ЯКІСТЬ ЯК КРИТЕРІЙ МОНІТОРИНГУ ТА ОЦІНЮВАННЯ СОЦІАЛЬНИХ ПОСЛУГ: МОЖЛИВОСТІ ЧИ ОБМЕЖЕННЯ?

Abstract

The relevance of the article is due to the need to establish an effective model for providing social services that would meet the needs and demands of consumers and would be economically rational. Construction of such a model is impossible without an effective system for monitoring and evaluation of social services. The results of the analysis of scientific sources and legal acts testify that Ukrainian researchers and legislators place special emphasis on the monitoring and evaluation of the quality of social services. The purpose of the article is to find out how reasonable and appropriate is the use of the quality criterion for further improvement and development of both social services and their monitoring and evaluation systems. To achieve the purpose of the study the general scientific methods of analysis, synthesis, comparison and generalization were used. The search was carried out in electronic databases such as Google Scholar, Web of Science, ResearchGate, Google Scholar, in the database «Legislation of Ukraine», posted on the site http://zakon.rada.gov.ua, Ukrainian and foreign websites on the theoretical and practical aspects of monitoring and evaluation in social work and activities of state and local government bodies. The article deals with the three interconnected issues without which it is impossible to create an effective system of monitoring and evaluation of social services: introduction of a national system for monitoring and evaluation of social services, monitoring and evaluation systems in social services activities, determination of the criteria for monitoring and evaluation of social services. It was established that the quality criterion, which is the basis of the Ukrainian social services monitoring and evaluation system, makes it possible to determine the level of satisfaction of consumers with the provided services, improve them according to the needs and demands of the population, but is insensitive to the financial and economic indicators of social services provision. Determining the effectiveness of the basic criterion of social services in the state standards would not only ensure the provision of quality and economically sound services, but would also provide the basis for the implementation of a result-oriented monitoring and evaluation system. An important prerequisite for the introduction of the latter is the reorientation of social services into the programmatic basis for the social services provision.