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"The level of trust in society depends on the quality of the dialogue between the authorities, business and residents."

Vasily Desyatkin, head of the regional SDGs, believes that the investment climate of any region consists not only of economic, financial and administrative conditions. An important role is played by the readiness of public authorities to be sensitive to the requests of business representatives and residents.

Last year, Regional Management Centers were established in all regions of the country. In the Republic of Sakha (Yakutia), such a Center was opened in November last year. The first results of the work of the new structure are summed up by its head Vasily Desyatkin.

"The level of trust in society depends on the quality of the dialogue between the authorities, business and residents."
Photo: InvestYakutia
- The regional management center is a new structure not only for Yakutia, but for the whole of Russia. What is it for?

- The main goal of the Regional Management Center is to ensure prompt and effective communication of residents with regional authorities in order to solve problematic issues and prevent them in the future. It is for this purpose that the SDGs have been created in all regions of the country on the instructions of Russian President Vladimir Vladimirovich Putin.

The technologies we work with allow us to systematize information about the problems of the republic, offering various government agencies the most effective and quick solutions. By setting up this communication, we strive to exclude as much as possible in the work of ministries and departments an unreasonably long waiting for a citizen for an answer, and, of course, for a reply.

- In what areas is the work of the SDGs of Yakutia?

- At the moment, the SDGs' field of activity includes 8 areas, in which the largest flow of appeals and messages from residents of the republic is noted. These are signals from the population about the work of transport, poor-quality repair of roads, unsatisfactory performance of management companies and housing and communal services organizations, electricity supply, healthcare organizations, education, and social protection.

In 2020, 15 reports of residents' problems were received, which is an order of magnitude higher than in 512. Then only 2019 messages were recorded.

This year, the number of messages on the network also increased: in the first two months of 2021, 3750 messages from residents were processed by the LRC systems, and 449 messages were processed in the same period last year. So we can safely say that digital transformation in the field of communications between authorities and residents is at its peak.

Photo: InvestYakutia

 - How can residents of the republic submit a complaint to the LRCs?

- In order for the appeals and messages of the residents of the republic to be accepted into the work of the LRC, you do not need to write anywhere else and send letters. Digital services will automatically read requests from open Internet sources, social networks and official government portals. If the appeal was accepted for work, the citizen will receive an answer to it within 8 hours at the site on which the appeal was written. It is worth noting that you do not need to call the LRC - it does not have a call center.

 - How it works?

- If there is any complaint, a citizen should write it in any open source on the Internet. This can be a public on social networks, a comment on the page of the Head of the Republic and other open platforms for collecting messages from residents. The "Incident Management" system, in which we work, automatically monitors all messages by keywords.

LRC moderators systematize the messages of residents and transfer them to the work of specialized specialists. Our task is to create the most convenient conditions for everyone. This is the case when it is not the population that adjusts to the system, but it to it. Well, it is also important that not a single public signal falls out of the field of vision of the responsible persons, therefore, where necessary, the LRC staff will accompany the situation until the problem is completely resolved.

- What is the "Incident Management" system and how does it work?

- "Incident Management" is a system of operational monitoring, processing and response to citizens' appeals in social networks. With clear algorithms, transparent approaches and set maximum deadlines for reactions from the authorities.

Photo: InvestYakutia

A dedicated heatmap with problem reports was developed and implemented. So, in 2020, the TOP-10 problem areas included: coronavirus - 18,7% of all requests, housing and communal services - 12,7%, social protection - 10,7%, healthcare - 10,4%, roads - 9,5 %, education - 7,5%, transport - 4,5%, improvement - 3,9%, safety - 3% and ecology - 2,5%.

The heatmap shows not only the problems, but also the geography. So, according to the results of last year, the largest number of citizens' appeals falls on 5 municipalities: the city of Yakutsk - 42,7%, Neryungrinsky district - 9,3%, Lensky district - 5,3%, Aldan district - 4,3%, Mirninsky district - 3,1%.

- Needless to say, additional Control Centers will be created in these cities?

- 60% of the population of the republic lives in the municipalities I have indicated, the activity of citizens is due not only to the size of the population, but also to the best coverage of settlements with the Internet via fiber-optic lines.

 The regional SDG initiates the creation of the so-called City Management Centers (CGCs) in large cities, in two stages: first of all, this year we set the task of reformatting the work on appeals of residents to the format of the SDGs in Yakutsk, in 2022 - in Neryungrinsky, Aldansky , Mirny and Lensky districts.

- In addition to Incident Management, what other platforms are there?

- A new digital service "State Services Complaints" is a gaining momentum. Now residents of the republic can submit appeals to the authorities through their smartphones by installing the State Services Complaints mobile application. The appeal can also be submitted in "traditional" ways - through banners on the official websites of government agencies, local authorities and the portal of public services.

"State services Complaints" are unique in that citizens will be able to independently assess the response received from the authorities (on a scale from 1 to 5). If the assessment "pulls" by only 1-2 points, then the appeal will be returned for revision.

Despite the fact that the digital service "Gosuslugi Complaints" is now operating in the approbation mode, the residents of Yakutia are already actively mastering it - to date, 2979 applications have been received.

All government bodies and all municipalities are connected to the "Gosuslugi Complaints". Most recently, due to the exponential growth of residents' requests on the waiting list for vaccination against COVID-19, the Yakutia LRC also connected the main medical institutions. This year, we plan to expand the new platform to educational and social institutions of the republic, the city councils of Yakutsk and the main management companies of the housing stock.

- What practical benefits, in your opinion, will the SDGs bring?

- We will do our best for the system of work with citizens' appeals in Yakutia to move to a new quality level. The SDGs will ensure a mutually beneficial dialogue for both citizens and the authorities: the Yakutians receive a solution to a painful issue, and the authorities receive guidance for action.

- Looking a little into the future, how do you see the work of the SDGs?

- The number of requests processed using the fast track mechanisms should be at least 20% this year and reach 90% by 2024.

It is necessary to establish fast communication between the state and residents, eventually transferring it completely online, i.e. so that the requests will be sent immediately to the final executor through the automated delivery system of the request. The share of such requests should grow from 2024% to 5% by 50.

Interactive interaction with citizens and organizations is already observed in the republic to solve urgent problems through informing in social networks. Residents of our republic actively express their position and take part in improving the quality of life through the same social networks, we plan to increase this share from 5% to 60%.

Published in the journal of the Agency for Investment Promotion and Export Support of Yakutia "InvestYakutia"

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