Независимая оценка получателями качества социальных услуг

Вопросы государственного и муниципального управления. 2017. № 2. С. 27–56.

Dmitrieva N., Styrin E. M., Ястребова Е. В.

One of the key goals of modern government’s social policy is to increase the quality of social services provision and, accordingly, the satisfaction level of citizens as social services consumers. Th e choice of methods and tools in order to solve this challenge is restricted to existing resources of government agencies: budget, personnel, information technologies, etc. Our research demonstrates that independent evaluation mechanism for social sphere organizations’ (SSO) work quality remains of a high demand in the worldwide context. In this paper the authors provide the methodology and results of the independent quality evaluation mechanism for social sphere organizations in Russia. We used secondary analysis of the sociological data arrays and Russian Statistics Service microdata as well as citizens’ opinions expressed in the Internet, in order to develop our methodology about citizens’ preferences for making choice among SSO. We used a comparative study to outline international experience in SSO independent evaluation process. We outlined key citizens’ satisfaction factors with social services provision by applying Kano model. We prove the multysubjective and multifactor nature of SSO independent quality evaluation.

Keywords: open data, открытые данные, independent evaluation of social services quality, public rating, consumer groups, polysubjectivity of social services quality evaluation, satisfaction factors, social services quality criteria, независимая оценка качества социальных услуг, публичный рейтинг, группы потребителей, полисубъектность оценки качества социальных услуг, факторы удовлетворенности, критерии качества социальных услуг