Quality management of public and municipal Services in the context of the digitalization of Society
Authors: Smeshko O. G. , Ushakova E. V. , Borisova T. A. 
Published: December 2019

The presented study addresses the issues of implementation of a quality management system (hereinafter referred to as QMS) in the efficiencyof public and municipal administration (hereinafter referred to as PMA) in the context of the digitalization of society. This study is relevant due to the fact that organizational and methodological issues of the theory and practice of QMS implementation in the efficiencyof PMA in the context of the digitalization of society in theRussian Federationare not sufficiently investigated.

Aim. The study aims to develop efficien approaches to the implementation of QMS assessment methods in the field of PMA in the context of the digitalization of society.

Tasks. The authors examine the methods, approaches, and prospects of improving the efficiency of PMA in the context of the digitalization of society; identify tools for the implementation of the QMS projects according to ISO 9001:2015 in the efficiency of PMA in the context of the digital economy; analyze data for improving the quality management of public and municipal services.

Methods. The subject of the study is the developing filed of public and municipal administration in the context of the digitalization of society. This study focuses on the quality management system in relation to this sphere, including the quality management of public and municipal services in the context of the digitalization of society. The theoretical and methodological basis of the study comprises the works of Russian and foreign scientists, international standards and regulations pertaining to the quality of products/services and management systems. The methodology of the study is based on the application of the systems approach, with quality management considered as a system, the comparative method, and general scientific research methods – analysis and synthesis, benchmarking and comparison, generalization and systematization of the obtained data.

Results. In terms of the prospects, approaches, and methods of development and subsequent implementation of QMS in the filed of PMA in the context of the digitalization of society, the authors substantiate the need to reach a new level of interaction between the government and local authorities and the citizens and business entities by switching this interaction to the digital, proactive, and remote mode. In the course of the study it is established that it is necessary to reduce the time and administrative costs of public and municipal services, oversight functions, and operation of public and municipal bodies. The risks that hinder the creation of a full- fledged digital economy are analyzed (including risk management using ISO standards). It is necessary to improve the efficiency of application of the electronic interdepartmental interaction system following the implementation of the QMS according to ISO 9001:2015. The results of the study include analysis and improvement of the parameters of public and municipal services, identifying the priorities of consumers to continuously improve the QMS and increase the level of customer satisfaction, legal changes and enhanced security of the information environment in the context of the development of digitalization in the field of public and municipal services. It is established that, along with the reduction of administrative barrieres, QMS implementation increases the quality and availability of public and municipal services.

Conclusions. One of the vital goals of the ongoing administrative reform is to improve the procedures for the provision of public and municipal services. Implementation of relevant measures is a process that requires indicators of performance and efficiency of provision of public and municipal services. A quality management system built according to the international standard ISO 9001:2015 could become a proven tool. The theoretical and practical significance of the study consists in the development of approaches and methods for the examination of Russian and foreign practices in QMS implementation in the fieldof PMA in the context of the digitalization of society to further develop an optimal QMS project for this sphere.