Problem issues and measures to improve work with citizen appeals in the federal service of the national guard troops of the Russian Federation

The subject of the study is the administrative and legal procedure for submitting and reviewing citizens' appeals in one of the state authorities, the Federal Service of the National Guard Troops of the Russian Federation (hereinafter referred to as Rosgvardia or the National Guard Troops). Special attention is paid to the amendments to the Federal Law "On the Procedure for Reviewing Citizens' Appeals in the Russian Federation" that were introduced on December 28, 2024, and came into force on March 30, 2025 (which almost completely eliminated the possibility of submitting citizens' appeals via email and established mandatory identification of applicants when submitting citizens' appeals electronically). The article analyzes the statistics of citizens' appeals submitted to the Russian National Guard and examines the main problems of processing citizens' appeals in the National Guard troops, as well as suggests ways to overcome them. The publication is based on a system of general scientific and special legal methods of scientific cognition, including the use of dialectical, formal-legal, comparative-legal, and systemic methods. The analysis showed a significant increase in the number of citizens' appeals to the National Guard over the past three years, which, on the one hand, demonstrates the existence of problems (with which citizens appeal), and on the other hand, leads to an increase in the workload of officials and complicates the work of qualitatively reviewing and resolving appeals. The rejection of e-mail as a method of receiving citizens' appeals, combined with the need to be authorized through the public services portal, on the one hand, allows for the streamlining of the processing of electronic appeals, eliminating anonymous and mass mailings, and on the other hand, may make it difficult for certain groups of the population to access the electronic channel of interaction with the state. A special group of problems is formed by issues related to the quality of handling appeals, including in the context of the secrecy of certain areas of the National Guard's activities and the lack of effective mechanisms for external control over the quality of responses. To solve this group of problems, it is proposed to regulate repeated and duplicate appeals by law, provide for the possibility of submitting collective electronic appeals, increase administrative liability for violating the procedure for handling appeals, etc.