Digital Platform Helps Residents of Irkutsk Region Solve Local Problems
The Feedback Platform, operating through the Gosuslugi state services portal and accessible via widgets, enables citizens to report emerging issues in the urban environment. Thanks to digital technology, problem-solving has become much faster.
POS as a Tool for Public Engagement
Residents of the Irkutsk Region are actively using the Feedback Platform (POS), launched as part of the national project 'Data Economy and Digital Transformation of Government.' Integrated with the Gosuslugi portal, the platform enables the prompt resolution of issues related to urban improvement, safety, and a comfortable living environment. Access is provided via widgets on government information resources, including the social network VKontakte.
Recent examples of the platform’s effectiveness include reports from Irkutsk residents about vandalism on a building facade and an open attic. In both cases, local property management companies responded promptly: the facade was repainted, the attic locked, and the complainants received photographic proof of the completed work. Users rated the companies’ performance at the highest score — five points.
The Feedback Platform increases the responsiveness of government agencies to citizen requests, which in turn builds public trust and improves quality of life. In Russia, POS serves as a model of effective digital interaction between the public and the government, demonstrating the relevance of 'smart government' principles and digital governance. Moreover, POS illustrates the evolution of digital platforms from simple 'feedback forms' to powerful tools for civic engagement — a concept that could also be of interest in other countries.
Prospects: Integration with Bots
The POS model could be in demand as an exportable solution for implementation in other regions of the country, as well as in foreign states interested in successful examples of digital governance. Within Russia, the platform has the potential to expand beyond urban improvement to cover sectors such as healthcare and education. Future developments may include integration with municipal chatbots, mobile applications, and GIS technologies, enabling more precise problem reporting, detailed descriptions of issues, and data analytics on the volume of requests and response times.
Digitalization and Faster Response
The current POS traces its origins to a pilot project launched in 2019 — 'Gosuslugi. Solving Together,' part of the state services digitalization program. In the first quarter of 2025 alone, more than 7,300 requests related to healthcare were submitted via POS. In June 2025, the system received 4,865 reports from citizens about urban improvement and road conditions. By July, new features had been introduced, allowing users to pinpoint exact locations on a map, describe incidents in detail, and track the status of their requests. The average processing time was 12 days.
Transparency and Public Trust
The Feedback Platform has already proven its effectiveness, as demonstrated by the large number of real-life cases resolved in short timeframes and the high user ratings. In the near future, the platform could broaden its scope to include education, social services, and environmental protection. Deeper integration with other government services, enhanced mobility, and advanced analytics are also likely developments.
The growth of such platforms improves transparency in the work of regional and municipal authorities. Citizen engagement directly contributes to a better living environment — and as a result, strengthens public trust in municipal governance.
