Synergy of public authority bodies and civil society institutions in the activities of the administrative services provision system

Abstract

The system of administrative services provision are studied and the results of the evaluation of this system based on technical indicators and the level of public trust are presented. An approach to the development of the ASC network is proposed, which allows not only to ensure efficiency, but also to form a single quality standard that is felt by residents of both a large city and a small territorial community. The need for regular monitoring of the system of administrative services provision is emphasized, which allows you to quickly identify weaknesses in the organization of processes and adapt the work of centers to peak loads and negative impacts. In the context of assessing the effectiveness of the system, it was established that automation of processes by itself is not able to ensure a high level of citizen satisfaction without a qualitative transformation of the service culture and professional training of personnel. To analyze the quality of service, the structure of the CSI index was considered through the prism of the subjective perception of service by consumers, which allows you to differentiate citizens’ loyalty to individual aspects of the centers’ activities: from the professionalism of the staff to the convenience of the location. It has been established that interaction between state authorities and the public in the form of a permanent dialogue contributes to the transformation of ASCs from bureaucratic structures into modern service spaces, where the state acts as a reliable partner of citizens in solving their life tasks.