Translation. Region: Russian Federal
Source: Ministry of Economic Development (Russia) – Ministry of Economic Development (Russia) –
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The Ministry of Economic Development of the Russian Federation has approved a new regulation on the Information and Analytical System for Monitoring the Quality of Public Services (IAS MKGU). The key innovation of the document was a significant expansion of the system's functionality. Now, not only are citizen reviews on the quality of state and municipal services collected and processed, but they are also analyzed using the BI analytical module. This allows for continuous monitoring of service quality in automatic mode, analyzing objective data from information systems regardless of the form in which they are provided.
The monitoring tracks the life cycle of the provision of services and electronic services. Monitoring is carried out on more than 20 indicators: refusals, delays, technical errors, level of complaints, assessment, level of satisfaction, feedback conversion and others. Based on the results, ratings of services, departments and subjects of the Russian Federation are formed. Last year, modern public opinion research tools were integrated into the system, including monitoring of social networks, a service for sending notifications and collecting feedback from applicants via the VK social network was launched.
Currently, 57 subjects of the Russian Federation are connected to the system. More than 5.3 million notifications were delivered to citizens, of which more than 1.17 million contained a feedback collection questionnaire. By May 2025, the conversion rate of feedback collection in VK through the Vashkontrol service was 82.1%.
"All these changes will allow us to promptly identify problem areas in the provision of public services and respond to them promptly, which will ultimately increase citizens' satisfaction with the work of government agencies. The updated IAS MKGU has become another step in the digital transformation of public administration on the way to increasing the efficiency of interaction between the authorities and society," said State Secretary – Deputy Minister of Economic Development of Russia Alexey Khersontsev.
IAS MKGU was created in 2012 to collect feedback and calculate the level of citizen satisfaction with the quality of services. Initially, the system was limited to monitoring 63 of the most popular services, but now all services and electronic services in the country will be covered.
Currently, representatives of ministries and departments of federal and regional government levels and MFCs are registering to gain access to personal accounts of the IAS MKGU, where they will be able to monitor the quality of their services in real time, receive information on deviations from target values and recommendations for eliminating deficiencies identified during monitoring.
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