ARE STATE ENFORCEMENT ACTIVITIES CLIENT CENTRIC? CITIZENS’ PERSPECTIVE

IF 0.2 Q4 PUBLIC ADMINISTRATION

Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues Pub Date : 2022-01-01 DOI:10.17323/1999-5431-2022-0-3-38-60

Vladimir N. Yuzhakov, E. Dobrolyubova, A. Pokida, N. Zybunovskaya

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引用次数: 0

Abstract

Implementing client-centered culture is seen as one of the core areas for further improvement of public administration in Russia. Traditionally both international and Russian literature reviews client centricity in the context of public service quality. However, the range of functions which aim at fulfilling public interest and entail interaction with citizens goes far beyond public service delivery. The article aims at filling this gap based on developing and testing a methodic approach to evaluating client centricity of state regulatory enforcement bodies from the citizen perspective. Based on the empirical data collected through representative sociological public surveys conducted by RANEPA in 2018-2022, the authors evaluate client centricity of state regulatory enforcement bodies through the lens of key governance quality parameters: validity, effectiveness, and efficiency. It is demonstrated that while there are some positive trends in improved validity and effectiveness of the state regulatory enforcement actions, there have been no efficiency gains in this area. Further improvement of client centricity in regulatory enforcement area calls for simplifying the procedures for citizens to file complaints to the relevant authorities and for improving the effectiveness in reviewing and responding to such complaints. Special attention is required to improve client centricity for distant forms of interaction between citizens applying to state regulatory enforcement bodies for protection of public values (ranging from health and property to environment and personal data) and public authorities (i.e., by post, electronically or by phone).

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州执法活动是否以客户为中心?市民的观点

实施以客户为中心的文化被视为进一步改善俄罗斯公共行政的核心领域之一。传统上，国际和俄罗斯文献都在公共服务质量的背景下评论客户中心。然而，旨在实现公共利益并需要与公民互动的职能范围远远超出了提供公共服务的范围。本文旨在通过开发和测试一种从公民角度评估国家监管执法机构以客户为中心的方法来填补这一空白。基于RANEPA在2018-2022年间进行的具有代表性的社会学公众调查收集的实证数据，作者通过关键的治理质量参数:有效性、有效性和效率来评估国家监管执法机构的客户中心性。研究表明，虽然在提高国家监管执法行动的有效性和有效性方面有一些积极的趋势，但在这一领域没有提高效率。进一步改善以客户为中心的监管执法，需要简化市民向有关当局投诉的程序，并提高审查和回应投诉的效率。需要特别注意改善以客户为中心的方式，以便在向国家监管执法机构申请保护公共价值(从健康和财产到环境和个人数据)的公民与公共当局(即通过邮政、电子或电话)之间进行远距离互动。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues PUBLIC ADMINISTRATION-

CiteScore

1.10

自引率

33.30%

发文量

期刊介绍： PUBLIC ADMINISTRATION ISSUES is a scientific peer-reviewed journal published by the National Research University High School of Economics (NRU HSE).The journal is published quarterly in Russian, and contains original articles by Russian and foreign authors. In addition, a special English language issue containing original articles by Russian and foreign authors has been published since 2014. The editorial board consists of leading Russian and foreign scientists in the field of public administration as well as prominent practitioners. The journal is indexed in the international databases: Scopus, RePEc, EBSCOand the Russian Science Citation Index (RSCI) on the platform of Web of Science. In addition, the journal is on the list of key peer-reviewed scientific journals and publications that the Higher Certification (Attestation) Commission in the RF Education Ministry recommends for publishing the main scientific results of theses for PhD and doctoral degrees in Economics, Sociology and Law. The journal focuses on the following subject areas: − Current theories of public administration. − Theoretical fundamentals of economic and social policy − Factors and Assessment of efficiency in public and municipal administration. − Innovations in the system of public and municipal administration. − Planning and forecasting in the system of public and municipal administration. − Staff of the state and municipal service. Management of personnel in public and municipal bodies and in organizations of the public sectors. − Financial, logistical and information resources of the state and municipalities. − Public service. − Functional features of public sector organizations. − Partnership of the state and municipalities with nongovernmental nonprofit organizations. Economic and administrative challenges facing “third sector.” - Development of education programs on public administration.