Assessment of State Services Quality and Availability in the Socio-Cultural Sphere

Irina V. Terentyeva, Mikhail P. Starodubtsev, Andrey I. Timonin, Natalya B. Pugacheva, Nadezhda N. Zykova, Alexander N. Lunev, Sergey G. Ezhov, Lyudmila D. Starikova

Abstract


The relevance of the presented research is caused by distribution of independent tools to assess public administration of the socio-cultural sphere by public nongovernmental organizations and scientific institutes. The objective of the paper is to develop a technique to assess quality and availability of state services in the socio-cultural sphere as components of public administration. An institutional approach has become a leading one; it allows to consider state services quality and availability assessment in the socio-cultural sphere as a complex indicator of the content quality of a resulting effect and quality of services obtained; it is also connected with the comfort of service rendering and their availability for consumers. The elaborated technique of state services quality and availability assessment in the socio-cultural sphere includes the following criteria: the level of state services quality; the level of state services availability; the level of trust that consumers have in service providers. The technique is directed to identify effective measures to provide consumers with available and high-quality state services in the socio-cultural sphere rendered by state bodies and their departments according to the results of a calendar year.

Keywords: evaluation of public administration, trust of consumers in service providers, level of state services quality, level of state services availability, socio-cultural sphere.

JEL Classifications: P35, Z13, Z18


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