Tatarstan is among the pilot regions for the provision of public services in the 24/7 format

The Government of the Russian Federation has approved the Concept of transition to the provision of the vast majority of state and municipal services 24 hours a day, 7 days a week, developed by the Ministry of Economic Development of Russia together with the Ministry of Digital Development of Russia, without the need for the personal presence of a person. Tatarstan is among the pilot regions for the implementation of this approach.

The concept provides for the transfer by the end of 2023 of the majority of federal, regional, and municipal services completely to a remote format, which also does not exclude the possibility of receiving them at the usual sites of public service centers “My Documents”.

The purpose of the implementation of the Concept is to improve the quality of public services and services to the level of popular and convenient commercial Internet services for citizens, incl. marketplaces by optimizing the processes of their provision.

The 24/7 concept means that the need for personal presence to submit and personally sign documents for individual services is a thing of the past, as well as obtaining various certificates - the authorities will independently take the necessary information from the registers if the applicant agrees.

By the end of the first half of 2022, the Government of the Russian Federation will approve the list of services to be transferred to the 24/7 mode.

Priority will be transferred to the 24/7 mode socially significant services that are in demand by citizens, including the services of the so-called "Social Treasury", for example, the establishment and payment of pensions, benefits and compensations, and other types of social assistance. In addition, optimization will be directed to business services, which will make it easier to obtain licenses and other necessary documents.

The Ministry of Economic Development will monitor the quality of public services in real time.

The assessment of the quality of service provision will be carried out according to two key groups of indicators:

• customer satisfaction, which will be collected at all points of contact between the state and the applicant, both from official sources of information and from social networks and individual assessments of public services by citizens.
• the actual time spent, the percentage of refusals, the number of submitted documents and the number of contacts with representatives of the authorities.