Russia enacted regulations for the collection of feedback on the quality of government services in 2012. Those regulations provide uniform rules for collecting, processing, and using data on customer satisfaction. Recipients of government services assess services on a five-point scale, using text messages, automatic machines on the premises of government agencies, or online questionnaires. The data collected is used in evaluating the performance of the heads of government agencies, and formal review actions may be initiated if agencies fail to achieve the target scores.
I. Scope of Regulations
In Russia the main legal act regulating the collection of feedback on the quality of services provided by government agencies is Resolution No. 1284, which was adopted by the Russian government in December 2012. The Ministry of Economic Development has issued instructions for government agencies on implementation of the Resolution.
The regulations apply only to the more popular and socially important services provided by national offices and local branches of the following agencies:
- Federal Service for State Registration, Cadastre, and Cartography: Conducting registration of real property rights and providing related services.
- Ministry of Internal Affairs: Providing information on traffic violations, issuance of drivers’ licenses, registration of vehicles, issuance of passports and other identification documents, residency registrations, approval of invitation letters for foreigners, etc.
- Federal Tax Service: Registration of legal entities and private entrepreneurs, providing information on tax regulations, acceptance of tax returns.
- Pension Fund: Certifying rights to labor pensions, welfare, and other benefits.
- National Guard: Issuance of permits to carry, store, and transport firearms; issuance of private security guard certificates; etc.
These agencies are required to set up a unit dedicated to collecting feedback from recipients of government services. Other agencies may establish feedback collection programs at the discretion of their head.
II. Assessment Criteria
Customers are asked to assess government services according to the following criteria:
- Time spent to receive the service
- Waiting time in the queue
- Courtesy and competence of the employee interacting with the recipient
- Condition of the premises where services are provided
- Accessibility of information on the procedure for provision of services
The assessment is made on a five-point scale, where 4 to 5 points are considered positive while 1 to 3 points are considered negative.
Government services provided electronically must also be evaluated according to the following additional criteria:
- Accessibility of electronic forms and electronic payment tools
- Wait time for a response to an application, and the amount of time for the provision of the government service
- Convenience of the procedures for the provision of government services, including registering for an appointment, filing applications, making payments, tracking progress, and obtaining a result
III. Customer Feedback on Federal Government Agencies
Recipients of services are given the opportunity to assess the quality of government services by one of the following methods:
- Sending a short text message using a cell phone
- Using an automatic machine on the premises of the agency
- Filling out a form on the agency’s website
After the service is provided, which means after the service recipient’s request is granted or denied, the employee of the agency must inform the service recipient about feedback collection and ask him or her to provide a cell phone number to participate in the assessment. If the service recipient refuses to give a phone number the officer must provide the option of assessing the agency’s services using an automatic machine on the premises of the agency. The recipient must be informed that participation in the evaluation is voluntary and free of charge, and that the phone number provided will be used exclusively for evaluation purposes. Informational materials about the assessment of government services must also be made available on the premises of the agency.
A. Text Message
If the recipient agrees to provide his or her cell phone number, this information is then forwarded to a call center operated by the Ministry of Telecom and Mass Communications. Within one business day, a short message must be sent to the recipient’s phone number asking him or her to evaluate the services on a five-point scale. Short messages must be sent only on business days from 10:00 a.m. to 7:00 p.m. local time. The recipient completes the assessment by replying to the text message with a number from 1 to 5.
Random samples for a telephone survey are then generated based on the negative assessments received. Feedback responses that assess services at the level of 1 to 3 points are considered negative. The volume of random samplings must not be less than 5% of all negative assessments received for one government agency in one business day. It is recommended that the employee of the call center contact the recipient within two business days to conduct the survey in accordance with an established questionnaire. If the recipient does not answer the call, a repeated call must be made the next business day. If the recipient indicates a willingness to participate in the survey at another time the call center employee must make another call at the time agreed upon with the recipient.
Government agencies are advised to publish on their official websites information about the assessment of government services and warnings about the danger of scams that use telephone surveys.
B. Automatic Machines
It is recommended that recipients of government services be given the option of providing feedback using automatic machines (terminals) or other devices on the premises of the government agency only after the services are provided by the agency, and only if the recipient refuses to participate in a telephone survey. The assessment with automatic machines is done in a similar manner by using the five-point scale.
The survey module must be placed on government agencies’ official websites, on the “Your Control” website, and in the user’s individual profile created at the Unified Portal of State and Municipal Services.
Government agencies are advised to place the “Your Control” survey module on the home pages of their official websites, on all sections of the website that contain information about the provision of government services, and on the page with the agency’s contact information and feedback channels. For the sake of consistency, the survey module must have a rectangular shape with the sign “Your Control” or the phrase “Leave Feedback.” The module must be available to the user within the first screen of the web browser without needing to scroll down.
After assessing the service on a five-point scale the recipient may leave commentary to give more details about the experience of dealing with a government agency. It is possible to attach a photograph or a video recording to the text commentary. All reviews are subject to moderation, which may take up to two business days. The recipient must be notified if the review is removed by the moderator. The government agency usually posts a reply to the commentary within ten business days. To prevent manipulation, a recipient is allowed to give an assessment only once a day.
IV. Use of Collected Data
The Ministry of Economic Development recommends that data collected from recipients be used in official reviews conducted in accordance with laws on civil service. Information is automatically processed and each territorial division of a government agency is given a consolidated score on a quarterly basis. At the end of the first reporting year, the share of positive reviews must not be less than 75%. For each subsequent year this share must increase by at least 5% until the target of 90% is reached in 2018. Official reviews must be initiated if the government agency fails to reach the target score, unless the share of positive reviews already exceeds 90% or the decrease in the satisfaction rate is less than 3%.
Prepared by Nerses Isajanyan
Foreign Law Consultant
 Resolution of the Government of the Russian Federation No. 1284 of Dec. 12, 2012, Sobranie Zakonodatelstva Rossiiskoi Federatsii i [Official Gazette of the Russian Federation] 2012, No. 51, Item 7219, http://pravo.gov.ru/proxy/ips/?docbody=&nd=102161532&intelsearch=ПОСТАНОВЛЕНИЕ+от+12+декаб я+2012+г.+N+1284 (in Russian), archived at https://perma.cc/D4HW-7FEU.
 Decree of the Ministry of Economic Development of the Russian Federation No. 435 of July 3, 2015, available at https://vashkontrol.ru/files/documents/435-method.pdf (in Russian), archived at https://perma.cc/6CAP-57J3.
 Resolution of the Government of the Russian Federation No. 1284, attachment.
 Decree of the Ministry of Economic Development of the Russian Federation No. 435, § I.2.
 Id. § I.3.
 Resolution of the Government of the Russian Federation No. 1284, §15.
 Decree of the Ministry of Economic Development of the Russian Federation No. 435, § I.4.
 Id. § I.5.
 Id. § I.6.1.
Last Updated: 12/30/2020