CUSTOMER FOCUS AND EFFICIENCY OF PUBLIC SERVICE PROVIDERS

Abstract

Implementing the goals related to the modernization of the sphere of public services requires revising the reform stages that have been completed and assessing its current results. This study proposes an integrated approach to the development of a methodology for such an assessment, as well as a communication environment that creates an effective demand for the data obtained. The research objective is to develop and test a methodology for assessing the customer focus of government institutions. The tasks are: to formulate a problem, build a research methodology, form an array of data, assess the general perception of the public services sector by the respondents, identify the most problematic sectors of public services in the public perception, and analyze the respondents’ proposals. The research methodology is based on analytical procedures related to the collection and processing of primary and secondary data, conducting opinion polls and interpreting research results. The study is aimed at identifying the public perception of the level of customer focus of public service providers and government agencies, which determines the relevance of this work. The object of the research is the socio-economic situation of the population of Russia. The subject of the research is the satisfaction of the public with the quality and procedure for the provision of public services. The survey was conducted on March 23-27, 2021 on a non-random river sample. In total, 2110 people were interviewed. The sample is not representative and does not represent the population of Russia; however, it allows us to formulate significant hypotheses and highlight the characteristic features of the perception of the quality of public services by various social groups. The results of the study show that the public has a generally positive attitude towards public services: the maximum value of the Index for assessing the quality of public services reveals the top three (migration registration services, obtaining personal vehicle documents, medicine). Nevertheless, the high assessment of the quality of medical services contradicts the data of other surveys that state the Russians’ critical attitude towards the healthcare sector. Approval of the depersonalization of the service provider in areas such as education and health deserves in-depth study.  

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