Annual monitoring is conducted in order to identify typical and specific problems of transferring public and municipal services into electronic form, their systematization and analysis. The result of the monitoring is providing the operator of the Public Services Portal, as well as the heads of the agencies working on transferring public and municipal services into electronic form, with the information necessary for making management decisions. The monitoring process evaluates the quality of the procedures available to an applicant when receiving electronic services on the Public Services Portal (gosuslugi.ru) and on regional portals: the opportunity to get acquainted with complete and up-to-date information on the service’s page, the opportunity to submit an electronic application for a service and get feedback from the agency providing that service, the opportunity to electronically make an appointment with the agency providing the service, the opportunity to pay a state fee, etc.
A total of 1143 priority regional services have been researched. In general, the number of services transferred to the electronic form in comparison with 2017 has increased: for example, the number of school enrollment services, services for the provision of subsidies to pay for housing and utilities, and services to issue building permits has increased. Half of the evaluated services contain all the necessary information on their pages. On the pages of the remaining half of the services, on average, one third of the necessary information is missing (or the information is incorrect). Overall, the level of the information completeness is quite high (87%) and stable (86% in 2017).
Only the services, the pages of which provided the opportunity to submit an electronic application (the button "get the service") have been reviewed. However, not always having the button meant that it was functioning: for 3% of the services it was not possible to proceed to filling out an electronic application. At the same time, a functioning button did not always guarantee that the electronic form worked properly: for 9% of the services with a working button it was not possible to submit an application. These data correlate with the results of the previous monitoring. For 43% of the submitted applications, no feedback has been received from the service provider.
“It is necessary to ensure not only the performance capacity of interactive application forms, but also interaction with the applicants,” reminded Andrey Matveyenko. As part of the monitoring in 2019, the Ministry of Economic Development of Russia plans to pay special attention to this indicator. In addition to the monitoring results presented at the seminar, the Deputy Director of the Department of Digital State Development of the Ministry of Communications and Mass Media of Russia Valery Tkachenko spoke about the topical issues of further developing regional services on the Public Services Portal.