The roles of the state and business in their interaction with people outlined at the National Centre RUSSIA
Once, the trend towards client-centricity was set by business, but in recent years this has also become characteristic of the state. What has changed today, and who will define the tone of interaction with people in the future? These questions were discussed by participants of the session "The Digital State: Together with Business for the People", which took place on 13 November at the National Centre RUSSIA as part of the Forum "Digital Solutions 2025".
Deputy Chief of the Government Staff of the Russian Federation Sergei Velmyaykin summed up the interim results of the major journey the state has taken in the field of digitalisation.
"At some point, business moved ahead, and the state had to take seven-league steps to avoid lagging behind the digitalisation locomotive. Today, looking back at the path travelled, I can confidently say that the state is not only riding in this locomotive – it is steering it. We consider the receipt of services from home via the Unified Public Services Portal to be the absolute benchmark, and here we strive for 100 percent coverage. In addition, we aim for the Unified Public Services Portal to become the entry point for less-demanded services as well. And finally, we do not forget about multifunctional centres, which are also in high demand today. So, a great deal of work has been done; as a state and as a society, we are already in the digital space, but life does not stand still, so we do not rest on our laurels either," said Sergei Velmyaykin.
He noted that the state not only successfully applies its accumulated experience in relation to citizens, but also replicates it in the provision of services to entrepreneurs.
Head of the Digital Solutions Department at Polylog Consulting Group Lyudmila Bogatyryova shifted the focus from technology to the individual. She noted that, in many cases, it is user habits that become the driving force of change.
"The basis is not even technologies or authorisation systems – it is user habits. They are, in fact, what drive both business and the state. If business is ahead somewhere, the user expects the same level of service from the state, and vice versa. As a user, of course, I am in favour of receiving services remotely – it saves my time, which I can spend on my personal life and hobbies. From the perspective of a service developer, if a person wants to go somewhere physically, this often means that the service has been poorly digitised and is so inconvenient that it is easier for the user to resolve the issue in person," said Lyudmila Bogatyryova.
Director of the Machine Learning Department at MTS AI Daniil Kireyev continued the discussion on how trend-setting looks today. He believes that the future belongs to collaboration.
"Within Gosuslugi and other services, the state sets the standard for service quality. However, people have different needs every day – needs that cannot always be met solely by the state. At this point, business steps in, providing services within life scenarios. Here, the state can act as a platform that simplifies interaction between all participants. After all, data privacy is a matter of citizens’ trust, and we must find an effective balance between the pace of development and preserving this trust. So, when it comes to who sets the trends, I fully support the idea that it is synergy. Moreover, only through this synergy can we find the optimal development path," concluded Daniil Kireyev.
The discussion also included contributions from Deputy Managing Director at Avito Mikhail Ryzhenkov and Head of the Ecosystem Identification Centre at T-Bank Mikhail Bulatov.
The Forum "Digital Solutions 2025" is held at the National Centre RUSSIA from 12 to 15 November. The organiser of this major IT event is the Ministry of Digital Development, with the support of the Government of the Russian Federation. Participants are discussing the country’s digital transformation across three thematic blocks: "Business", "Society" and "Federal and Regional Government Bodies". A key event of the programme was the presentation of the national award "Digital Solutions", which recognises the most successful digitalisation projects. Guests can also explore an interactive exposition showcasing the achievements of the Russian digital industry.
Event photobank
The event will take place on 15 December as part of the opening of the National Centre RUSSIA branch in Krasnoyarsk.
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