The Ministry of Economic Development of the Russian Federation is a federal body of executive power. The Ministry monitors the quality of all state and municipal services, using various approaches and tools for this purpose. One of them is FGIS MDM, which accumulates data on the provision of public services in multifunctional centers.
The Information and Analytical System for Monitoring the Quality of Public Services (IAS MQPS) is one of the most large-scale communication systems in Russia between the state and citizens.
The portal aggregates assessments and opinions of citizens on the quality of public services they receive. Based on the collected information, the system operator, the Ministry of Economic Development of Russia, monthly analyzes the level of quality in the provision of public services, and also calculates the performance indicators of the territorial bodies of federal departments.
Such an assessment mechanism is extended to socially significant and most demanded public services provided to the population both in multifunctional centers (MFCs) and in federal and regional departments - from the Ministry of Internal Affairs and the Federal Tax Service to the Pension Fund and Federal Service for Oversight of Consumer Protection.
Various channels are used to evaluate public services: SMS and telephone surveys; electronic terminals in departments and MFCs; Internet (Unified Portal of Public Services), official websites of departments and the web site "Vash Control" vashkontrol.ru).
Maintaining smooth operation of the legacy system.
The Tsifromatika’s team executed several projects of maintaining smooth operation of the legacy systems. This experience, along with new developments, was used for the IAS MQPS.
In addition to technical support of the system’s users (Help desk), the project includes a wide range of tasks for moderating reviews for their subsequent publication on the designated website “Vash Control” (vashkontrol.ru). About 80% of reviews are processed automatically using appropriate algorithms conducting semantic analysis; remaining 20% are processed by moderators. Some of the applications received are sent for further work to the relevant ministries and departments.
Based on the data collected in the IAS MQPS, a regular analysis of the quality of public services is carried out. Downloading the relevant analytics allows you to assess how convenient and understandable the interaction with the department is when receiving a particular public service, how quickly it was provided, and so on. This feedback becomes the starting point for further improvement of the public service delivery process.
Tsifromatika's area of responsibility also includes ensuring the comprehensive information security of the IAS MQPS in accordance with the requirements for federal state information systems, such as protecting the portal from hacking, infecting by computer viruses, distributed DOS attacks and other negative impacts
Integration of IAS MQPS with e-government and adding elements of semantics
As a part of the implementation of the project, IAS MQPS is integrated into the e-government infrastructure. The Tsifromatika’s team is implementing five major integrations, the key ones of which are:
— Integration with the feedback platform (FP). Being a part of the Unified Portal of Public Services, the FP is an online platform for filing appeals and complaints on various issues and problems. Integration of IAS MQPS and FP allows each of the systems to exchange the necessary information
— Integration with a personal user account on the Unified Portal of Public Services (UPPS), which will expand the possibilities for assessing the quality of public services. In particular, users are able to leave feedback and evaluate the quality of the service provided to them through the UPPS personal account, even if it was provided not through the gosuslugi.ru website, but at the MFC
— Integration with the situational center (SC) of the System of Interdepartmental Electronic Interaction (SC SIDEI). This allows supplementing the assessment of the quality of the provision of public services with a new criterion - the amount of time for which the service was provided - and track the compliance of this indicator with the established regulations. The appearance in the assessment structure of such an indicator as the term for the provision of services qualitatively affects the objectivity of monitoring as a whole.
The addition of new elements of semantics becomes the core of the work on the functional development of the IAS MQPS. In particular, new semantic mechanisms qualitatively improves portal search for operators, as well as increase the fraction of automatic review moderation. To implement these tasks, Tsifromatika uses its own solutions in semantics, adapting them pointwise to the tasks of the project.
2012 - launch of the IAS MQPS
1.6 million unique users registered in the IAS MQPS
more than 150 million rendered public services were assessed in the IAS MQPS
more than 850 million assessments of the quality of services provided are aggregated in the IAS MQPS
1.2 million published reviews on the portal
about 1000 new reviews appear on the portal daily
The Ministry of Economic Development of the Russian Federation is a federal body of executive power. Among the tasks of the ministry is to monitor the quality of all state and municipal services provided in all government bodies, both at the federal and regional levels, as well as through the Single portal of public services and in the MFC. To achieve this goal the ministry, among other things, develops the IAS ICGU and is its operator.
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