When will the services be truly electronic? The position of Sherzod Habibullaev
Before launching the new version of the portal UPIPS 2.0, users of social networks had many questions based on personal experience and information on the operation of similar systems abroad. This was shown by the questions received for the project "Temporarily available". We bring to your attention the answers given to them by the director of the Center for the Development of the Electronic Government System, Sherzod Habibullaev. Once again, Sardor Husanov was active on our project. Director of the Center for Development of the Electronic Government System Sherzod Habibullaev answered all your questions, we offer all comments to your attention. Sardor Husanov: - Dear Sherzod, many people in the concept of e-government put the idea that all documents can be obtained without getting up from the computer. But, unfortunately, our UPIPS often serves as a platform only for submitting an application to the state agency, the services are informational, and even more strangely semi-automatic. For example, a person needs to receive a certificate of non-conviction. He submits an online application. This ends the process of making life easier for citizens. Now we have to go and pay for it ourselves (I would like to do this without getting up from my chair) and get a paper with a wet seal. When will the system be set up, in which people will be able to get a full range of services directly at home: application, online payment (if necessary) and obtaining valid information without wet printing?! P.S. This is just an example, there are a lot of such services in different spheres. Sherzod Habibullaev: - The availability of semi-automated services on the Unified Portal of Interactive Public Services is not a new practice. Such services exist in different countries and are due to a number of objective factors. First, this is due to data security requirements. In a number of cases, including obtaining a certificate of non-conviction, the regulations are strictly prescribed by the legal and regulatory framework, and, therefore, the portal operates within existing mechanisms. As for the payment of public services. We took this into account. In the new version of the Unified Portal of Interactive Public Services 2.0, online payment is provided. Gradually, this part of the procedure will be automated, we are going to connect all government agencies to mobile banking services. Now it is already possible to pay a lot of services online through the applications Uzcard, PayMe, Click. I think in the short term we will cover the maximum number of services in this direction. I want to note that representatives of online payment services are already coming to us with initiative. And in this vein, we strive to take into account the interests of our users as much as possible: some of them have already reached an agreement that the online payment service will be free for users of the Portal. Sardor Husanov: - When will the services be truly electronic? For example, to replace a passport of a citizen of the Republic of Uzbekistan, you can send an online application to the District Department of the Interior Affairs (ROVD). A time is appointed, an inspector meets with you and performs the necessary operations yourself (filling out questionnaires, collecting signatures, etc.), that is, the service is not systemic, operational. Sherzod Habibullaev: - To make it more convenient, let's explain the structure of the system "Electronic Government". Of course, you are right, the Portal was created in order to maximize the process of rendering services by state authorities. On the basis of the existing Single Portal, which is only a point of interaction between the user and the state agency, a number of Integrated Information Systems (IIS) have been launched. They are directly related to the databases and the ID.uz system. That is, when you request a service, the IIS and the database issue a maximum of automated actions. In the new version of the Portal, we took into account the problems of user identification and developed a qualitatively new OneID user identification system, which is directly linked to the database of individuals and legal entities. When registering, you enter your passport data once (or the data of a legal entity), then the system will identify you yourself. In the future, this account can become a kind of "virtual" face indicator, and act in offline space. For example, this reduces the bureaucratic processes of obtaining certificates. A single ID-number of the passport is now, in fact, your registration on the portal. It is enough to enter this data once, and the system will "find" you in the database. However, the example you give is somewhat at odds with the understanding of "real" e-services. Getting a passport of a citizen cannot be automatically a priori fully, at least because of the need for human biometric data. If we talk about "electronic lines" - a record for the inspector and civil servants for the reception, then this is the prerogative of the state bodies themselves. As for the procedure, which you mentioned, it is this issue that is currently being considered in the framework of the Strategy for the Further Development of the Republic of Uzbekistan. We are developing a solution, but it is necessary to understand that the implementation will take a certain time - it is necessary to create an infrastructure, provide technical equipment, "raise" the network, train public servants on the ground. Together with the Ministry of Internal Affairs of the Republic of Uzbekistan, we are now working on the issue of connecting 194 regions throughout the country. Sardor Husanov: - Recently, the function of online filling of the customs declaration T6 has been added. When using this service generates a huge number of problems than if you just come and fill it by hand or download a declaration on the SCC website, fill it out and print it out. So, for example, using "on-line service", it is necessary: 1. to download PDF file declaration T6; 2. to fill it out; 3. to save; 4. to download; 5. to send; 6. to receive; 7. to print. And with this completed form you should approach customs control. A lot of actions that are not meant to make people's lives easier. It seems that services are created for the sake of services, not for the sake of people. When will all services be revised from the position of convenience for people, not from the standpoint of accomplishing the tasks set? Sherzod Habibullaev: - For the convenience of citizens of the Republic of Uzbekistan, since the end of 2016, the provision of an online customs declaration has become available on the Unified Portal. The service is provided to individuals free of charge. With this interactive service, you can fill out the passenger customs declaration on the computer in a convenient place for you and the optimal time. Filling out the declaration in electronic format, you save time that could be spent in the queue or filling out the document manually. This service was launched taking into account the reduction of the time for customs clearance at the customs border and its full automation is possible with the assistance of the State Customs Committee at subsequent stages of implementation. Also, at the moment, a new version of the Portal is being prepared for launch. Over time, after the alpha and beta test, all services migrate to the new system. The difference in principle between the new version of the Portal is that it is completely user-friendly. We are going to ensure that the user can get a high quality service in three, at most five clicks. That's why we really need a dialogue with users. And we will be grateful to you personally for the feedback on the new version of the portal, which is expected to be launched in the second quarter of 2017. Electronic digital signature (EDS) is a requirement of legislation. This is international practice. But, pay attention, EDS is not required for all portal services. At the same time, only through EDS we can protect users from unauthorized access, it is also a matter of personal data security. Now the process of obtaining it is maximally automated: you can apply on the Portal or on the site of the State Tax Committee, pay for the service online (through payment systems from the Uzcard card) and receive the key on the same day at the nearest tax office. Also, questions were considered by other users of social networks that applied to the project. Sergey Realtor: - Hello, why our requests do not reach the destination, and "down" to the organization, which is a complaint? For example, on October 21, 2015, the outgoing registration number of application No. 18-14-3/18467 was registered with my appeal to the Cabinet of Ministers of the Republic of Uzbekistan on the authentic interpretation of PKM 197 on one issue only: According to Appendix No. 18 to PKM 197 "Roadmap" for Financial rehabilitation of the UE PA "Toshissikkuvvati" of Tashkent city. - Conducting an inventory of consumers (individuals) of thermal energy to identify additional heated areas of apartments, followed by charging for actually consumed thermal energy, and ensuring the conclusion of contracts with newly identified consumers of thermal energy. DO YOU NEED TO TRANSFER THE HEATING DEVICES FROM THE LOGGIA BACK TO THE HALL OR CAN YOU LEAVE AND CONTINUE TO PAY FOR AN ADDITIONALLY FUELED AREA? And this treatment of the simplest question to the body that issued the decree was not passed to the lawyers of the Cabinet of Ministers, and they sent the UE PA "Toshissikkuvvati", to which they sent cleverly just ploy. Thank you. Sherzod Habibullaev: - The work of the Portal and our Center is governed by the Law of the Republic of Uzbekistan "On Electronic Government". In addition, there is an internal regulation of our interaction with state authorities. The task of the Unified Portal is to become a point of interaction between the user and government agencies. At the same time, the procedure for considering and responding to citizens' appeals is a strictly regulated process. More often than not, the hierarchy of consideration of issues coming through the portal is built depending on the competence of the ministry or agency responsible for this spectrum of issues. In this particular case, the question you asked is the direct competence UE PA "Toshissikkuvvati", that is why an appeal brought before this institution. However, if you are dissatisfied with the work of inspectors (official), you can file an appeal in accordance with the rules of the newly constituted Inspectorate for Control of operation of multifamily housing stock under the Ministry of Housing. In addition, you have the right to apply to the court and the prosecutor's office. Yahyo Kayumov: - The very essence of the Electronic Administration (or such Administration) should be the priority - that through the online portal people in the society will be equal to the state without prejudiced conditions (rich or poor, belonging to the regions, tanish-bilish (it cannot translate in any way). Secondly, the smooth movement of the online portal does not mean that the responsibility for the quality of administrative services goes to the virtual bots, you must specify the open on the official who stands behind the quality of services. Thirdly, the personal data of users, eating citizens must be top secret and without a court order involving the user should not be used as an object of pressure on the individual, as a subject of trade commerce, and user anonymity must be respected too. There are questions if you allow: 1) Modern services we need and cannot keep up with the civilization in the era of E-society, but how to ensure access to different segments of the population to these services in all regions of the country? 2) The task of this technique is to fight corruption, that is, no one will demand or offer a bribe through the Internet. And what will motivate the performance of these services in a high-quality and conscientious manner? That is, will users have the opportunity to archive received replies or services in electronic format to use them in court proceedings? 3) Modern service requires modern skills, so do you think that national training is needed in the Republic? Sherzod Habibullaev: - Hello, Yahyo. Many thanks for the constructive questions. 1) You are absolutely right, access to the Portal is necessary on a national scale, and we are conducting certain measures in this direction. Together with the Ministry of Information Technologies and Communications of the Republic of Uzbekistan, we hold thematic seminars and trainings for civil servants in the regions. Within the information kiosks in the hokimiyat - we spread information about how to use the portal, what is "E-government". Now mobile operators (Uzmobile, UMS) have come out with the initiative - to provide access to the Portal and virtual reception rooms - for free. I think all this will have a positive effect on the dynamics of the receipt of requests from the regions. We are gradually moving to ensuring that the state authorities themselves are interested in providing online public services. Since this greatly facilitates, first of all, their work. Therefore, we will continue to help ensure that representatives of local authorities work more with the public, and inform about the possibilities of the portal. Answers to the messages that the user receives are officially registered outgoing letters from ministries and departments. That is, when considered in court, they have equal legal force with documents received on purpose. If the user's request has concerned an offense or the case in court is considering a matter related, including with the request, the data obtained through the portal can serve as evidence. If somehow the court refuses to take into account this documentation, the user can consult with specialists of the call-centers of the Portal and virtual reception rooms, and also send an appropriate complaint to the profile authority. 2) The new version of the portal - the most simple and convenient, even for users, "newbies". But, you are right, it is necessary to raise not only the level of awareness of the population about the possibilities of the portal, but also to enhance civil activity in this direction. This requires not only skills, but also certain knowledge. At a basic level, computer knowledge is taught in schools. However, this is not enough. We need to work with the population to increase legal literacy, first of all. In many ways, how the service will be provided by the agency, or what result follows the complaint: depends on the user's ability to navigate in the legal field. In this context, our work is conducted not only by representatives of our Center, Mininfocom, but also representatives of hokimiyats, mahallas, educational institutions. We regularly work with youth through trainings in colleges, lyceums, universities. One of the key roles in this is played by the media, which inform users about how to use the Unified Portal, and what opportunities are provided for users. 3) The training of civil servants regularly on a regular basis in the training centers of the "Electronic Government" at the Tashkent University of Information Technologies named after Muhammad al-Khwarizmi. Total for the country (in the regional offices of TUIT) work 12 basic training centers, 136 professional trainers are systematically engaged in training local authorities to work with the "E-government" system and provision of public services on-line. Among the trainers of 124 people - the teaching staff, 68 teachers passed the refresher course in South Korea. Together with government bodies we try to conduct our departmental activities as openly as possible. But, this is a long-term work. Its result will not be visible "today", with time. If the user has any technical problems while using the portal, our specialists are ready to help, it is enough to use the hotline phones 1060 or (0800) 2001818.

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