Moscow e-Government Portal
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Government services in electronic format
Region : Europe
National GDP Per Capita (USD) : 11,326.77 (IMF,2018)
City Population: 12.5 Million
Year Implemented : 2010
National Gini Index : 37.7 (World Bank, 2015)
Tags : GOVERNANCE CITIZEN PARTICIPATION
Technologies Utilized : Website, Mobile app
Funding Source : Government
Project Cost :
Project Savings :
Planned Project Duration : Ongoing
KPIs : Number of services provided, Number of applications received, Number of personal accounts, Number of legal entity accounts, Program satisfaction rate
Project Context and Overview
With over 12.5 million residents, Moscow is one of the most populous cities in the world. Traditional in-person transactions and cash payments resulted in long queues for citizens, overworked city employees, and lots of delays and inefficiencies in the process.
In 2010, the city government developed a one-stop citizen portal to deliver comprehensive e-services and open more communication channels between citizens and government. This new system makes services more accessible to citizens, but also increases efficiency in the government by reducing the number of hours, resources, and funds invested. 97% of all government services have been fully transformed to electronic format, and the city hopes to transform all government services exclusively to electronic form.
Project Planning and Implementation
The project was initiated by the Mayor of Moscow in 2010 as part of the “Information City” and “Open Government” city-wide programs. The Mayor appointed the Office of the Mayor and Government, Committee of Public Services, and the Department of Information Technology to take over planning and implementation of the portal. The government used “Active Citizen,” an electronic referendum portal, to collect ideas and suggestions. They also collected e-Government best practices from other countries before implementing the project.
The city had to consider a number of factors during the implementation of the project. Rigorous research was done to analyze the demand for certain services by residents and businesses, the possibility of processes transitioning into electronic form, and the feasibility for transition of all government services into electronic form. As the project progressed, the city also had to revise or enact different regulations relevant to dealing with data, information resources, and provision of electronic services.
As of 2017, the portal offers more than 160 services together with hundreds of possibilities for making payments and scheduling appointments. On a daily basis, the portal receives almost 500,000 applications. In 2016 alone, the portal received more than 170 million applications. As of 2019, the total number of applications received through the portal amounts to about 400 million entries. The portal has registered more than 5.8 million personal accounts (indicating that 62% of the city’s population receives electronic services) and more than 14,300 legal entity accounts.
Surveys have reported that over 90% of Muscovites are satisfied with the quality of government services. Transition to electronic provision of services has reduced material and resource costs of government authorities in Moscow. Electronic services have also improved the business climate and reduced corruption.
Recommendations for Transfer
Moscow was one of the first Russian cities to implement e-Government services and implement online payments, which has served as a best practice example to other regions. Currently, other regions only offer online requests for government services, but Moscow’s portal offers completely electronic procedures including online application, electronic signature, and online results.
For other Russian regions and international cities to adopt a similar project, Moscow suggests building a strong and conducive legal framework and continuous regulation. Transition to electronic services also requires money injections and a high degree of financial security. Moreover, electronic services cannot exist without inter-authority electronic interaction, maintenance of electronic archives and storage, planning of processes, and support of information systems. It is also necessary to train government employees to work with the new electronic system and to assist residents whenever they need help. Regions or cities with better internet connectivity and a high degree of technology literacy would be able to adopt this system faster.
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