Formation of the concept of a responsible approach to the organization of work with appeals of citizens

The article examines the meaning and essence of a responsible approach to organizing work with citizens' appeals. Based on the study of the organization of work with citizens' appeals in the Krasnodar Territory, shortcomings were identified and a concept of a responsible approach to the organization of the studied issue was proposed, including a phased process of mastering new knowledge by employees, a change in the motivation system aimed at involving employees, increasing the professionalism and competence of civil servants, establishing responsibility for the performance of their official duties.