CRITERIA FOR MONITORING AND ASSESSING THE QUALITY OF ADMINISTRATIVE SERVICES (USING THE EXAMPLE OF THE CENTER FOR PROVIDING ADMINISTRATIVE SERVICES OF THE IRPIN CITY COUNCIL)
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Abstract
The article considers approaches to assessing the quality of administrative services provided by the Center for Providing Administrative Services of the Irpin City Council, and also analyzes the criteria that can be used for their monitoring. In modern conditions, ensuring citizens' access to quality services is an important task of public administration bodies, which has a decisive impact on the development of a democratic society and citizens' trust in government bodies. Assessing the quality of administrative services is a key tool for identifying strengths and weaknesses in the provision of services, ensuring their accessibility and efficiency, as well as for developing recommendations for further improvement. Current approaches to monitoring the quality of administrative services are analyzed, citing specific criteria such as speed of service, accessibility, level of citizen satisfaction, staff qualifications, technical equipment of the center and transparency of the services provided. Based on the analysis of the performance indicators of the Center for Providing Administrative Services of the Irpin City Council, a comparative review with other similar institutions was carried out, which allows identifying specific aspects that require improvement. The role of digital technologies in ensuring the accessibility of administrative services and automating processes, which contributes to reducing bureaucratic barriers and increasing the efficiency of service, is highlighted. Special attention is paid to the development of a methodological framework for assessing the quality of service in the Centers, in particular, determining the requirements for collecting and analyzing feedback data from citizens, which helps to systematically monitor user satisfaction and respond to their needs. A comprehensive system of criteria is proposed that can be used by other Centers for the provision of administrative services in Ukraine to improve the quality of administrative services. The recommendations can be adapted for regional and national centers for the provision of public services, contributing to the improvement of the administrative service system and increasing the level of citizen satisfaction with the services of state institutions.
How to Cite
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administrative services, territorial communities, monitoring and evaluation, Center for the provision of administrative services, public administration
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