Armenia`s premier emphasises effective work with citizens`  applications 

ArmInfo.A new format of information on the number of applications received from citizens and the results of their consideration has been developed and is provided monthly to public administration bodies. This was reported to the Prime Minister of the Republic of Armenia Nikol Pashinyan, under whose chairmanship a meeting was held at which the report on the activities of the office of the head of government for 2023 was reviewed.

According to the press service of the Armenian Cabinet of Ministers, the head of the Prime Minister's Office Arayik Harutyunyan and his deputies presented a report on the sectoral events carried out by the departments of the apparatus in the reporting year. In particular, information was provided on projects received by departments, conclusions drawn, comments submitted and accepted, applications received and sent, monitoring of the implementation of these instructions, issues considered in ministerial committees and decisions made, and draft government decisions. Details were presented about the digitalization of the written voting process, staffing, and document flow.

The Prime Minister was informed about the process of considering appeals. It was noted that a new format of information on the number of applications received from citizens and the results of their consideration has been developed and is provided monthly to public administration bodies. It was emphasized that statistical data is collected in a new format and summarized monthly.

Nikol Pashinyan was also presented with the programs to be implemented: the creation and implementation of reports and statistics containing information on the results of requests received from citizens, ensuring the mandatory availability of the "Hotline" function in a higher government body, the introduction of the "citizen-feedback" system, consideration and satisfaction of requests received from citizens. Nikol Pashinyan asked the responsible persons whether there were statistics on how many issues raised in appeals had been resolved, and what percentage of applicants were satisfied with the results of their appeals. "In 2023, 9,615 people applied, that is, 9,615 questions were received. How many of them were resolved, and how many remained unresolved?" asked the Prime Minister.

In response, it was reported that statistics are compiled from several sources, in this case from other departments. "Problems are not resolved by the Prime Minister's office as such, the decision is made in a specific competent government agency. We either redirect or clarify the complaint received, also trying to understand the point of view of the other side. Having established control over our forwarded appeals, we then receive statistics on the percentage of resolved appeals and their results, and thereby understand how many of the forwarded applications were resolved or did not receive a decision," noted Hamlet Nazaryan, head of the Department for Discussion, Monitoring and Evaluation of Feedback with Citizens of the Prime Minister's Office, adding that the majority of the received appeals were satisfied.

The Prime Minister noted that the issue here has two sides. The first is that the process for handling requests must be effective. "But it should also be noted that, in the end, citizens' appeals contain a wealth of information about what is happening in the country. And this information, in fact, is of great value," Nikol Pashinyan noted.

Then it was reported on the processes aimed at organizing foreign policy events with the participation of the Prime Minister, drawing up international agreements and documents of an international nature that do not have binding legal force, and work to implement a unified policy in the field of foreign affairs.  In the context of preparing and monitoring the government's program of activities, examining strategic projects, as well as monitoring the implementation of programs, it was reported that in 2023, the Prime Minister's Office implemented 541 events, and 451 events within the framework of strategies.

As part of the 5th national program "Open Governance Partnership" for 2022-2024. It was presented that as part of the reforms of strategic communications and participatory management, a needs assessment and large-scale research were carried out, and an institutional model for strategic communications management and participatory management was developed.

As part of the implementation of public mechanisms, the irazekum.am platform was created, and within the framework of information projects, the "Crossroads of the World" and "Motherland is a State" projects were initiated.

In the reporting year, events were also organized dedicated to the 120th anniversary of Aram Khachatryan, the 100th anniversary of Sergei Parajanov, the Eighth Pan-Armenian Games and the European Weightlifting Championships. The process of organizing events dedicated to the 100th anniversary of Charles Aznavour continues.