Abstract
The purpose of this article is to develop and present the applied aspects of the evaluation methodology of the Administrative Service Centres performance and their employees and reveal some positive trends and some problematic moments of centres work. The main feature of proposed evaluation methodology is to study the Administrative Service Centre's activity for compliance with the requirements of the Law of Ukraine "On Administrative Services", regulatory documents, best practices and concept of an integrated office for provision of administrative services. The methodology describes the results of an online survey conducted by the authors on the impact of the implemented practical measures on Administrative Service Centers' efficiency in various aspects. The actual state of quality/quantity of public service provision in Ternopil region have been examined and the results of peer-review and recommendations were sent to the officials of each cities and united territorial communities to get acquainted with the information, make rational managerial decisions and implement appropriate measures. The key criteria covering the most important areas of the Administrative Service Centre's activity and staff involved in administrative service delivery have been pointed out and evaluated in the study. The article presents the practical significance of the proposed methodology for community development and highlights the practical benefits of the methodology for participants of providing, regulating and receiving administrative services including the Administrative Service Centres Management, Administrative Service Centre employees, experts, local governments, and service users. Some positive trends and problematic moments in the administrative services provision have been revealed and some recommendations for improving the Administrative Service Centre work have been developed. The evaluation results will serve to monitor and systematize all key aspects of Administrative Service Centres work at the regional level and analyze growth rates in Centre' performance over time.
Highlights
The complaints and between the Administrative Service Centres and other suggestions box was either empty or only contained a organizations. This is because the Administrative Service few mostly positive reviews
The distribution of corresponding average scores provided. This indicator depends on the settlement's size; among the Administrative Service Centres surveyed in several villages joined the united territorial community and rayon state administrations shows that ten received number of people servicing by every Administrative average scores were ranging between 35 and 41
Percentage of full score) received by the top 32 Some positive trends include the following: Administrative Service Centre' staff for the quality of — the overall average score of administrative services administrative service delivery under the six main quality provided by the Administrative Service Centres of evaluation criteria (Table 7)
Summary
Service Centre and regulated by relevant legislation 7 Free public access to bylaws, regulations, work schedules, information 1–5 cards for receiving administrative services and information stands 8 Number of requests to the Administrative Service Centre / administrative 1–5 services provided transformation of public service delivery in Central and Eastern Europe [1; 2; 9]. 11 Feedback from the public, business entities and representatives of the administrative service providers on the work of the Administrative. 1–5 for ensuring the provision of administrative services quality including the evaluation with the 1–5 main steps: forming the requirements to the. 1–5 quality of administrative services provision; defining criteria for assessing the quality of Service Centre registered in the established order during the previous service provision; selecting assessing tools for calendar year before the date of the competition (complaints and suggestion box, positive feedback) the quality of services and service providers'. 12 The use of innovations in the Administrative Service Centre ensuring 1–5 activity [8]; the others have offered a effective work methodology for monitoring the Administrative. 13 Has the Administrative Service Centre received assistance from local or 1–5 international technical assistance programs for the modernization or creation of the Administrative Service Centre? 13 Has the Administrative Service Centre received assistance from local or 1–5 international technical assistance programs for the modernization or creation of the Administrative Service Centre? If yes, in which ones?
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