Thesis for a Candidate of Sciences in public administration on a specialty 25.00.02 - mechanisms of public administration. - Chernihiv Polytechnic National University. - Chernihiv, 2021.
The thesis is devoted to the development of theoretical provisions, methodological approaches and practical recommendations for improving the quality management mechanism of public services provided by the service centers of the Ministry of Internal Affairs of Ukraine. The assessment of the quality of service provision is, in fact, an inspection of the activity of the entity providing services for compliance with the result of the provided service to the officially established requirements. It requires a comprehensive approach to solving the tasks. In particular, streamlining the system of public services requires a systematic approach, improving the procedure for their provision - the process approach, selection, training, staff competence. One of the basic bases for formation of methodology of an estimation of activity of service centers and quality of services can be the operating quality management system ISO 9001. The basic principle of this system is orientation on needs and expectations of customers provided by creation and functioning of the client-oriented system of rendering of services. receiving feedback and comments and takes into account the comments and suggestions of customers. The scheme of logical connections of the conceptual and categorical apparatus of public administration in the part of definition of the mechanism of management of quality of rendering of public services is constructed.
The paper substantiates the theoretical basis of the tools for assessing the quality of public services in the activities of service centers. The basic concepts in the field of service provision are defined. Quality standards of public services are characterized. Public services are divided into state and municipal, they can also be paid and free, social, business, registration and so on. An important aspect of providing services is their quality. When assessing the quality of services, you can use parameters such as openness and transparency; efficiency and timeliness; availability of information on the provision of public services; rational minimization of the number of documents and procedural actions that are necessary to obtain public services; accessibility and convenience for the subjects of appeals. The principles on which the provision of services is based are: efficiency, timeliness, accessibility, convenience, openness, respect, professionalism. Many methods are used to assess the quality of service delivery, from surveys to internal and external audits.
Based on the systematization of foreign experience in quality management of public services, the feasibility of its implementation in the service centers of the Ministry of Internal Affairs of Ukraine was proved. The normative-legal base of regulation of quality of rendering of public services by service centers of the Ministry of Internal Affairs of Ukraine is investigated and systematized. The main prospects for further development of legislative support of public services are identified. The main functions and public services of the regional service centers of the Ministry of Internal Affairs of Ukraine are determined on the example of the work of the service centers of the Chernihiv region.
The theoretical and methodological construction of mechanisms for quality management of public services provided by service centers of the Ministry of Internal Affairs of Ukraine is proposed. The activity of service centers of the Ministry of Internal Affairs of Ukraine is analyzed. The main trends in the quality management of public services are identified.
The main criteria for assessing the quality of services are proposed and the provisions for monitoring the quality of public services provided by the service centers of the Ministry of Internal Affairs of Ukraine are developed. There are five most common criteria by which consumers assess the quality of service, namely: reliability or ability to perform the promised service in a predetermined period $ friendliness, ie the desire and willingness of employees to provide service; security, ie customers must be confident in the professionalism of the service provider; mutual understanding with customers is defined as care and personalized attention given to customers; Evidence takes into account the physical aspects of the service, such as the means of service, the appearance of the staff, the tools or equipment used to provide the service, the physical embodiment of the service and the availability of other customers.
