Evaluation Criterion for the Quality of Government Services

Aleksandr Yurevich Pavlov, Vera Nikolaevna Batova, Alexander Yurevich Sokolov, Natalia Nikolaevna Kovalyova, Andrey Vladimirovich Kolesnikov


Formation of criteria of an assessment of quality of the state services allows to perform measurements in the field of satisfaction of citizens with the received services and forms a basis for identification of weak places of local government and is a basis for further adoption of administrative decisions on its improvement. A problem of the quality of government services’ evaluation is a new phenomenon for the Russian legal reality. Its consideration deals with a number of problems the solution of which is methodologically necessary. For today the problem of absence of a single methodology of government services’ quality evaluation is clear. Thus there is a need to create a methodology that takes into account all important for consumers interior and exterior characteristics of the services’ process provision. The nowness of this article is determined by the necessity to improve the quality of government services. The article concludes that the systematization of quality evaluation criteria is important not only to facilitate the monitoring of government services’ quality, but also for a more effective allocation of budgetary resources. The analysis of methods to evaluate the quality of services developed in the specialized literature led to a conclusion that the success and applicability of a specific methodology for evaluation the quality of government services depends on the completeness and optimally designed system of quality criteria. This paper proposes a set of criteria for evaluation the quality of government services.

DOI: 10.5901/mjss.2015.v6n6p381

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Mediterranean Journal of Social Sciences ISSN 2039-9340(Print) ISSN 2039-2117(Online)

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