Approaches to the assessment of comfort as a criterion for the quality of public services: the experience of multifunctional centers in St. Petersburg

The research is aimed at solving the problem of assessing the quality of public and municipal services, in particular, at developing effective methods for evaluating the work of multifunctional centers, which is important for increasing citizens' satisfaction with interaction with authorities. The study examines the theoretical aspects of the quality of public services, as well as methodological approaches to assessing the comfort of multifunctional centers in St. Petersburg. The authors propose a system of parameters for assessing the comfort of receiving public services, consisting of parameters for evaluating the organization of the service provision process, as well as parameters for evaluating the service provision process.
The results of surveys of visitors and employees of multifunctional centers in St. Petersburg, aimed at identifying key parameters and criteria of comfort, are of particular value.
Based on the data obtained, the authors propose a system of parameters for assessing the comfort of multifunctional centers, which is the basis for developing a typology of multifunctional centers according to the criterion of comfort of receiving services. The conclusions presented in the article can serve as a basis for the development of measures to improve the work of multifunctional centers, as well as to improve existing approaches to assessing the comfort of providing public services. The article will be of interest to a wide range of specialists: experts in the field of public administration and local self-government, managers and specialists of multifunctional centers, as well as researchers studying various aspects of improving the quality of public and municipal services.

public services quality, comfort of receiving public services, assessment of the multifunctional center comfort