The Trust Screen: 120 million people already use "Public services".
Approximately 120 million people use Public Services, and more than 2 million applications are sent through the portal every day, the Ministry of Finance of the Russian Federation reported. At the same time, it takes from one minute to 72 hours to receive the service. Izvestia found out which public services remain the most in demand, whether it is planned to further expand the functionality of the portal and transfer new services to digital format.
Change plans
The Gosuslugi portal makes obtaining public services easier and faster, the press service of the Ministry of Finance told Izvestia. The agency is constantly reviewing the ways of providing services and launching new solutions, focusing on reducing processing time and reducing the number of actions on the part of citizens.
Already, some of the services are fully available online or provided proactively - the result can be obtained almost immediately after contacting. Some services work via chat with the robot Max, and application forms are often filled out automatically based on available data. This approach is planned to be further developed and expanded.
You can also communicate with the robot Max through smart devices with the Alice voice assistant. He will tell you how to use the necessary service, send you a link to the Gosuslugi application, or, if necessary, make an application on behalf of the user.
"In addition, the possibilities of finding services are being improved. For example, the Max robot already uses two large Russian language models to answer user questions. This helps to reduce the time spent searching for the necessary information or services," the ministry said.
The approach to the organization of the catalog of services is also being reviewed, the ministry stressed. Already, services are grouped according to the principle of life situations, so that you can not only apply for them, but also find out what to do next.
By the end of 2030, it is planned to carry out a deep upgrade of the public service delivery system, an expert from the Popular Front told Izvestia. Analytics", Associate Professor of RTU MIREA, ITMO University, Elena Vasyakina. We are talking about the transition to a new model of government agencies, when they do not wait for requests, but identify people's needs in advance and respond to them automatically.
The widespread use of the Gosuslugi portal, according to her, significantly reduces the burden on the departments and centers of the IFC. This is due to the transfer of most requests online, automatic filling in and processing of information, as well as electronic interaction between authorities, in which the necessary information is requested without the participation of citizens.
— As a result, the amount of paperwork and the number of routine operations are reduced. This approach speeds up the provision of services, makes them more accessible and at the same time increases the efficiency of the entire public administration system," the expert noted.
Main services
Medical services are in consistently high demand on the Gosuslugi platform, in particular, making an appointment with a doctor, choosing a polyclinic, and issuing compulsory medical insurance policies, Sergey Bolovtsov, director of the Presidential Academy's Artificial Intelligence Research Center, told Izvestia. In 2025, obtaining data from the Unified State Register of Legal Entities and applying for a single allowance for families with children and expectant mothers are also among the most in demand. It is noteworthy that citizens increasingly trust the state digital service to handle personal and socially significant requests.
— In my opinion, the Gosuslug team is successfully approaching the superapp model, integrating more and more with various services. In addition, due to the popularity of digital medical services, an expansion of services of this type, such as electronic prescriptions and test results, is expected," he said. — It is also important to note the advanced areas of development of regional services and especially the introduction of digital documents (digital passport, driver's license, etc.).
The development of "Public Services" has become a qualitative step towards increasing the availability of state and municipal services, Andrei Zhukovsky, Associate Professor of the Department of Strategic and Innovative Development at the Financial University under the Government of the Russian Federation, emphasized in an interview with Izvestia. The social block of services is in the greatest demand, first of all, the registration of key documents — birth certificates, passports, driver's licenses.
"Practice shows that further development of the portal's functionality and the transfer of new services to the digital environment remain in demand and necessary," the expert believes. — At the same time, special attention should be paid to the continuous improvement of security issues and reliable interagency cooperation without unnecessary barriers.
The digital format regulates the flow of visitors and creates more comfortable conditions for socially vulnerable categories, such as people with disabilities, senior citizens, and families with young children, he recalled. In addition, the portal becomes a convenient solution for busy people who do not have the opportunity to personally visit institutions, allowing them to effectively solve life issues in the digital economy.
In general, about 2 million people use various portal features every day, and the total number of available services already exceeds 1.5 thousand, Ivan Abramov, First Deputy chairman of the Federation Council Committee on Economic Policy, told Izvestia. There are very few analogues of such a system in the world.
"The development of the portal is likely to continue on an ongoing basis," the senator is confident. — New digital services appear every year. In the near future, for example, the registration of SIM cards through Public Services is being discussed, and later solutions in the field of housing and communal services and other areas, including individual commercial services, are possible. All this is done to simplify everyday processes, although the speed of implementation will depend on various factors.
Using the portal significantly reduces the burden on departments and MFC, the politician confirmed. There are fewer queues, and responses are increasingly generated automatically using neural networks, which reduces costs and speeds up work. In the future, it is likely that some of the offices of the MFC may be closed, as most of the services will finally switch to the online format, which will save both citizens' time and budget funds.
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