КАЧЕСТВО ЭЛЕКТРОННЫХ ГОСУДАРСТВЕННЫХ УСЛУГ: ПРОБЛЕМА, ПОДХОДЫ К ОЦЕНКЕ И ИЗМЕРИТЕЛИ

Abstract

Assessing the quality of public services in electronic form in Russia is carried out by the state represented by the Federal State Statistics Service, the Ministry of Digital Development, Communications and Mass Communications and state development institutions, as well as a wide expert community represented by university research teams and rating agencies. All the many methods used indicate that the quality of electronic government services (EGS) can be assessed using various approaches and criteria, which do not always confirm each other’s results. The study, the results of which are presented in these materials, compared conclusions drawn from the interpretation of open data on the e-Government Development Index (EGDI), as well as those obtained on the basis of European statistics, Russian state statistics, VСIOM data and data from independent web analytical services. The study showed that international experts from a special UN department rank the Russian Federation in the seventh ten countries in terms of EGS quality (above average rank), while national government agencies, while monitoring the use of EGS over the past years, have recorded a consistently high and growing level. Awareness and satisfaction with the quality of EGS among the Russian population is confirmed by independent web analytics data on traffic and its quality characteristics (depth and time) of the main state online service.