The number of citizens who used Public Services Portal of the Russian Federation in 2020, amounted to 56 million people In

2020, the number of users registered on the Public Services Portal has increased by 12 million people and has exceeded 78

million citizens. This is nearly 2/3 of all citizens over 14 years of age. In the past year, the number of citizens who have used the

services of the portal has almost doubled — up to 56 million people. Average daily audience of the portal doubled and has

exceeded 4 million users per day. The number hits to the portal over the last year has exceeded 1.5 billion. Last year more than

40 new services and facilities were introduced to the portal which can be obtained without the need to address the authorities

or MFCs in person. More than 7000 user requests per second were processed at the peak on the portal. Almost 85 million

payments were also made through the portal in 2020 which is one third more than over the last year. Total fees, fines, tax and

other debts paid through the portal amounted to more than 80 billion rubles. https://digital.gov.ru/ru/events/40942/

The State Services Portal has feedback: https://www.gosuslugi.ru/10091/1 Users can report the problems related to the mobile

communications, media, the Portal, Internet-content and other issues related to the areas of responsibility of the Russian

Ministry of Digital Development, Communications and Mass Media via a single form. • Examples of the assessment results:

https://www.gosuslugi.ru/rating. • Monitoring the Quality of Public Service Provision https://vashkontrol.ru/about. • Russian

Federation Government Decree No. 395 dated March 31, 2018 “On amendments in the Decree of the Russian Federation

Government No 1284 dated December 12, 2012”: https://www.garant.ru/products/ipo/prime/doc/71816288/ The document

improves the operation procedure for the quality monitoring system of the public services “Your control” which enable citizens

to assess the quality of the public services provision in any region of the country. In accordance with the Decree adopted,

citizens will assess all services which are being delivered in MFCs (public and municipal services), with the management of said

MFCs taking personal responsibility for the quality of the organization of the services provision according to five criteria: time of

the service provision, waiting time, courtesy and competence of the employee, room comfort, availability of service information.

The quality assessment mechanism applies to all stages of public service provision, including the stages of suspension and

refusal of their provision (previously, citizens could only assess the results of public service provision). The public services

assessment channels include: sms-surveys and telephone surveys, terminals and other facilities, located in service provision

locations, through the Public Services Portal as well as the web-site “Your control” (https://vashkontrol.ru/ ), where in addition

to evaluation, there is an option to leave a user feedback. Citizens’ opinions thus obtained are summarized and systematized

using automated system “Your control” which also automatically calculates performance indicators of officials, responsible for

the services provided. A performance indicator of an official is defined through analyzing their work over 12 months of tenure.

Content provided by ICD, Ministry of Electronics & Information Technology, Government of India

Site is designed, developed, hosted and maintained by National E-Governance Division (NeGD)