The work with citizens’ appeals is an important tool for ensuring effective interaction of the people with public authorities, which constitutes the basis of a democratic system. In turn, the reliance on information from citizens’ appeals contributes to improving the activities of the state apparatus and increasing the population satisfaction with the public services provided. The rationale for the relevance of the study consists in the existence of significant problems in dealing with citizens’ appeals in the Russian Federation. The author conducts the analysis of the following problems: the lack of a clear definition of the concept of “appeal” in the legislation, a high flow of citizens’ appeals and a low quality of their processing. The article considers the main theoretical principles of organizing work with citizens’ appeals, conducts a study of such type of operations in the administration of the Kalininsky district of St. Petersburg, identifies existing issues and provides suggestions for their elimination. The realization of the proposed measures will improve the work with appeals and increase the efficiency of interaction between the authorities and the population. The academic novelty of the research lies in the formulation of the author’s definition of the term “citizen’s appeal”, as well as in the development of the authors’ recommendations to improve the work with citizens’ appeals in the administration of the Kalininsky district of St. Petersburg.