Independent Assessment of the Quality of Social Services in the Development of the Social Sphere: Economic and Management Aspects

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Abstract

The relevance of the topic of an independent assessment of the quality of the conditions for the provision of social services (IQA) is determined by the priority of the task of improving the quality of human life and the level of citizens' trust in the state through managing the effectiveness of the provision of services by organizations in the social sphere based on the interests and needs of their recipient. As a result of an independent assessment of the quality of the conditions for the provision of services in the social sphere, it is implied not just formal feedback on the quality of the conditions for the provision of services, but the implementation of consistent management actions based on the results of the assessment. In the article, an independent quality assessment is considered not only as a tool for diagnosing the state of the social sphere, which, based on the analysis of citizens' opinion, to identify shortcomings in the formation of the environment for the provision of services, but also the basis for developing targeted measures to eliminate them and the economic justification of the necessary costs and sources of their financing. Based on the surveys, planning and reporting documentation of government officials, the main problems that need to be addressed both by the organizations themselves and by the social sphere management bodies at all levels have been identified. The economic and managerial aspects of using the IQA as an indicator of the development of the social sphere and the basis for making managerial decisions are analyzed based on the analysis of the opinions and requests of service recipients. Suggestions are given on using the results of the IQA for tactical and strategic planning at the regional level in order to increase the client-centricity of the social sphere.

About the authors

Svetlana A. Petrova

Federal State Budgetary Institution «All-Russian Research Institute of Labor» of the Ministry of Labor and Social Protection of the Russian Federation

Email: sa-petrova@vcot.info
Cand. Sci. (Eng.), Associate Professor, Director of the Resource Center for the Development of the Civil Service Moscow, Russian Federation

Galina N. Grigor'yants

Federal State Budgetary Institution «All-Russian Research Institute of Labor» of the Ministry of Labor and Social Protection of the Russian Federation

Email: galina.grigoryants@gmail.com
Cand. Sci. (Econ.), Senior Analyst of the Resource Center for the Development of the Civil Service Moscow, Russian Federation

Yuliana A. Aleksentseva

Federal State Budgetary Institution «All-Russian Research Institute of Labor» of the Ministry of Labor and Social Protection of the Russian Federation

Email: aleksencevayi@vcot.info
Leading Analyst of the Resource Center for the Development of the Civil Service, Cand. Sci. degree seeking applicant Moscow, Russian Federation

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