Compared to 2016, the level of citizen satisfaction with the quality of provided public services increased by 3.5 percentage points. This is the highest value in the history of this metric.
The metric of citizen satisfaction with the quality of the provision of public services was introduced in May 2012 by the Decree of the President of the Russian Federation No. 601 “On the main directions of improving the system of public administration”. It is calculated as part of a sociological survey, which has been held annually by order of the Ministry of Economic Development of Russia since 2012. The survey also measures the average waiting time in queue when obtaining public and municipal services. In 2017 this metric was 18.67 minutes and in five years it has decreased more than threefold (in 2012 it was 55 minutes).
The methodology for conducting the annual sociological survey was approved by the Government Commission for Administrative Reform in 2013. This sociological survey is conducted in more than 70 constituent entities of the Russian Federation using the method of door-to-door polls, taking into account local contexts and population sizes. For example, in 2017 more than 21 thousand people provided their answers for the questionnaire.
The Ministry of Economic Development of Russia is implementing a set of measures to improve the system of providing public services. It has established the system of interdepartmental interaction; it has transferred public services to electronic format; it has introduced the principles of extraterritoriality and multichanneling. One of the key directions in the development of public services is the establishment of Multifunctional Centers (MFCs) “My Documents”, which currently provide almost 30 federal and more than 100 regional services. As of January 1, 2018, 2,777 MFCs and 10,558 small MFC offices in sparsely populated areas have been created. More than 96% of the citizens have now access to the created network of “My Documents” MFCs.