Technologies of work with citizens’ appeals to the Administration of Tomsk Oblast

The aim of the article is to consider citizens’ appeals, one of the most significant spheres of the Tomsk Oblast Administration activities. The incoming complaints and proposals show the urgent problems the population of the region face. Rapid response and professional solution of issues are the main tasks of local authorities. The author dwells on the structure and responsibilities of the department that works with this kind of documentation, its normative and methodological bases. It should be noted that the employees work professionally, at a sufficiently high level, with such specific documentation. The distribution of job responsibilities between the employees of the department has been regulated in order to prevent duplication of operations and optimize the mechanism of handling complaints in and beyond the territory of Tomsk Oblast. Appeals are received via several channels: via postal service, e-mail, fax, VipNet (channel for letters coming from the Presidential Administration), in person. Every day, 30-40 applications are received for registration, and the number of appeals via e-mail is growing. The procedures for working with written, oral and electronic appeals have much in common; they still differ in some aspects. The article analyzes in detail all the operations of appeal processing: registration, execution, control over execution, preparation of a reply, etc. There is a special control over appeals addressed to the President of the Russian Federation. After analyzing the activities of the department for working with citizens’ appeals, the author notes that the number of appeals is growing every year; there is an increase in repeated appeals. Analysis of appeals identifies the most problematic issues of the recent years. These are issues in the field of housing and utilities sector and the social sphere. The social categories of pensioners, disabled people, representatives of families with many children and single-parent families appeal to the Administration most frequently. The greatest number of appeals (per one thousand people) comes from the inhabitants of Tomsk and Kedrovy, of Tomsk, Verkhneketsky and Molchanovo districts. Appeals the department receives are analyzed quarterly concerning the number, nature and course of their processing. At the end of the calendar year, a report is prepared with similar information for the governor and other officials. Based on the identified problems, the employees of the Administration take appropriate measures to resolve, regulate and prevent similar complaints and requests in the future.

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