Методический подход к оценке деятельности социально ориентированных некоммерческих организаций: адаптация зарубежного опыта в российские практики

Abstract

The development of the social sphere is one of the significant goals in the life of the Russian welfare state. One of the most difficult and unresolved issues in the social sphere is the issue of evaluating service providers. The article discusses and compares several process models, as well as their versions, which are currently being implemented in Russian prac-tice. The accumulated experience of methodological assessments of the activities of NPOs in the social sphere needs analysis and generalization, which determines the purpose of the study – the justification and testing of a methodologi-cal approach to assessing the activities of NGOs as providers of social services. The goal determines the choice of re-search methods. Firstly, it is a secondary analysis of Russian and foreign scientific and practical developments, sources in the description of the degree of development of the problem given in this section in the context of materials. Second-ly, these are methods of modeling, designing and empirical testing of a methodological approach to evaluating the ac-tivities of social-oriented NPOs as providers of social services - piloting as a model of the "OKNO" system in the period 2019-2022 in the implementation of such projects as: "NPO - provider of quality social services", "NPO Production Center", "Accelerator of projects improvement "TELESCOPE", "Authorized for quality". Based on the results of the piloting we can draw conclusions about the effectiveness of using the "OKNO" System and the positive impact on the sustainability of organizations through increasing the maturity of their business processes, which is directly related to improving the effectiveness of activities, reducing the cost of services. The digital solution for calculating customer satisfaction is just beginning to be applied. The use of these techniques has become possible thanks to the creation of their digital counterparts, but there is a need to improve them with the use of artificial intelligence technologies.