsk region | 42,5 | 33,6 | 51,2 |
| Tyumen region | 67,7 | 37,4 | 54,8 |
| including Khanty-Mansi Autonomous Okrug | 74,1 | 27 | 62,3 |
| including Yamalo-Nenets Autonomous Okrug | 40,4 | 52,7 | 66,3 |
| Tyumen region without autonomous regions | 67,3 | 45,9 | 45,2 |
| Chelyabinsk region | 55,4 | 33,1 | 34,7 |
| Siberian Federal District | 40,8 | 30,3 | 29 |
| Altai Republic | 56,3 | 23,5 | 28,4 |
| The Republic of Buryatia | 30,6 | 12,2 | 12,7 |
| Tyva Republic | 30,1 | 30,3 | 26,4 |
| The Republic of Khakassia | 38,5 | 21,2 | 17,1 |
| Altai region | 31,1 | 32,2 | 27,6 |
| Zabaykalsky Krai | 35,1 | 23,1 | 30,8 |
| Krasnoyarsk region | 31,8 | 31,5 | 35,8 |
| Irkutsk region | 51,8 | 29,6 | 32,7 |
| Kemerovo region | 32,5 | 26,7 | 21,6 |
| Novosibirsk region | 50,6 | 28,9 | 28,9 |
| Omsk region | 54,7 | 42,7 | 30,1 |
| Tomsk region | 48,2 | 47,1 | 43,8 |
| Far Eastern Federal District | 48 | 33,9 | 41,8 |
| The Republic of Sakha (Yakutia) | 38,3 | 23,7 | 21,2 |
| Kamchatka Krai | 50 | 27,9 | 42,1 |
| Primorsky Krai | 59,8 | 54,8 | 66,1 |
| Khabarovsk region | 36,4 | 26,2 | 36,9 |
| Amur region | 62 | 38,9 | 27,1 |
| Magadan Region | 20,4 | 6,4 | 24 |
| Sakhalin region | 42,9 | 40,5 | 28,6 |
| Jewish Autonomous Region | 16 | 13,8 | 17,8 |
| Chukotka Autonomous Okrug | 20,8 | 8,3 | 19,7 |
2015: leaders Tatarstan, Moscow, Kaliningrad region
At the end of 2015, on average in the country, 39.6% of the population of Russia are users of electronic public services.
The first place in this indicator is occupied by Tatarstan (65.2%), the second - by Moscow (64.2%), the third - by the Kaliningrad region (58.4%).
Worst of all things are in Dagestan (2.5%), Magadan region (6.4%) and Chukotka district (8.3%), and the last two regions, according to Rosstat, worsened their performance compared to 2014.
The Ministry of Telecom and Mass Communications told TAdviser that they consider the tasks for 2015 for the provision of services in electronic form completed.
| This is evidenced by objective statistics on the functioning of the infrastructure e-government. Portal users in 2015 ordered federal services in electronic form 49.9 million times against 17.7 million in 2014. 192% increase in the number of orders regional services compared to 2014 - from 343 thousand to 997 thousand. Municipal services showed an increase of 67% - from 399 thousand to 668 thousand. We attribute such dynamics to overall growth the number of citizens using the Unified Portal of Public Services, and with the growing popularity of electronic public services. The average daily number of visitors to the Unified Portal of Public Services in 2015 increased by 28%. The number of Russians registered in the Unified Identification and Authentication System (ESIA) increased by 9.5 million in 2015. At the end of 2015, 22.5 million users were registered in the system. Every day about 26 thousand people register in the ESIA. A new user appears in the system every three seconds |
Methodology for assessing the number of users of electronic public services
The assessment of the number of applicants - citizens using the mechanism for obtaining state and municipal services in electronic form, is carried out by Rosstat (the methodology was approved by order of Rosstat dated July 8, 2013 No. 273).
The indicator is calculated by a selective survey of citizens aged 15 to 72 years. The sample size is 69 thousand people living in all subjects of the Russian Federation. The data obtained are distributed to the general population.
Respondents are asked the following questions:
- Have you interacted with authorities state power and local government and providers of state and municipal services in the last 12 months, and what methods were used for this?
- Please name the types of state or municipal services that you received through the official websites and portals of state and municipal services over the past 12 months.
- Are you registered on the Unified Portal of State and Municipal Services, the regional portal of state and municipal services?
The imperfection of the technique
The method of calculation of a share of the citizens using electronic public services, assuming Rosstat's poll, is admissible, but not ideal, the experts polled by TAdviser consider.
| A survey is a forced measurement method, because, unfortunately, we cannot measure this indicator directly, - says Mikhail Braude-Zolotarev, director of the RANEPA Center for IT Research and Expertise. - In the norm, it should be what is considered to be the receipt of public services in electronic form (for example, a simple visit to the EPGU - is it or not?) And automatic accounting of such facts |
A similar position is taken by Maksut Shadayev, Minister of IT, Communications and Public Administration of the Moscow Region:
When assessing the share of users of electronic public services, it is important to take into account the channels for their provision, as well as the types of services themselves, adds Timur Khafizov, director of the IT consulting center of the Institute of State and Municipal NRU management HSE.
Activities of federal and regional authorities to promote electronic public services
2015
October 15, 2015 at a meeting of the Subcommittee on the use information technologies when providing state and municipal services, methodological recommendations presented by the Ministry of Communications and Mass Media on informing citizens about the benefits of receiving public services electronic.
The document was designed to build unified system informing about the benefits of electronic public services and the formation of a simple and understandable language of communication with citizens when promoting them.
"We are entering the finish line on the implementation of Decree of the President of the Russian Federation No. 601 in terms of achieving the target indicators for the proportion of citizens using public services in electronic form. It is impossible to do this without popularization activities. We will hold local meetings on this issue, especially in problematic regions. These methodological recommendations for developing the Gosuslugi brand are a kind of preparation that allows us to significantly save time and money on promoting tasks in a particular region. I also urge the subjects to send their proposals for promotion to the Ministry of Telecom and Mass Communications of Russia. We are making centralized efforts, but without work in each individual region, this task cannot be solved," said Minister of Communications Nikolai Nikiforov.
The Ministry of Telecom and Mass Communications together with the Ministry of Economic Development until December 1, 2015 was instructed to work out the inclusion of these methodological recommendations in the regulations for the work of multifunctional centers (MFCs) and the sharing corporate identity"My Documents" and "Gosuslugi" to inform citizens in the MFC branches about the benefits of electronic public services.
Methodological recommendations were also approved to achieve target indicators for the share of citizens using public services in electronic form. The document contains typical steps that regions need to take to achieve this indicator, approved by Decree of the President of the Russian Federation No. 601.
"The use of methodological recommendations will make it possible to form and convey to citizens the advantages of electronic public services over traditional ones, and, as a result, increase the proportion of those who prefer to receive public services in electronic format", - said the Ministry of Telecom and Mass Communications.
Not all federal agencies approved plans to reach 70%
On July 3, 2015, the Government Commission on the use of IT to improve the quality of life instructed federal authorities authorities and state non-budgetary funds providing public services in electronic form, to approve plans agreed with the Ministry of Communications and Mass Communications to achieve an indicator of 70% of citizens using electronic public services.
As of October, 2015 it was made by 13 out of 50 departments (see a slide below), it is said in documents of the Ministry of Telecom and Mass Communications which TAdviser got acquainted with. Another 4 departments - the FSB, the Ministry of Finance, Rostourism and Rospechat, according to the Ministry of Communications, have already reached the figure of 70%.
In September 2015, the Ministry of Telecom and Mass Communications agreed on the "70% plan" of the Ministry of Education and Science.
One of the features of the draft plan is "Inclusion in an exemplary work program subject "Social Science" at the level of basic general and secondary general education studying of ways of interaction of citizens and the state, including by means of the electronic government", it is said in documents of the Ministry of Telecom and Mass Communications which TAdviser got acquainted with.
In June 2016, in the exemplary work program of the subject "Social Studies" (studyed from grades 6 to 9), the opportunity will be added to study the ways of interaction between citizens and the state, including through e-government.
In turn, in the register of exemplary basic educational programs the corresponding "registry" entry will be made.
"Due to this event, the Ministry of Education and Science of Russia plans to organize A complex approach with a long-term effect of increasing the degree of involvement of citizens in interaction with the state through e-government," the documents of the Ministry of Telecom and Mass Communications say.
The Ministry of Telecom and Mass Communications ordered an advertising campaign for electronic public services
In June 2015, the Ministry of Telecom and Mass Communications held a tender for the provision of services to inform users about the available services on the Single Portal, increase the availability of state and municipal services in electronic form, and increase awareness of citizens about this and their satisfaction.
The company "Digital Park Capital Group" won with an offer in the amount of 27.5 million rubles.
Decree of the President of the Russian Federation of May 7, 2012 No. 601 "On the main directions for improving the public administration system" (paragraph "c") establishes that the share of citizens using the receipt mechanism should reach at least 70% by 2018.
The State Program "Information Society" establishes intermediate indicators for achieving the decree. In 2015, the share of users of electronic public services should be 40%, in 2016 - 50%, in 2017 - 60%.
Rosstat survey results
2016: leaders Tatarstan, KhMAO, Chuvashia
At the end of 2016 on average in the country 51.3% of the population of Russia use electronic state services, reported TAdviser in the Ministry of Telecom and Mass Communications with reference to results of interrogation of Rosstat.
The first place in this indicator, like a year ago, is occupied by Tatarstan (79.7%), the second - by the Khanty-Mansiysk Autonomous Okrug (74.1%), the third - by Chuvashia (69%).
The maximum growth in the share of users of electronic public services was recorded in KhMAO (from 27 to 74.1%), Ingushetia (from 8.5 to 54%) and the Kursk region (from 13.1 to 53.8%).
In Moscow, according to Rosstat, 65.3% of the population uses electronic public services, in St. Petersburg - 49%.
During the year, 10 regions immediately worsened their performance. Among them are the Tyva Republic, the Yamalo-Nenets Autonomous Okrug, the Altai Territory, as well as the Pskov, Murmansk, Kurgan, Kaliningrad, Saratov, Leningrad and Arkhangelsk regions.
The worst situation with public services in electronic form is observed in the Jewish Autonomous Region (16%), the Karachay-Cherkess Republic (19.3%) and the Nenets Autonomous Okrug (19.4%).
The share of citizens using the mechanism for obtaining state and municipal services in electronic form(as a percentage of the total population that received state and municipal services in the corresponding subject of the Russian Federation)| Region | 2016 | 2015 | 2014 |
| Russian Federation | 51,3 | 39,6 | 35,2 |
| Central Federal District | 56,3 | 47,9 | 37,6 |
| Belgorod region | 51,1 | 40,5 | 21,1 |
| Bryansk region | 43,6 | 26,2 | 30,3 |
| Vladimir region | 62,5 | 45,6 | 39,8 |
| Voronezh region | 64,2 | 39,2 | 16,8 |
| Ivanovo region | 44,1 | 39,5 | 35,9 |
| Kaluga region | 68,7 | 40,4 | 34 |
| Kostroma region | 26 | 12 | 10,3 |
| Kursk region | 53,8 | 13,1 | 10,8 |
| Lipetsk region | 43,8 | 30,1 | 17,3 |
| Moscow region | 44 | 41,6 | 27,8 |
| Oryol Region | 38,3 | 19,9 | 10,7 |
| Ryazan Oblast | 48,1 | 22,7 | 11,3 |
| Smolensk region | 46,6 | 26,6 | 31,4 |
| Tambov Region | 52,8 | 35,2 | 10 |
| Tver region | 26,4 | 24 | 36 |
| Tula region | 61,5 | 55,6 | 23,5 |
| Yaroslavl region | 59,8 | 32,4 | 37,8 |
| Moscow city | 65,3 | 64,2 | 54,9 |
| Northwestern Federal District | 43,7 | 39,3 | 31,9 |
| Republic of Karelia | 30,6 | 26,8 | 33,4 |
| Komi Republic | 36,9 | 21,2 | 22,8 |
| Arhangelsk region | 29,9 | 43,8 | 50 |
| including Nenets Autonomous Okrug | 19,4 | 15,7 | 14,5 |
| Arkhangelsk region without autonomous okrug | 30,5 | 44,5 | 51 |
| Vologodskaya Oblast | 59,8 | 34,6 | 33,4 |
| Kaliningrad region | 49,5 | 58,4 | 57,7 |
| Leningrad region | 39,1 | 51 | 34,1 |
| Murmansk region | 31,5 | 37,8 | 22,2 |
| Novgorod region | 44,6 | 34,2 | 21,5 |
| Pskov region | 31 | 32,5 | 43,9 |
| St. Petersburg | 49 | 40,6 | 26,8 |
| Southern Federal District | 48,4 | 37,2 | 25,1 |
| Republic of Adygea (Adygea) | 34,7 | 12,5 | 12,7 |
| Republic of Kalmykia | 37,6 | 22,1 | 19,3 |
| Republic of Crimea | 23 | 16 | … |
| Krasnodar region | 52,4 | 28,4 | 36,2 |
| Astrakhan region | 32,9 | 29,8 | 16,9 |
| Volgograd region | 45 | 33 | 27,6 |
| Rostov region | 56,6 | 49,6 | 17,7 |
| Sevastopol | 30,3 | 15,2 | … |
| North Caucasian Federal District | 45,5 | 19,6 | 16,9 |
| The Republic of Dagestan | 22,3 | 2,5 | 1,8 |
| The Republic of Ingushetia | 54 | 8,5 | 2,8 |
| Kabardino-Balkarian Republic | 38,1 | 15,3 | 13,3 |
| Karachay-Cherkess Republic | 19,3 | 17,2 | 12,9 |
| Republic of North Ossetia-Alania | 60,2 | 34,1 | 21,8 |
| Chechen Republic | 53,5 | 40,3 | 37,7 |
| Stavropol region | 60,1 | 27,2 | 22 |
| Volga Federal District | 55,3 | 42,6 | 38,1 |
| Republic of Bashkortostan | 61,2 | 52 | 27,6 |
| Mari El Republic | 40,8 | 27,2 | 19 |
| The Republic of Mordovia | 60,7 | 40,9 | 60,7 |
| Republic of Tatarstan (Tatarstan) | 79,7 | 65,2 | 63 |
| Udmurt republic | 43,3 | 35,5 | 24 |
| Chuvash Republic - Chuvashia | 69 | 48,4 | 51,6 |
| Perm region | 39,2 | 34 | 33,6 |
| Kirov region | 44,1 | 33,8 | 23,2 |
| Nizhny Novgorod Region | 49,3 | 32,2 | 34,2 |
| Orenburg region | 51,3 | 18,5 | 14,6 |
| Penza region | 47,7 | 29,7 | 18,2 |
| Samara Region | 43 | 38 | 30,2 |
| Saratov region | 26 | 35,6 | 25,9 |
| Ulyanovsk region | 53,9 | 41,2 | 24,1 |
| Ural federal district | 53,1 | 35,2 | 47,1 |
| Kurgan region | 32,5 | 41,1 | 29,2 |
| Sverdlovsk region | 42,5 | 33,6 | 51,2 |
| Tyumen region | 67,7 | 37,4 | 54,8 |
| including Khanty-Mansi Autonomous Okrug | 74,1 | 27 | 62,3 |
| including Yamalo-Nenets Autonomous Okrug | 40,4 | 52,7 | 66,3 |
| Tyumen region without autonomous regions | 67,3 | 45,9 | 45,2 |
| Chelyabinsk region | 55,4 | 33,1 | 34,7 |
| Siberian Federal District | 40,8 | 30,3 | 29 |
| Altai Republic | 56,3 | 23,5 | 28,4 |
| The Republic of Buryatia | 30,6 | 12,2 | 12,7 |
| Tyva Republic | 30,1 | 30,3 | 26,4 |
| The Republic of Khakassia | 38,5 | 21,2 | 17,1 |
| Altai region | 31,1 | 32,2 | 27,6 |
| Zabaykalsky Krai | 35,1 | 23,1 | 30,8 |
| Krasnoyarsk region | 31,8 | 31,5 | 35,8 |
| Irkutsk region | 51,8 | 29,6 | 32,7 |
| Kemerovo region | 32,5 | 26,7 | 21,6 |
| Novosibirsk region | 50,6 | 28,9 | 28,9 |
| Omsk region | 54,7 | 42,7 | 30,1 |
| Tomsk region | 48,2 | 47,1 | 43,8 |
| Far Eastern Federal District | 48 | 33,9 | 41,8 |
| The Republic of Sakha (Yakutia) | 38,3 | 23,7 | 21,2 |
| Kamchatka Krai | 50 | 27,9 | 42,1 |
| Primorsky Krai | 59,8 | 54,8 | 66,1 |
| Khabarovsk region | 36,4 | 26,2 | 36,9 |
| Amur region | 62 | 38,9 | 27,1 |
| Magadan Region | 20,4 | 6,4 | 24 |
| Sakhalin region | 42,9 | 40,5 | 28,6 |
| Jewish Autonomous Region | 16 | 13,8 | 17,8 |
| Chukotka Autonomous Okrug | 20,8 | 8,3 | 19,7 |
2015: leaders Tatarstan, Moscow, Kaliningrad region
At the end of 2015, on average in the country, 39.6% of the population of Russia are users of electronic public services.
The first place in this indicator is occupied by Tatarstan (65.2%), the second - by Moscow (64.2%), the third - by the Kaliningrad region (58.4%).
Worst of all things are in Dagestan (2.5%), Magadan region (6.4%) and Chukotka district (8.3%), and the last two regions, according to Rosstat, worsened their performance compared to 2014.
The Ministry of Telecom and Mass Communications told TAdviser that they consider the tasks for 2015 for the provision of services in electronic form completed.
| This is evidenced by objective statistics on the functioning of the e-government infrastructure. Portal users in 2015 ordered federal services in electronic form 49.9 million times against 17.7 million in 2014. The number of ordered regional services increased by 192% compared to 2014 - from 343 thousand to 997 thousand. Municipal services showed an increase of 67% - from 399 thousand to 668 thousand. A single portal of public services, and with the growing popularity of electronic public services. The average daily number of visitors to the Unified Portal of Public Services in 2015 increased by 28%. The number of Russians registered in the Unified Identification and Authentication System (ESIA) increased by 9.5 million in 2015. At the end of 2015, 22.5 million users were registered in the system. Every day about 26 thousand people register in the ESIA. A new user appears in the system every three seconds |
Methodology for assessing the number of users of electronic public services
The assessment of the number of applicants - citizens using the mechanism for obtaining state and municipal services in electronic form, is carried out by Rosstat (the methodology was approved by order of Rosstat dated July 8, 2013 No. 273).
The indicator is calculated by a selective survey of citizens aged 15 to 72 years. The sample size is 69 thousand people living in all subjects of the Russian Federation. The data obtained are distributed to the general population.
Respondents are asked the following questions:
- In the past 12 months, have you interacted with state and local authorities and providers of state and municipal services, and what methods did you use?
- Please name the types of state or municipal services that you received through the official websites and portals of state and municipal services over the past 12 months.
- Are you registered on the Unified Portal of State and Municipal Services, the regional portal of state and municipal services?
The imperfection of the technique
The method of calculation of a share of the citizens using electronic public services, assuming Rosstat's poll, is admissible, but not ideal, the experts polled by TAdviser consider.
| A survey is a forced measurement method, because, unfortunately, we cannot measure this indicator directly, - says Mikhail Braude-Zolotarev, director of the RANEPA Center for IT Research and Expertise. - In the norm, it should be what is considered to be the receipt of public services in electronic form (for example, a simple visit to the EPGU - is it or not?) And automatic accounting of such facts |
A similar position is taken by Maksut Shadayev, Minister of IT, Communications and Public Administration of the Moscow Region:
When assessing the share of users of electronic public services, it is important to take into account the channels for their provision, as well as the types of services themselves, adds Timur Khafizov, director of the IT Consulting Center of the Institute of State and municipal government NRU HSE.
Activities of federal and regional authorities to promote electronic public services
2015
On October 15, 2015, at a meeting of the Subcommittee on the use of information technologies in the provision of state and municipal services, the methodological recommendations submitted by the Ministry of Telecom and Mass Communications for informing citizens about the benefits of receiving public services in electronic form were approved.
The document was developed to build a unified system of informing about the benefits of electronic public services and the formation of a simple and understandable language of communication with citizens when promoting them.
"We are entering the finish line on the implementation of Decree of the President of the Russian Federation No. 601 in terms of achieving the target indicators for the proportion of citizens using public services in electronic form. It is impossible to do this without popularization activities. We will hold local meetings on this issue, especially in problematic regions. These methodological recommendations for developing the Gosuslugi brand are a kind of preparation that allows us to significantly save time and money on promoting tasks in a particular region. I also urge the subjects to send their proposals for promotion to the Ministry of Telecom and Mass Communications of Russia. We are making centralized efforts, but without work in each individual region, this task cannot be solved," said Minister of Communications Nikolai Nikiforov.
The Ministry of Telecom and Mass Communications together with the Ministry of Economic Development until December 1, 2015 was instructed to work out the inclusion of these methodological recommendations in the regulations for the work of multifunctional centers (MFCs) and the joint use of corporate styles "My Documents" and "Gosuslugi" to inform citizens in MFC branches about the benefits of electronic public services.
Methodological recommendations were also approved to achieve target indicators for the share of citizens using public services in electronic form. The document contains typical steps that regions need to take to achieve this indicator, approved by Decree of the President of the Russian Federation No. 601.
"The use of methodological recommendations will make it possible to form and convey to citizens the advantages of electronic public services over traditional ones, and, as a result, increase the proportion of those who prefer to receive public services in electronic format," the Ministry of Communications and Mass Media said.
Not all federal agencies approved plans to reach 70%
On July 3, 2015, the Government Commission on the use of IT to improve the quality of life instructed federal authorities and state non-budgetary funds providing public services in electronic form to approve plans agreed with the Ministry of Telecom and Mass Communications to achieve an indicator of 70% of citizens using electronic public services.
As of October, 2015 it was made by 13 out of 50 departments (see a slide below), it is said in documents of the Ministry of Telecom and Mass Communications which TAdviser got acquainted with. Another 4 departments - the FSB, the Ministry of Finance, Rostourism and Rospechat, according to the Ministry of Communications, have already reached the figure of 70%.
In September 2015, the Ministry of Telecom and Mass Communications agreed on the "70% plan" of the Ministry of Education and Science.
One of features of the project of the plan is "Inclusion in the exemplary work program of a subject "Social Science" at the level of the basic general and secondary general education of studying of ways of interaction of citizens and the state, including by means of the electronic government", says in documents of the Ministry of Telecom and Mass Communications with which TAdviser got acquainted.
In June 2016, in the exemplary work program of the subject "Social Studies" (studyed from grades 6 to 9), the opportunity will be added to study the ways of interaction between citizens and the state, including through e-government.
In turn, the corresponding "registry" entry will be made in the register of exemplary basic educational programs.
"Due to this event, the Ministry of Education and Science of Russia plans to organize a comprehensive approach with a long-term effect to increase the degree of involvement of citizens in interaction with the state through e-government," the documents of the Ministry of Communications and Mass Media say.
The Ministry of Telecom and Mass Communications ordered an advertising campaign for electronic public services
In June 2015, the Ministry of Telecom and Mass Communications held a tender for the provision of services to inform users about the available services on the Single Portal, increase the availability of state and municipal services in electronic form, and increase awareness of citizens about this and their satisfaction.
The company "Digital Park Capital Group" won with an offer in the amount of 27.5 million rubles.
Decree of the President of the Russian Federation of May 7, 2012 No. 601 "On the main directions for improving the public administration system" (paragraph "c") establishes that the share of citizens using the receipt mechanism should reach at least 70% by 2018.
The State Program "Information Society" establishes intermediate indicators for achieving the decree. In 2015, the share of users of electronic public services should be 40%, in 2016 - 50%, in 2017 - 60%.
Rosstat survey results
2016: leaders Tatarstan, KhMAO, Chuvashia
At the end of 2016 on average in the country 51.3% of the population of Russia use electronic state services, reported TAdviser in the Ministry of Telecom and Mass Communications with reference to results of interrogation of Rosstat.
The first place in this indicator, like a year ago, is occupied by Tatarstan (79.7%), the second - by the Khanty-Mansiysk Autonomous Okrug (74.1%), the third - by Chuvashia (69%).
The maximum growth in the share of users of electronic public services was recorded in KhMAO (from 27 to 74.1%), Ingushetia (from 8.5 to 54%) and the Kursk region (from 13.1 to 53.8%).
In Moscow, according to Rosstat, 65.3% of the population uses electronic public services, in St. Petersburg - 49%.
During the year, 10 regions immediately worsened their performance. Among them are the Tyva Republic, the Yamalo-Nenets Autonomous Okrug, the Altai Territory, as well as the Pskov, Murmansk, Kurgan, Kaliningrad, Saratov, Leningrad and Arkhangelsk regions.
The worst situation with public services in electronic form is observed in the Jewish Autonomous Region (16%), the Karachay-Cherkess Republic (19.3%) and the Nenets Autonomous Okrug (19.4%).
The share of citizens using the mechanism for obtaining state and municipal services in electronic form(as a percentage of the total population that received state and municipal services in the corresponding subject of the Russian Federation)| Region | 2016 | 2015 | 2014 |
| Russian Federation | 51,3 | 39,6 | 35,2 |
| Central Federal District | 56,3 | 47,9 | 37,6 |
| Belgorod region | 51,1 | 40,5 | 21,1 |
| Bryansk region | 43,6 | 26,2 | 30,3 |
| Vladimir region | 62,5 | 45,6 | 39,8 |
| Voronezh region | 64,2 | 39,2 | 16,8 |
| Ivanovo region | 44,1 | 39,5 | 35,9 |
| Kaluga region | 68,7 | 40,4 | 34 |
| Kostroma region | 26 | 12 | 10,3 |
| Kursk region | 53,8 | 13,1 | 10,8 |
| Lipetsk region | 43,8 | 30,1 | 17,3 |
| Moscow region | 44 | 41,6 | 27,8 |
| Oryol Region | 38,3 | 19,9 | 10,7 |
| Ryazan Oblast | 48,1 | 22,7 | 11,3 |
| Smolensk region | 46,6 | 26,6 | 31,4 |
| Tambov Region | 52,8 | 35,2 | 10 |
| Tver region | 26,4 | 24 | 36 |
| Tula region | 61,5 | 55,6 | 23,5 |
| Yaroslavl region | 59,8 | 32,4 | 37,8 |
| Moscow city | 65,3 | 64,2 | 54,9 |
| Northwestern Federal District | 43,7 | 39,3 | 31,9 |
| Republic of Karelia | 30,6 | 26,8 | 33,4 |
| Komi Republic | 36,9 | 21,2 | 22,8 |
| Arhangelsk region | 29,9 | 43,8 | 50 |
| including Nenets Autonomous Okrug | 19,4 | 15,7 | 14,5 |
| Arkhangelsk region without autonomous okrug | 30,5 | 44,5 | 51 |
| Vologodskaya Oblast | 59,8 | 34,6 | 33,4 |
| Kaliningrad region | 49,5 | 58,4 | 57,7 |
| Leningrad region | 39,1 | 51 | 34,1 |
| Murmansk region | 31,5 | 37,8 | 22,2 |
| Novgorod region | 44,6 | 34,2 | 21,5 |
| Pskov region | 31 | 32,5 | 43,9 |
| St. Petersburg | 49 | 40,6 | 26,8 |
| Southern Federal District | 48,4 | 37,2 | 25,1 |
| Republic of Adygea (Adygea) | 34,7 | 12,5 | 12,7 |
| Republic of Kalmykia | 37,6 | 22,1 | 19,3 |
| Republic of Crimea | 23 | 16 | … |
| Krasnodar region | 52,4 | 28,4 | 36,2 |
| Astrakhan region | 32,9 | 29,8 | 16,9 |
| Volgograd region | 45 | 33 | 27,6 |
| Rostov region | 56,6 | 49,6 | 17,7 |
| Sevastopol | 30,3 | 15,2 | … |
| North Caucasian Federal District | 45,5 | 19,6 | 16,9 |
| The Republic of Dagestan | 22,3 | 2,5 | 1,8 |
| The Republic of Ingushetia | 54 | 8,5 | 2,8 |
| Kabardino-Balkarian Republic | 38,1 | 15,3 | 13,3 |
| Karachay-Cherkess Republic | 19,3 | 17,2 | 12,9 |
| Republic of North Ossetia-Alania | 60,2 | 34,1 | 21,8 |
| Chechen Republic | 53,5 | 40,3 | 37,7 |
| Stavropol region | 60,1 | 27,2 | 22 |
| Volga Federal District | 55,3 | 42,6 | 38,1 |
| Republic of Bashkortostan | 61,2 | 52 | 27,6 |
| Mari El Republic | 40,8 | 27,2 | 19 |
| The Republic of Mordovia | 60,7 | 40,9 | 60,7 |
| Republic of Tatarstan (Tatarstan) | 79,7 | 65,2 | 63 |
| Udmurt republic | 43,3 | 35,5 | 24 |
| Chuvash Republic - Chuvashia | 69 | 48,4 | 51,6 |
| Perm region | 39,2 | 34 | 33,6 |
| Kirov region | 44,1 | 33,8 | 23,2 |
| Nizhny Novgorod Region | 49,3 | 32,2 | 34,2 |
| Orenburg region | 51,3 | 18,5 | 14,6 |
| Penza region | 47,7 | 29,7 | 18,2 |
| Samara Region | 43 | 38 | 30,2 |
| Saratov region | 26 | 35,6 | 25,9 |
| Ulyanovsk region | 53,9 | 41,2 | 24,1 |
| Ural federal district | 53,1 | 35,2 | 47,1 |
| Kurgan region | 32,5 | 41,1 | 29,2 |
| Sverdlovsk region | 42,5 | 33,6 | 51,2 |
| Tyumen region | 67,7 | 37,4 | 54,8 |
| including Khanty-Mansi Autonomous Okrug | 74,1 | 27 | 62,3 |
| including Yamalo-Nenets Autonomous Okrug | 40,4 | 52,7 | 66,3 |
| Tyumen region without autonomous regions | 67,3 | 45,9 | 45,2 |
| Chelyabinsk region | 55,4 | 33,1 | 34,7 |
| Siberian Federal District | 40,8 | 30,3 | 29 |
| Altai Republic | 56,3 | 23,5 | 28,4 |
| The Republic of Buryatia | 30,6 | 12,2 | 12,7 |
| Tyva Republic | 30,1 | 30,3 | 26,4 |
| The Republic of Khakassia | 38,5 | 21,2 | 17,1 |
| Altai region | 31,1 | 32,2 | 27,6 |
| Zabaykalsky Krai | 35,1 | 23,1 | 30,8 |
| Krasnoyarsk region | 31,8 | 31,5 | 35,8 |
| Irkutsk region | 51,8 | 29,6 | 32,7 |
| Kemerovo region | 32,5 | 26,7 | 21,6 |
| Novosibirsk region | 50,6 | 28,9 | 28,9 |
| Omsk region | 54,7 | 42,7 | 30,1 |
| Tomsk region | 48,2 | 47,1 | 43,8 |
| Far Eastern Federal District | 48 | 33,9 | 41,8 |
| The Republic of Sakha (Yakutia) | 38,3 | 23,7 | 21,2 |
| Kamchatka Krai | 50 | 27,9 | 42,1 |
| Primorsky Krai | 59,8 | 54,8 | 66,1 |
| Khabarovsk region | 36,4 | 26,2 | 36,9 |
| Amur region | 62 | 38,9 | 27,1 |
| Magadan Region | 20,4 | 6,4 | 24 |
| Sakhalin region | 42,9 | 40,5 | 28,6 |
| Jewish Autonomous Region | 16 | 13,8 | 17,8 |
| Chukotka Autonomous Okrug | 20,8 | 8,3 | 19,7 |
2015: leaders Tatarstan, Moscow, Kaliningrad region
At the end of 2015, on average in the country, 39.6% of the population of Russia are users of electronic public services.
The first place in this indicator is occupied by Tatarstan (65.2%), the second - by Moscow (64.2%), the third - by the Kaliningrad region (58.4%).
Worst of all things are in Dagestan (2.5%), Magadan region (6.4%) and Chukotka district (8.3%), and the last two regions, according to Rosstat, worsened their performance compared to 2014.
The Ministry of Telecom and Mass Communications told TAdviser that they consider the tasks for 2015 for the provision of services in electronic form completed.
| This is evidenced by objective statistics on the functioning of the e-government infrastructure. Portal users in 2015 ordered federal services in electronic form 49.9 million times against 17.7 million in 2014. The number of ordered regional services increased by 192% compared to 2014 - from 343 thousand to 997 thousand. Municipal services showed an increase of 67% - from 399 thousand to 668 thousand. A single portal of public services, and with the growing popularity of electronic public services. The average daily number of visitors to the Unified Portal of Public Services in 2015 increased by 28%. The number of Russians registered in the Unified Identification and Authentication System (ESIA) increased by 9.5 million in 2015. At the end of 2015, 22.5 million users were registered in the system. Every day about 26 thousand people register in the ESIA. A new user appears in the system every three seconds |
Methodology for assessing the number of users of electronic public services
The assessment of the number of applicants - citizens using the mechanism for obtaining state and municipal services in electronic form, is carried out by Rosstat (the methodology was approved by order of Rosstat dated July 8, 2013 No. 273).
The indicator is calculated by a selective survey of citizens aged 15 to 72 years. The sample size is 69 thousand people living in all subjects of the Russian Federation. The data obtained are distributed to the general population.
Respondents are asked the following questions:
- In the past 12 months, have you interacted with state and local authorities and providers of state and municipal services, and what methods did you use?
- Please name the types of state or municipal services that you received through the official websites and portals of state and municipal services over the past 12 months.
- Are you registered on the Unified Portal of State and Municipal Services, the regional portal of state and municipal services?
The imperfection of the technique
The method of calculation of a share of the citizens using electronic public services, assuming Rosstat's poll, is admissible, but not ideal, the experts polled by TAdviser consider.
| A survey is a forced measurement method, because, unfortunately, we cannot measure this indicator directly, - says Mikhail Braude-Zolotarev, director of the RANEPA Center for IT Research and Expertise. - In the norm, it should be what is considered to be the receipt of public services in electronic form (for example, a simple visit to the EPGU - is it or not?) And automatic accounting of such facts |
A similar position is taken by Maksut Shadayev, Minister of IT, Communications and Public Administration of the Moscow Region:
When assessing the share of users of electronic public services, it is important to take into account the channels for their provision, as well as the types of services themselves, adds Timur Khafizov, director of the IT Consulting Center at the Institute of State and Municipal Administration of the National Research University Higher School of Economics.
Activities of federal and regional authorities to promote electronic public services
2015
On October 15, 2015, at a meeting of the Subcommittee on the use of information technologies in the provision of state and municipal services, the methodological recommendations submitted by the Ministry of Telecom and Mass Communications for informing citizens about the benefits of receiving public services in electronic form were approved.
The document was developed to build a unified system of informing about the benefits of electronic public services and the formation of a simple and understandable language of communication with citizens when promoting them.
"We are entering the finish line on the implementation of Decree of the President of the Russian Federation No. 601 in terms of achieving the target indicators for the proportion of citizens using public services in electronic form. It is impossible to do this without popularization activities. We will hold local meetings on this issue, especially in problematic regions. These methodological recommendations for developing the Gosuslugi brand are a kind of preparation that allows us to significantly save time and money on promoting tasks in a particular region. I also urge the subjects to send their proposals for promotion to the Ministry of Telecom and Mass Communications of Russia. We are making centralized efforts, but without work in each individual region, this task cannot be solved," said Minister of Communications Nikolai Nikiforov.
The Ministry of Telecom and Mass Communications together with the Ministry of Economic Development until December 1, 2015 was instructed to work out the inclusion of these methodological recommendations in the regulations for the work of multifunctional centers (MFCs) and the joint use of corporate styles "My Documents" and "Gosuslugi" to inform citizens in MFC branches about the benefits of electronic public services.
Methodological recommendations were also approved to achieve target indicators for the share of citizens using public services in electronic form. The document contains typical steps that regions need to take to achieve this indicator, approved by Decree of the President of the Russian Federation No. 601.
"The use of methodological recommendations will make it possible to form and convey to citizens the advantages of electronic public services over traditional ones, and, as a result, increase the proportion of those who prefer to receive public services in electronic format," the Ministry of Communications and Mass Media said.
Not all federal agencies approved plans to reach 70%
On July 3, 2015, the Government Commission on the use of IT to improve the quality of life instructed federal authorities and state non-budgetary funds providing public services in electronic form to approve plans agreed with the Ministry of Telecom and Mass Communications to achieve an indicator of 70% of citizens using electronic public services.
As of October, 2015 it was made by 13 out of 50 departments (see a slide below), it is said in documents of the Ministry of Telecom and Mass Communications which TAdviser got acquainted with. Another 4 departments - the FSB, the Ministry of Finance, Rostourism and Rospechat, according to the Ministry of Communications, have already reached the figure of 70%.
In September 2015, the Ministry of Telecom and Mass Communications agreed on the "70% plan" of the Ministry of Education and Science.
One of features of the project of the plan is "Inclusion in the exemplary work program of a subject "Social Science" at the level of the basic general and secondary general education of studying of ways of interaction of citizens and the state, including by means of the electronic government", says in documents of the Ministry of Telecom and Mass Communications with which TAdviser got acquainted.
In June 2016, in the exemplary work program of the subject "Social Studies" (studyed from grades 6 to 9), the opportunity will be added to study the ways of interaction between citizens and the state, including through e-government.
In turn, the corresponding "registry" entry will be made in the register of exemplary basic educational programs.
"Due to this event, the Ministry of Education and Science of Russia plans to organize a comprehensive approach with a long-term effect to increase the degree of involvement of citizens in interaction with the state through e-government," the documents of the Ministry of Communications and Mass Media say.
The Ministry of Telecom and Mass Communications ordered an advertising campaign for electronic public services
In June 2015, the Ministry of Telecom and Mass Communications held a tender for the provision of services to inform users about the available services on the Single Portal, increase the availability of state and municipal services in electronic form, and increase awareness of citizens about this and their satisfaction.
The company "Digital Park Capital Group" won with an offer in the amount of 27.5 million rubles.
During the campaign, mobile brigades consisting of youth activists and employees of the MFC will hold meetings with teams of enterprises, students and other groups of the population. Also, a lot of work will be organized to popularize the portal of public services in rural areas. Directly during the explanatory conversations, residents will have the opportunity to register on the public services portal and confirm their account. Within the framework of the project, a mobile car will be organized that will carry out trips around the Ivanovo region. The work of a mobile team has also been organized, which will advise the population of the Ivanovo region, primarily residents of remote areas, villages, on obtaining state and municipal services in electronic form. Volunteers will visually tell and show all the mechanisms of work on the State Services portal. All this can be done in a mobile car with the help of volunteers and specialists of the MFC. Departure of the mobile brigade will be organized in the same way large enterprises region, where, without departing from production, if desired, it will be possible to receive consulting assistance, register, restore your account on the State Services portal. As a result of the project, more than 70% of the population of the Ivanovo region will be registered on the portal, as well as receive high-quality advice on working on the portal, because you can get public services without leaving your home. Through the portal of public services, you can get and replace the passport of a Russian citizen, issue a passport, register at the place of residence, obtain certificates of no criminal record, register vehicle, receive notifications about pension savings, make an appointment with a doctor, get information about accrued taxes, traffic police fines and court debts, make payments electronically and much more.Goals
- Popularization of the portal of state and municipal services among the population.
Tasks
- Reduction of queues in public institutions.
- Registration of the population on the public services portal.
- Provision of information and advisory assistance to the population.
- Popularization among citizens of the provision of state and municipal services in electronic form.
- Expansion of the information space on the possibilities for citizens to receive state and municipal services.
Substantiation of social significance
The project involves the implementation of the project in accordance with the execution of subparagraph "c" of paragraph 1 of the Decree of the President of the Russian Federation dated May 7, 2012 No. 601 "On the main directions for improving the public administration system." Today, the state and society face the main task of providing state and municipal services in electronic form, but according to statistics, only 40% of the population have used this service. The issue of eliminating queues in budget institutions. However, a large part of the population prefers to use services in the usual format, not suspecting that it is possible to use the possibilities of the Internet to receive services. At present, government and municipal organizations the Internet is increasingly used to organize interaction with citizens and legal entities. The e-government portal is actively functioning, various information portals state and municipal authorities, state websites through which you can get a whole range of relevant services, incl. and in the field of education, submit a tax return, make an appointment with a doctor, etc. The main window of access to public services in electronic form is Single portal state and municipal services. A single portal is available to any user of the information and telecommunication network Internet and is organized in such a way as to provide simple and efficient search information on state or municipal services. The world is becoming more mobile and life is becoming more stressful. Sometimes citizens simply do not have time to resolve all the accumulated issues. In addition, as practice has shown, the provision of electronic services leads to faster processing of applications than those documents that were submitted to "real" structures. In addition, over time, more and more people prefer computer typing than pen and paper. This also allows us to say that electronic services in the future will become more in demand, and therefore, to develop this direction just necessary.11/30/2015, Mon, 18:49, Moscow time
In order to raise awareness of citizens about the benefits of providing public services in electronic form, the Ministry of Telecom and Mass Communications of the Russian Federation approved the appropriate methodology. The document contains recommendations on how to carry out work to inform service recipients, what tools, resources, and techniques to use. In order to apply uniform standards and recognizable logos and maintain a uniform style, the regulator provided interested departments with promotional materials and templates that will facilitate the campaign to popularize public services. The methodology involves regular monitoring of the quality of ongoing activities. A special repository with materials is located at the link. The Guidelines contain a number of provisions that may raise questions in the process of their application and require, in our opinion, additional interpretations. The CNews publication asked the Ministry of Telecom and Mass Communications of the Russian Federation about this for clarification. Comments were given by Alexander Pavlovich, Deputy Director of the Electronic Government Development Department of the Ministry of Communications of Russia.
1. Clause 2.1. paragraph 4: It is advisable to create a special thematic section on the website of the OIV on the provision of public services.
Question: The expediency of creation suggests an optional nature. Will the presence or absence of such a section affect the assessment of the level of awareness of citizens conducted by the Ministry of Communications?
Explanation: Methodological recommendations are a set of recommendations and their failure to comply cannot lead to punitive measures. Nevertheless, the proposed set of measures is aimed at raising citizens' awareness of e-government services. The awareness rating itself is measured regardless of the channels of communication through which the state “speaks” to citizens.
2. Clause 2.3: The current versions of information materials for the official website are posted by the regional department from section 1.2 of the repository of the Ministry of Communications of Russia.
Question: It is known that public services from federal executive authorities and regional executive authorities are diverse and do not always coincide. Will the information materials from the repository contain examples of service descriptions, infographics, news, articles, videos, text scripts for call centers for all public services in the country, or does each region specify examples for specific services from its register?
Explanation: The materials in the repository will contain the rules for creating materials, stylistic recommendations, a description of the logic of building effective communications, a detailed brand book of public services, as well as examples of the correct application of these recommendations. As a result, the authorities will be able to independently prepare promotional materials, adhering to the recommended rules. At the same time, the Ministry of Telecom and Mass Communications of Russia plans to carry out an expert selection best examples made promotional materials and also replenish the created repository with their help. Thus, the authorities will be able to get access to ready-made, debugged and tested for compliance with methodological recommendations promotional materials. What is important here is the openness of the results obtained and the willingness to share them with the whole country in the common interest.
3. Question: Information in the repository is updated within three business days. How do you plan to inform the regions about changes in certain data in the repository?
Explanation: There are no special mailing lists about updating anything in the repository. Its use is an absolutely open process for the authorities. The goal is to obtain a synergistic, positive for the country effect of increasing awareness and recognition of electronic public services through the use of unified, thoughtful and mutually supportive communications throughout the country.
4. Clause 2.11: It is advisable to ensure interaction with users on the official websites of departments using various interactive services.
Question: This item involves the finalization of the sites of the OIV. Will a pilot region (PIU) be identified, an example of which could be used for other PIOs? The item is also advisory in nature, will its implementation affect the assessment of the level of satisfaction of the population
Explanation: The popularization of electronic public services does not yet imply pilot launches. To implement this specific recommendation, the JIU may, within the framework of own development sponsored site or portal to produce necessary work. The implementation of this recommendation will not affect the formal assessments of public satisfaction, but will definitely increase its level in the perception of citizens.
5. Clause 2.12: In accordance with federal law No. 8-FZ, relevant regulations on the procedure for informing citizens should be adopted.
Question: These documents should already be adopted by departments, that is, now we are only talking about supplementing them with provisions on the procedure for informing citizens about public services, including the use of materials from the repository?
Explanation: Here, emphasis is placed on the importance of accurate and complete implementation of already adopted regulations, and with the help of approved methodological recommendations, we simply help to do this more efficiently, more clearly and easier for citizens.
6. Section 4.1: Employees authorized to work with citizens and organizations must have competencies in the provision of public services in electronic form.
Question: As a result of fulfilling this requirement, this category of employees will not differ much from the qualifications of the MFC employees, and maybe even more qualified, since they will have to seriously “pull up” the level of their knowledge?
Explanation: Citizens have the right to seek help from various departments of OIVs and other “points of contact with the state”, and everywhere they should have the opportunity to receive competent, high-quality and friendly service in a simple and understandable language regarding the use of electronic public services. Taking into account the fact that, in general, service and other areas of life in modern world more and more are moving to the Internet, the proposed methodological recommendations contain specialized theses on how to help citizens transfer communication with the state to the Internet. We are sure that in many places the level of knowledge will simply need to be refreshed, and somewhere it will be seriously “pulled up” in the interests of citizens.
7. Clause 4.2.3
Question: The relevant structures have a new responsibility - content analysis of the media. How do you see the implementation of this item by the departments, how ready are they now for such work?
Explanation: Each EPO is constantly working with the media, informing citizens about what is happening in their area, as well as about what is being done for citizens and why. The recommended content analysis will allow JPOs, on the one hand, to better understand how citizens and the press respond to their services, and, on the other hand, to place appropriate emphasis in their own public communications in favor of popularizing more convenient ways electronic receipt public services.
8. Section 5.1: Development of educational programs for the main general education school programs.
Question: Are the regions able to cope with this task on their own? Is there a need to develop a model standard or program at the federal level and then replicate it in the regions?
Explanation: We see this issue as most effectively solved if work on methodological recommendations is carried out simultaneously at the federal and municipal levels. The issue is multifaceted, so it is worth talking in more detail about the success in solving it not now, but already after the specific work has been carried out.
9. Clause 6.2
Question: What indicators are planned to be developed to assess the level of awareness of citizens about the receipt of state and municipal services in electronic form?
Explanation: The assessment criteria and the assessment itself will allow the JIVs to carry out, first of all, their own monitoring by the method of “self-examination” of how detailed and successfully they manage to follow the approved methodological recommendations. As a result, if some areas are not emphasized, the JIU itself will be able to regulate this issue at its own level.
From the point of view of the evaluation criteria, we plan to produce a simple factual expert analysis of how the recommendations are being implemented. No complicated arithmetic is needed here. The recommendations are based on the best world and industry design practices, as a result, the greater their proportion can be fulfilled, the better the quality of service will be offered to citizens.
10. Clause 6.3
Question: What publicly available Russian-made tool for assessing site traffic and analyzing user behavior is recommended to be installed?
Explanation: We are talking about "Yandex.Metrika" - a tool designed to analyze the audience, the quality of the traffic received during advertising campaigns, as well as the overall traffic of websites.
