Published: 15 March 2016
Purpose. To summarize the experience of interaction of local authorities with the population in the field of handling citizens’ appeals. Methods. The analysis of the annual reports of the Yekaterinburg city Duma on the work with citizens. Results and scientific novelty. As a result of the conducted research the author concluded about the main types of citizens, quantitative trends, quality control applications. The author proposed recommendations for improving the interaction of local authorities with the population in the field of handling citizens’ appeals.