In 2025, the "Gosuslugi" platform plans to launch the "Electronic Feedback and Suggestion Book" service, 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 particularly relevant for digital platforms and aligns with the draft law "On the Platform Economy," which is expected to be submitted to the State Duma soon.
One of the first areas for implementing the service will be the tourism industry. It is expected that 15% of tour operators and sub-agents will be connected to the system by the end of 2025. This will help reduce the review time for appeals from 30 to 7 days and prevent potential consumer losses 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. Funding of 475 billion rubles has been allocated for the digitalization of public administration under the national project "Data Economy" until 2030.
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