Improving the quality of the provision of electronic public services

UDC 336.1

Authors

Yakovleva O. G., Tkach E. S.

Abstract

One of the main directions of development of the public administration system in the Russian Federation is to improve the quality of public services provided, which is an important factor in improving the level and quality of life of citizens of the country. The article considers the concept of “public service” from the perspective of various authors, as well as on the basis of current legislation. Various criteria for the classification of public services presented in modern scientific literature are highlighted. The main directions of improving the quality of public services are considered in the framework, including on the basis of indicators formulated by the Government of the Russian Federation. The main indicators are identified such as the level of public satisfaction with the quality of public services; the proportion of citizens using the electronic format for obtaining public services; the proportion of citizens with access to public services through the MFC (multifunctional centers). Deficiencies in the process of providing electronic public services were identified and analyzed. Possible measures aimed at their elimination are considered.

Keywords

government services, electronic government services, informatization, quality, government, citizens.