ФОРМУВАННЯ СУЧАСНОЇ СИСТЕМИ УПРАВЛІННЯ ЯКІСТЮ НАДАННЯ АДМІНІСТРАТИВНИХ ПОСЛУГ В УКРАЇНІ

Abstract

The research is examined in the article about the current state of the quality assurance system for the provision of admi­nistrative services in Ukraine. It is emphasized that public sector organizations exist to provide services to customers that must meet established quality requirements. It is noted that a series of international quality standards in various fields in the of many years of activity has been created. These standards are now used in the organization of processes within institutions, which applies to public authorities. The basis of the quality management system in public authorities should be a national standard that meets ISO 9001 - State Standards of Ukraine ISO 9001: 2015 Quality Management System. The successful ex­perience in implementing such a standard in the activities of administrative service centers in Ukraine is already available. The principles and requirements of quality standards that take into account the world practice of their implementation are de­fined. It was found that the direct criteria for assessing the qua­lity of administrative services is the relevant criteria, which is clearly spelled out in the Law of Ukraine On Administrative Services. It is established that in 2017 the Unified Requirements (Standard) for the quality of service for visitors to administrative service centers were published, which are recommended for use by such centers throughout Ukraine. The quality management scheme of administrative services is presented, which is based on a approach and reflects the role of the client in deter­mining additional quality requirements. Given the requirements for the quality of administrative services, a for assessing such quality is proposed, taking into consideration the require­ments for the quality of administrative services. Its sequence is based on the provisions of the methodology for assessing the quality of administrative services and the activities of adminis­trative service centers. The importance of the stage Organiza­tion of the evaluation process is noted, as it plays a significant role in ensuring the effectiveness of evaluating the quality of ad­ministrative services.