The Ministry of communications has proposed to make the portal the single window for complaints and appeals of citizens to the authorities. For processing requests to apply artificial intelligence (AI). Technology should also be used to check the relevance of the responses to the original requests, experts say. In their opinion, to limit the possibility of criticism of state authorities may the audience of the public services, where the verified account is only slightly more than half of the population.The portal is proposed to make a single electronic window for appeals and complaints of citizens in authorities, the bill (there is a “b”), was developed by the Ministry of communications. To file a complaint or appeal can only be a citizen, registered in the unified system of identification and authentication (ESIA) services.The portal will be created * list of situations for referral of cases implemented automatically route the case to the authority, notification of the proceedings, as well as the structuring of requests and the use of AI for handling routine queries, it follows from the explanatory note.You will also be able to submit written requests and complaints in multifunctional centers or by mail. The bill should enter into force 180 days after publication, this is the time required for the adoption of by-laws and finalization of the portal of public services.According to the Ministry of communications, every year, the citizens sent not less than 10 million letters, including complaints, applications and proposals on various issues, 250 thousand of government bodies at all levels. About 65% of the requests are already sent via forms on official websites or email, says the first Deputy head of communications and mass media Oleg Pak. “It’s often inconvenient — each time it’s different sites, addresses, ways to use it — it works very inefficiently. Citizen sends an address and don’t know received or not, and to know the fate of the treatment, you need to call reference phones, which are often busy or do not answer,” he explains. The bill, according to officials, is aimed at including on the solution to these problems, as well as to improve the efficiency of interaction between themselves, government agencies when considering appeals.This is not the only initiative of the Ministry of communications to expand the functionality of the portal. As reported by “Kommersant” on June 2, the Ministry has offered online aggregators of products and services to connect to the IAIS on the public services to identify users. The experiment should begin on 1 July.Current regulation, on the one hand, does not contain adequate incentives for the consideration of citizens ‘ appeals on the merits, and with another — provides a mechanism for abuse, says a member of the Commission on legal empowerment of the digital economy of the Moscow branch AssotsiatsAI of lawyers of Russia Boris Edidin. “There are cases when high-level officials forced to fend off a planned provocations under the guise of massive and repeated appeals of the citizens”,— he said. Due to the localization on a single platform and a reliable identification of the applicants will have more opportunities to assess and Analytics applications, monitoring compliance with deadlines, identify massive problems, he said.But the problem of assessing the effectiveness of consideration of addresses of citizens — as far as the Complainant is satisfied with the results of the interaction with government agencies, and officials interested in resolving the question raised on the merits — the bill is not solved, stresses Boris Edidin. Potentially the AI could analyze the relevance given in the responses of the law to the original treatment of citizens, says the head of the technology practice of KPMG in Russia and the CIS Nikolai Legkodimov.Another potentially weak point of the single window system routes reassignments, added Mr Legkodimov. “They should not violate the basic principle that the complaint may not be sent to the Department to which complain. There must be a control, which is relevant for manual process— adjustable length of the chain and transparency of the settlement process,” he says, suggesting that the problem areas will need to identify automated Analytics.In addition, administrative barriers to the creation of a “single window” that limits the possibility of criticism of the state and municipal bodies may be and the registration on the portal, warns Mr Edidin. As of June, the number was in the ESIA citizens amounted to about 119 million people, and the number of confirmed accounts is 69.5 million (data of the Ministry of economy) when the population of the Russian Federation in 2020 146,8 million.Julia Silence
