Abstract
The article discusses the features of the provision of public services in electronic form. The dynamics of the provision of public services in the Republic of Tatarstan is given. A review of the existing methodologies for assessing the quality of the provision of electronic public services is given. The authors’ methodology for assessing the quality of the provision of state and municipal services in electronic form is proposed. An authorized executive body has been identified which is responsible for organizing the assessment of the quality of services. Formulas of individual indicators of the technique are developed. As an example, the assessment of the provision of the public service “Providing information obtained in the course of accounting for reclaimed land” is calculated. A polygon of the effectiveness of the provision of state and municipal services in electronic form is proposed. Measures to eliminate identified deficiencies in the provision of services are proposed. The authors make the conclusion about the importance of assessing the quality of services and the relevance of the proposed methodology.
Highlights
The authors propose a universal methodology for quality assessment of state and municipal services in the electronic form
There are approved administrative regulations of electronic public service There is information on the procedure on electronic public service, but there is no approved regulation There are no administrative regulations There is a possibility of monitoring via website, SMS, e-mail, single phone number and/or hotline/call center There is a possibility of monitoring via SMS, email, single phone number and/or hotline/call center There is no possibility of monitoring There are online surveys, which are updated at least once a month and their results are published
Approved administrative regulations for 1 electronic public services provided by a public authority
Summary
The effective use of modern technologies within egovernment system to a large extent depends on the utilized hardware and software complex, algorithms and information protection systems, as well as quality assessment of electronic public systems, including the system of electronic public services [1]. The use of information technologies by state and municipal authorities has become one of the priority areas of information policy of both the Republic of Tatarstan and the Russian Federation as a whole. Their use can significantly improve the efficiency and quality of services provided to citizens, ensure openness of state authorities and enable public control over state authorities. In the field of electronic services, in 2016-2018 the Republic of Tatarstan took the first place in the Volga Federal District. [2]
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