СИСТЕМА НЕЗАВИСИМОЙ ОЦЕНКИ КАЧЕСТВА УСЛУГ В СОЦИАЛЬНОЙ СФЕРЕ: ПРОБЛЕМЫ, ТЕХНОЛОГИИ, ПЕРСПЕКТИВЫ РАЗВИТИЯ

Abstract

The object of the study is the system of independent assessment of the service quality (IASQ). The relevance of the topic is determined by the need to solve the problem of increasing the efficiency of social organizations and creating conditions for the provision of services, in the center of which are the interests and needs of their recipient. The aim of the study is to consider the potential of using the IASQ in solving the problem of developing client-centric public administration. The instrumental base of the study consists of methods of content analysis and expert assessments, questionnaires and monitoring studies, a comprehensive analysis of data provided by the constituent entities of the Russian Federation and statistical information from the website bus. gov.ru, and databases formed by the authors for almost a decade of the functioning of the IASQ system. The analysis of the current state and prospects for the development of an independent quality assessment system demonstrates the feasibility of its use not only to obtain feedback on the quality of services but to implement consistent reasonable management actions based on the results of the assessment to ensure effective and comfortable interaction between a person and the state. The area of the practical application of the research results is to increase the validity and efficiency of managerial decision-making in the solving the problems of client-centricity in the social sphere, the formation of tools for improving the activities of social organizations for officials of public authorities of the constituent entities of the Russian Federation and representatives of social organizations responsible for its development.