Kazan officials must change their attitude towards responses to citizens’ appeals

(KZN.RU, January 31, Renat Shirmanov). Heads of all city departments should pay attention to timely and quality responses towards Kazan citizens’ appeals. Such a task has been set today by Ilsur Metshin, the Mayor of Kazan at the Business Monday.

The number of documents, decisions and orders of the Executive Committee, the orders of deputy heads of the Executive Committee and the Head of Staff has been steadily increasing. This means that the successful record keeping organization gets out to the forefront.

One of the main directions of this activity is the work with people, and as a part of this work, handling of citizens’ appeals. City residents have an opportunity to address to the Executive Committee by sending a written request, coming to the reception with a head, writing an appeal to the Internet-reception of the Mayor’s Office official portal, etc.  

Nadezhda Kazarinova, the Head of the Record Keeping Department stated in her report that during the past year the Mayor’s Office of Kazan and the Executive Committee received 28,662 citizens’ complaints.

Ilsur Metshin has drawn attention to the fact that the requests handling and responses to them is our working tool. Herewith the Mayor of Kazan stressed that the heads of departments had to change their attitude towards responses to complaints and requests of citizens. "Some of answers are so template that one can feel reluctance to see into the essence of the problem. Everyone should understand that being a municipal employee is also a vocation as to treat or educate people. Not everyone is able to do it. People come to us with hope that we solve their problems. We must remember this", the Mayor noted.

Under the information announced by Nadezhda Kazarinova, the number of appeals which were timely and fully responded had been increasing in subdivisions. However there are departments which work with the population over the past year has been estimated by Ilsur Metshin as unsatisfactory. "Transport Committee, Children and Youth Affairs Committee, Social Protection Department held a feeble work with population. Timely and comprehensive response to the citizens’ appeals is our duty. Each of us, going to work in the morning must remember this. Only then many questions will be solved at a higher level", the Mayor of Kazan said.

He has recalled that the official is a public officer, a person of authority. And the fact that the word has a negative connotation in the public consciousness is a reason to think about it. Government and its representatives must adequately serve people rather than engage in formal replies and red tape, Ilsur Metshin thinks. "Most of the questions raised by citizens have solutions. We only need to be able to find them, to be able to make decisions and take responsibility", the Mayor of Kazan summed up.