Abstract
The subject of this research is the quality and efficiency assessment of state and municipal services rendered by the multifunctional centers. Within the modern system of public economic relations, much attention is paid to the effectiveness of state administration and activity of executive branches of various levels. The conduct of administrative reform in the Russian Federation became a logical response to the needs of the developing country. An extensive network of multifunctional centers, which amount exceeded 2,500 nationwide, actively renders state and municipal services to the citizens. It questions the quality of services and level of satisfaction of the applicants. Relevance of this study is substantiated by the fact that in recent years, according to the official statistics, there has been observed positive trends: higher level of convenience, reliability, accessibility of state and municipal services. At the same time, persistent dynamics and modification of conditions requires constant improvement in providing services to the population. This sphere is extremely important, since millions of citizens of the Russian Federation along with foreign citizens use the services of multifunctional centers. Quality and efficiency assessment of state and municipal services is based on various approaches that consider integral performance indexes and reflect the key parameters of activity of the entire institution and its elements (structural departments and separate employees). The article presents the results of expert survey and method of “efficiency/inefficiency” factors in assessing the quality of provision of state and municipal services to the population. In the course of research, the author revealed the problems of quality assessment, as well as made recommendations on the improvement of performance and quality of provision of state and municipal services.
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