The Public Services Quality Monitoring System «Your Control»

Details of the organization
Ministry of Economic Development of the Russian Federation
Russian Federation
  • The organization has a strategy for coordinating WSIS Implementation at the national level: Yes
  • The organization has a national e-strategy: Yes

Information about the project
The Public Services Quality Monitoring System «Your Control»
PSQMS «Your Control»
The Public Services Quality Monitoring System «Your Control» is a Project, launched by the Federal Government of the Russian Federation in 2011 within a scope of the State Program «Information society (2011-2020)» to ensure the unbiased feedback from people regarding the quality of public services they have been provided. The System allows to evaluate the quality of public services through a number of diverse channels: one can leave the grade and comments on the web-site («Your Control»), respond with the grade by SMS or leave the grade at a special terminal at public services office, where the service was provided, also people can evaluate the quality of E-services in Public Services Portal of the Russian Federation. The System aggregates the data throughout the Russian Federation and gives the dynamic statistics on the satisfaction level (like KPI) of the services for every office, responsible for the public services provided. According to the law, the KPIs of the servants providing services are linked to the assessments their office received; also they have to respond to all comments left at the web-site. By October 2017 the System accumulated more than 150 million assessments, more than 28 million services were evaluated, more than 550 thousand comments were left at the website. The spread of the System is constantly growing; its audience doubled only in the first half of 2017 and keeps increasing. By 2017 the quality of the most common federal public services of 9 Government bodies is being monitored and it is planned to spread this mechanism to monitor regional and municipal services as well. The System enables increasing the quality of the public services, strengthening the cooperation of the Government with the people and enhancing Government credibility in transparent and democratic way.
National implementation: Russian Federation
Ongoing from 01/01/2017 to 31/12/2018
1) The Ministry of Internal Affairs of the Russian Federation; 2) The Ministry of Telecom and Mass Communications of the Russian Federation; 3) The Federal Service for State Registration, Cadastre and Cartography of the Russian Federation; 4) The Federal Tax Service of the Russian Federation; 5) The Social Insurance Fund of the Russian Federation; 6) The Pension Fund of the Russian Federation; 7) The Federal Service for Surveillance on Consumer Rights Protection and Human Wellbeing of the Russian Federation; 8) The State Property Management Federal Agency of the Russian Federation; 9) The Federal Bailiffs Service of the Russian Federation; 10) The Federal Service of National Guard Forces of the Russian Federation; 11) Civic Chamber of the Russian Federation; 12) Open Government of Russian Federation; 13) Agency for Strategic Initiatives of Russian Federation.

WSIS information
      * E-government
  • Goal 16: Promote just, peaceful and inclusive societies
  • Project
  • Website
  • Database