Факторы оценки населением эффективности деятельности гражданских служащих при оказании государственных услуг

Вопросы государственного и муниципального управления. 2016. № 2. С. 131–164.

Parfenteva D.

The subject of the research is public assessment of civil servants’ performance in providing public services in the Federal Migration Service of the Russian Federation (FMS). The aim of the research is to determine the main factors that influenced the level of public satisfaction with public services. The research is based on the hypothesis that perception of the quality of public l services depends not only on their content and administrative provision, but also on the factors, which characterize civil servants’ performance as well as specific features of the territorial bodies of the Federal Migration Service of the Russian Federation. The following factors are considered: satisfaction with the waiting time in queues, satisfaction with politeness and competence of civil servants, the number of employees of the territorial bodies of FMS, the income level of citizens in regions, the level of migration in regions and some other factors. To determine the significance of these factors the factor analysis method is used. The data are received from the federal information system «Vash kontrol’» and the Federal Statistics Service of the Russian Federation as they were in 2014. As a result of the factor analysis the most and the least satisfied recipients of public services are classified on the regional basis. The study highlights a great influence of the migration factor – the higher the level of migration in the region, the lower the citizens’ satisfaction with public services. The results of the study can serve as a basis for further research on the best regional practices of public services provision. Furthermore, they can help identify the regions in need of a more careful monitoring of public services provision.   Citation: Reshetnikova, D.S. (2016). Faktory otsenki naseleniyem effektivnosti deyatel’nosti gosudarstvennykh grazhdanskikh sluzhashchikh pri okazanii gosudarstvennykh uslug [Factors of Public Assessment of Civil Servants’ Performance in Providing Civil Services]. Public Administration Issues, n. 2, pp. 131–164 (in Russian).

Keywords: государственные услуги, civil servants, государственные гражданские служащие, public services, показатели результативности, factor analysis, performance indicators, общественная оценка, оценка качества государственных услуг, факторный анализ, performance evaluation, citizen satisfaction, public assessment, public services’ quality evaluation, оценка эффективности и результативности, удовлетворенность населения