WSIS Prizes Contest 2020 Nominee

The Public Services Quality Monitoring System “Your Control”


Description

The Government of Russia launched the Public Services Quality Monitoring System “Your Control” in 2011 as a part of the State Program “Information Society”. The aim was to establish a framework for objective feedback from citizens on the quality of provided public services.
Since the implementation of National Program “Digital Economy of Russian Federation”, which occurred in 2017, the system “Your Control” has been developed and gathered a lot of new functional, such as grading staff for their courtesy and competency and also assessing each stage of provided public service, including regional and municipal public services. However, the most crucial change is the possibility to give detailed feedback to legitimacy of control and supervisory measures. That was the first step to construct on the basis of the system “Your Control” unified assessment system of the citizen’s contacts with government.
The system “Your Control” is currently one of the world’s largest systems of feedback between a state and citizens-recipients of services. As for November 2019, citizens have evaluated more than 93 million provided services and posted more than 893 thousand comments. More than 1000 responses are given every day from public authorities. It’s planned to make them compulsory in order to notify about solved problems.

Project website

https://vashkontrol.ru/


Action lines related to this project
  • AL C7. E-government 2020
Sustainable development goals related to this project
  • Goal 16: Peace, justice and strong institutions

Coverage
  • Russian Federation

Status

Ongoing

Start date

2012

End date

Not set


Target beneficiary group(s)
  • Youth
  • Older persons
  • Women
  • Indigenous and nomadic peoples
  • People with disabilities
  • The unemployed
  • The poor
  • Remote and rural communities

Sustainability

Since 2012, the system “Your Control” has provided an opportunity for the citizens of the Russia to have an impact on the operation of government agencies and the quality of provided public services.
As it stands today, the scope and reach of the system “Your Control” is unprecedented, making it one of the largest feedback exchange systems in the world. The project’s popularity continues to grow, as is reflected in the exponentially growing number of citizens’ evaluations, which has doubled each year.
Currently, the evaluation mechanism of the system “Your Control” covers the majority of the most popular and widely used public services. The list of evaluated services is being constantly expanded, and in the near future, the evaluation system will include all regional and municipal public services.


WSIS values promotion

The project “Your control” fully respects and promotes WSIS values. We express our commitment to all articles of WSIS Declaration of Principles, such as the importance of building a people-centered, inclusive and development-oriented information society. The project also affirms the universality, interdependence and interrelation of all human rights and fundamental freedoms. This project recognizes that governments and other subjects have an important role and responsibility in the development of the Information Society. We believe that sharing and strengthening of global knowledge for development can be only enhanced by removing barriers to equitable access to information for social, political, economic and other activities. The “Your Control” project fully respects and promotes the values of the WSIS. We declare our commitment to all the articles of the WSIS Declaration of Principles. In accordance with the WSIS key principles, our project stands for the establishment of people-centered, open, inclusive and growth-oriented information society. The project also ensures the observance of human rights and warrants the interdependence and interrelation of all human rights and fundamental freedoms. Additionally, the project emphasizes the role and responsibility of government agencies in the development of the information society. We believe that developing and sharing of global knowledge in aid of development can become even more effective by removing obstacles on the way to equitable access to information for social, political, economic and other activities.


Entity name

Ministry of Economic Development of the Russian Federation

Entity country—type

Russian Federation Government

Entity website

http://economy.gov.ru/en/home

Partners

1) The Ministry of Digital Development, Communications and Mass Media of the Russian Federation; 2) The Ministry of Internal Affairs 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 the Russian Federation; 13) Agency for Strategic Initiatives of the Russian Federation. 14) The Popular Front of the Russian Federation; 15) Interfax Ltd.