In 2025, the "Electronic Book of Reviews and Suggestions" service is planned to be launched on the "Gosuslugi" platform, which will become a digital analogue of traditional complaint and suggestion books.
The new tool will allow citizens to leave feedback on services and goods, as well as quickly resolve disputes.
The service is especially relevant for digital platforms and is consistent with the draft law "On the Platform Economy", which is planned to be submitted to the State Duma soon.
One of the first areas of implementation of the service will be the tourism industry. It is expected that by the end of 2025, 15% of tour operators and sub-agents will be connected to the system. This will help reduce the processing time of appeals from 30 to 7 days and prevent potential losses to consumers in the amount of up to 50 million rubles.
The project is being implemented as part of the digital transformation program of federal ministries and departments for 2025–2027. 475 billion rubles have been allocated for the digitalization of public administration under the national project "Data Economy" until 2030.
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