Mikhail Kuznetsov reported to the President on the results of handling citizens' appeals to the program "Year in Review with Vladimir Putin."

      Russian President Vladimir Putin held a meeting with members of the government at which the head of the Executive Committee of the People’s Front, Mikhail Kuznetsov, presented the results of work on citizens’ appeals for the program “Year in Review with Vladimir Putin.”

      “At your instruction we are tracking the processing of 2.6 million appeals. We are grateful to Sber, which allowed us to use its artificial intelligence system to process large data sets. We receive feedback from citizens whose appeals have been marked as resolved by the authorities. Currently 46% of citizens confirm that they are satisfied with the responses they were given, which is 5% more than last year. The trend is positive,” said Mikhail Kuznetsov, head of the Executive Committee of the People’s Front.

      People’s Front experts identified the topics that concern Russian citizens most. An important block is appeals from wounded fighters of the special military operation and their family members. Relatives of participants in the special operation note that a single free trip to the hospital to visit a wounded fighter undergoing long, multi-month treatment in another region is insufficient.

      “We propose that the government consider providing additional trips for family members to the place of treatment if the fighter is undergoing treatment there for more than six months — such cases exist — or recommend that regions find ways to provide free accommodation for such relatives during their visits to the patient so that they do not have to travel from other subjects at their own expense. Many say that when they come to the hospital they could help medical staff care not only for their own relatives but also for their roommates in the ward.

      In addition, appeals from people with disabilities were recorded regarding technical rehabilitation aids. In particular, they note that the time it takes for funds to be credited to electronic certificates sometimes reaches two to three months or more; there are widespread complaints that the amount of the electronic certificate does not cover the full cost of prostheses, and people have to pay the difference out of pocket.

      “We are in dialogue with the Ministry of Labor on this issue; for them the cost is determined by their wholesale purchase price, while the retail price sometimes differs. We propose regulating the procedure for determining this price,” Kuznetsov said.

      Another item in the report concerned appeals from patients with serious illnesses. Parents of children with type 1 diabetes asked for the possibility of joint stays in the hospital during hospitalization, especially if it is a non-specialized facility, and the People’s Front proposes, taking into account the bed capacity situation, to provide for such an option.

      “There are a large number of appeals from cancer patients from remote villages and towns. During the examination stage they often visit the dispensary several times a week. It is difficult for them both physically and financially. Perhaps regions could consider allocating room capacity for out-of-town citizens so they can undergo examinations over several days. Such experience existed in Soviet times. Sanatoria provided cancer patients the opportunity to stay because CT scans and other tests cannot always be completed in one day; people have to return home or book a hotel,” added the head of the People’s Front Executive Committee.

      Mikhail Kuznetsov also addressed requests received on the hotline from large families.

      “Problems persist in obtaining certificates for large families due to the lack of permanent registration at the place of actual residence even for one member of the family. It is necessary to take a proactive position. It would be possible to issue these certificates through Gosuslugi and no longer collect such a large number of documents from different subjects of the Federation,” Kuznetsov said.

      Parents in villages say that under the regulations, when there is no paved road, the school bus cannot run. “Often companies organize transportation for their employees, but children cannot be transported. There are many examples when pupils are forced to walk several kilometers to the school bus stop and back,” said the head of the People’s Front Executive Committee.

      Residents also complain about restricted access to outdoor sports facilities, including those at schools. Good modern stadiums and sports grounds are being built, but it is not always possible to use them. This problem is especially acute in districts where there is no alternative sports infrastructure. The People’s Front proposed that regions, together with law enforcement agencies, work out mechanisms to allow citizens access to outdoor sports facilities at schools while observing necessary security measures.

      Russian President Vladimir Putin noted that the Direct Line is live feedback from people; it helps identify the most acute problems at a given moment and respond appropriately to requests. He said that everything should be done to make this work as debureaucratized as possible and carried out in person, as the People’s Front has done in recent years, so that people’s requests, however many there may be, are being addressed. The head of state instructed his administration and the Government of the Russian Federation to prepare for the next Direct Line.

      The Nizhny Novgorod branch of the People’s Front noted that a number of issues raised in the report to the president are being jointly worked on with the regional government.

      “Now, with the active position of the Ministry of Sports and the Ministry of Education, the issue of providing access to outdoor sports facilities located on school grounds is being closely worked through. The People’s Front and the regional government see a real demand from residents and assess the positive effect of implementing such an initiative. By resolving the issue of safe presence on school territory, residents will have the opportunity to engage in sports on modern equipped sites,” explained Andrey Zhiltsov, head of the regional branch of the People’s Front in the Nizhny Novgorod Region.

      Since 2019, in accordance with the President’s instruction, the People’s Front has been analyzing the progress of handling appeals to the Direct Line from citizens of the country. Starting in 2023, the People’s Front became part of the large consolidated editorial team of the program “Year in Review with Vladimir Putin.” Representatives of the presidential movement participate in taking calls, systematize key problems and monitor how effectively the issues raised by Russians are being resolved.

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