INDEPENDENT ASSESSMENT OF THE QUALITY OF SERVICES AS A TOOL FOR ANALYSIS OF ACHIEVING THE NATIONAL DEVELOPMENT GOALS
Authors:   Resource Center for the Development of the Civil Service, All-Russian Research Institute of Labor, Moscow, Russia, Petrova S.A. , Grigor’yants G.N. ,   Resource Center for the Development of the Civil Service, All-Russian Research Institute of Labor, Moscow, Russia, Yasinskaya I.A. ,   Resource Center for the Development of the Civil Service, All-Russian Research Institute of Labor, Moscow, Russia, Aleksentseva Yu.A. ,   Resource Center for the Development of the Civil Service, All-Russian Research Institute of Labor, Moscow, Russia
Published: September 2021

The relevance of an independent assessment of the quality of the conditions for the delivery of services (IAQ) as a tool for assessing the state of the social sphere is determined by the ability to use it to identify the expectations of a modern consumer, his needs, to detail shortcomings in the delivery of services and develop measures to eliminate them. Independent assessment acts as a form of public control, contributing to the development of civil society, allowing to eliminate problems and improve the system of providing services in the social sphere. The aim of the study is to consider the potential of using IAQ in solving problems of public administration. The research methods used in the work serve as a significant empirical base based on the results of monitoring studies of the implementation of IAQ in the regions of the Russian Federation based on surveys of government representatives and citizens who receive services, as well as on the basis of information provided on the official website for posting information about state (municipal) institutions bus.gov.ru, and have a formal and logical component in terms of conducting a comparative analysis of regulatory sources, using analytical methods of functional and statistical analysis. The choice of research tools was determined by the presence in the current database of the functioning of the IAQ from the moment of its creation in 2013 to the present. The analysis of the results of an independent quality assessment made it possible to identify key shortcomings in the social sphere, the structure of problems that are most often found in the regions and their relationship with the main directions of socio-economic development of the constituent entities of the Russian Federation. According to the results of the study, the hypothesis was confirmed that the incorporation of an independent assessment into the system of executive authorities, which allows to quickly obtain objective data on the state of the social sphere, makes it possible to put its results into practice aiming to analyze the achievement of national goals and ensuring the socio-economic development of Russia. The use of the results of the IAQ to increase the validity and efficiency of management decisions to improve the activities of public organizations for officials of state authorities of the constituent entities of the Russian Federation and representatives of public organizations responsible for their development, allows for a comprehensive impact on improving the quality of life of the population.