E-appeals

Electronic appeals

Electronic appeals are a single platform of citizens' appeals, which is created for monitoring, analysis, and identification of systemic problems of citizens. It is planned to apply text mining (intelligent analysis of the texts of appeals), which will reduce the time for consideration of appeals.

The Committee has been taking into account the appeals of individuals and legal entities since 2007 on the basis of cards filled out by state agencies.

Meanwhile, the lack of a single database for storing all appeals of state bodies complicated the processes of reviewing appeals and did not allow for supervision of proper execution.

The analysis of problems in this area has shown that citizens do not know well how and where to write appeals.

They write to all instances at once, because of ignorance of the competence of state bodies. They don't know who is considering the complaint and how. They don't know how to write, they get confused in numerous laws.

There is a disparate legislation in terms of the procedure and terms of consideration of complaints (i.e., the procedure and terms of consideration of appeals are regulated by 3 laws "On the procedure for consideration of appeals of individuals and legal entities", "On administrative procedures", "On public Services").

In order to minimize violations of the rights and interests of citizens when considering appeals, to streamline and improve the efficiency of the work of state bodies in this direction, work has begun on the project "Electronic appeals".

The aim of the project is to improve the quality and reduce the time for consideration of appeals, as well as to optimize the work of government agencies in terms of consideration of appeals.

Project objectives:

* ensuring transparency and control over the execution of appeals;

* development of a unified approach to filing appeals;

* creation of a unified register of appeals;

* introduction of early response tools to identify factors of dissatisfaction of the population;

* automation of the determination of deadlines for the execution of appeals;

* ensuring a rational distribution of workload among employees;

* integration with all necessary databases to optimize the review process.

A unified automated system based on the prosecutor's office will allow sending electronic appeals of citizens through the CPO (Centers for Receiving appeals) to the authorized bodies.

The applications will be accepted by the CPO operators and distributed to the competent ministries and departments.

This will eliminate unnecessary paperwork, reduce the walking of citizens in public reception and government agencies.

Citizens through SMS messages and the Internet will track the movement of their appeals, and receive information about the actions of government agencies without personal contacts.

Work has begun on the design of the "Monitoring of Social Tension" system, which will allow timely response to the risks of social tension.

We are creating a single database that will allow integrating various systems of government agencies.

It will be possible to monitor the course of consideration of the appeal by citizens and government agencies.

Electronic appeals have a number of advantages:

- for citizens: convenient and fast application process.

- for government agencies: it will be possible to conduct a socio-economic analysis to develop appropriate measures.