We shared our experience with handling citizen inquiries and notifications through digital feedback platforms
Indira Valiullina, Head of the User Interaction Coordination Department at the Tatarstan SIS RT "Public Control" of the Office of the Commissioner for Human Rights of the Republic of Tatarstan, discussed how we manage citizen inquiries and notifications received through digital feedback platforms.
We presented to students of the additional professional development program "Modern Leader in Public and Municipal Administration" at the Higher School of Public and Municipal Administration of Kazan (Volga Region) Federal University.
We discussed how we manage citizen inquiries and notifications in the SIS RT "Public Control," the Feedback Platform, and the Incident Management system. We focused on effective interaction with citizens, meeting request processing deadlines, and improving the quality of responses.
In the first half of 2026, more than 155,000 citizen inquiries and notifications were received through these feedback channels, a 5% increase compared to the same period last year.
The lecture also examined the most common mistakes made by responsible officials in their work, analyzed practical examples, and provided recommendations for improving the quality of processing citizen appeals and notifications. These recommendations included preparing accurate and informative responses to citizens, as well as strictly adhering to established deadlines for reviewing appeals.