E-Democracy: Available 24/7
Digital transformation is reshaping how governments engage with citizens. In Russia, public services have become more accessible, immediate, and participatory—thanks to integrated platforms that offer transparency, speed, and responsiveness.
One Window for Every Problem
At the heart of Russia’s e-democracy strategy is the Public Feedback Platform (POS), integrated with the national digital portal 'Gosuslugi' and its mobile application 'Gosuslugi. Together We Decide.' Citizens use the app to submit requests, respond to surveys, vote on local issues, and track their inquiries in real time.
The platform enables citizens to report a wide array of issues—from school lunch complaints to illegal waste dumping near residential areas. While the official response window is 30 days, most cases are resolved within 10. Beyond complaint handling, POS serves as a data aggregator, collecting feedback on public services, housing quality, licensing speed, and mortgage support programs. Over 10 million citizens have participated in surveys, contributing to data-driven policy decisions.
Regional Governance, Citizen-First
To strengthen local governance, Russia has deployed Regional Management Centers (RMCs) across all regions. These centers analyze citizen feedback from POS, social media, and other digital channels. Unlike AI bots, trained specialists engage with citizens directly, speeding up problem-solving using real-time data.
In 2023, the initiative expanded to the municipal level with the launch of Municipal Management Centers (MMCs). By 2024, MMCs were operational in seven regions, including Lipetsk, Ryazan, Tula, Sakhalin, Irkutsk, Nizhny Novgorod, and Arkhangelsk. In Moscow Region alone, 64 municipal centers are now acting as a digital bridge between communities and local authorities.
Democracy, One Tap at a Time
The 'Gosuslugi. Together We Decide' app allows citizens to vote on public space projects like park renovations and infrastructure upgrades. Through participatory governance, residents help set development priorities for their neighborhoods.
Another key platform is 'Active Citizen,' launched in 2014 for Moscow residents and now adopted nationwide. The app enables users to weigh in on public projects and has earned accolades like the Digital Communication Awards, SABRE Awards EMEA, and the Blockchain Economy award for best blockchain implementation in social initiatives.
Beyond mobile platforms, Russia’s digital ecosystem includes online reception rooms on local government websites. Citizens use these tools to flag issues on interactive maps or submit proposals for budget allocation. One example is the Altai Krai initiative portal (https://алтайпредлагай.рф), where residents propose, fund, and monitor community projects.
The evolution of digital reception rooms and feedback platforms has transformed Russian governance into a more transparent and participatory system. Citizens now engage directly in policy development through surveys, polls, and community discussions. As digital democracy expands, so does public trust in government.
