Forming of the quality assessment system of administrative services provision

Abstract

Problem setting. Building a quality management system requires considerable effort from the staff of the executive branch. It will be easier to make these efforts if their purpose is clear. The purpose of the introduction of quality assessment of administrative services is to improve their quality and, as a consequence, to improve the mechanism of relations between citizens and the government.Recent research and publications analysis. Researches of such scientists as O. Babinova, S. Dubenko, A. Kirmach, V. Melnychenko, N. Plakhotniuk, V. Soroko, V. Tymoschuk, and others are devoted to the problem of forming of quality assessing system of administrative services. However, despite the focused attention of scientists to the process of forming a quality assessing system of administrative services, some unresolved aspects remains. One of them is systematization and generalization of the approach to the formation of a quality assessing system of their provision.Highlighting previously unsettled parts of the general problem. The current practice of providing administrative services in Ukraine has a number of significant shortcomings. Among them: process of responsibility transfer of administrative authorities for collecting certificates, process of document approval, unreasonable collection of fees or its excessive amounts for usual services, setting of an inconvenient reception schedule, improper legal regulation of procedural issues services, etc.Paper main body. Administrative services are a very important element in the relationship between administrative authorities and individuals and legal entities. We face this phenomenon almost every day, so it is very important that administrative services are provided in a quality and timely manner. Administrative services are public authorities aimed to provide conditions for the exercise of the rights of citizens.Relations between administrative institutions and individuals should be based on such principles as the rule of law, legality, proportionality, responsibility, openness, procedural justice, accountability. With this in mind, an assessment of the quality of administrative services is necessary to check the performance of administrative institutions, how well and quickly they perform their duties.In modern practice, we understand that comprehensive quality indicator should be presented as a set of indicators of service quality and service quality. The quality assessment system forms a set of criteria that covers all possible aspects. These criteria are indicators that are the basis for standards setting for the provision of administrative services and which can determine how well the needs and interests of the citizen are met in the provision of a particular service and how professional is the activity of the administrative authority. The latest models of public administration are focused primarily on creating a flexible and effective system, strategically aimed at the client – the citizen. The purpose of assessing the quality of administrative services is to improve the quality of the services themselves. Administration should be replaced by management with its ideology, methodology, best practices and techniques. General approaches to the formation of the quality management system in the authorities include definition of all services provided by this authority. The quality of administrative services should be assessed on the basis of established criteria to be able to evaluate and standardize the processes of providing these services.Conclusions of the research and prospects for further studies. Today, the administrative services provision in Ukraine should become a pilot process, the effectiveness of which would finally be recognized by the whole society. The prestige of administrative services would significantly increase confidence in the authorities. International experience shows that an important prerequisite for improving the services quality, provided by state executive authorities and executive authorities of local self-government, should be the formation of an assessing system and maintaining the level of quality of services provided to citizens. Such an approach leads to the analysis and identification of bottlenecks in the existing methodology for forming a system for assessing the quality of administrative services.European standards for quality assessing of administrative services includes a set of principles, norms of formation and implementation, requirements for civil servants. This set creates the basis for approaching certain, recognized by the world, standard for the implementation of modern level of quality assessing of administrative services. Adherence to the standards will bring Ukraine to a new level of interaction between the state and citizens, as well as the provision of quality administrative services.