How is the effectiveness of the MFC assessed? The MFC wants to extend the system for assessing the quality of public services to regional and municipal services
Theoretical, methodological and methodological foundations for researching the quality of services in the social service system. The need to apply service quality marketing. Application of customer-centricity principles for public satisfaction.
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According to the report on monitoring the quality of provision of state and municipal services by the Deputy Director of the Department government regulation in Economics Ministry economic development Russian Federation P. V. Malkova Yamalo-Nenets autonomous region one of the three leaders in data transfer to the information and analytical quality monitoring system public services(IAS "MKGU") among 84 subjects of the Russian Federation with 100% connection of multifunctional centers for the provision of state and municipal services for assessing and transmitting data to the IAS "MKGU".
Of the 13,211 objects of the MFC network located in the constituent entities of the Russian Federation, only 4,186 (31.69%) transmit data to the MKGU IAS. In total, the system for monitoring the quality of public services assessed more than 13.8 million services, including 6.9 million MFC services. The percentage of positive ratings is 95.68%.
Among the constituent entities of the Russian Federation, only in three (St. Petersburg, Yamalo-Nenets Autonomous Okrug and Kurgan Region) the share of MFCs connected and transmitting data to the IAS "MKGU" is 100%.
In addition to the achievements of the Arctic district in collecting data through a system for monitoring the quality of public services, advanced work methods and experience of Yamal multifunctional centers were also noted in terms of creating an analytical system for the activities of the MFC (all constituent entities of the Russian Federation must connect to a similar analytical system at the federal level by December 1, 2017 .).
FOR REFERENCE:
On December 12, 2012, the Government of the Russian Federation approved Resolution No. 1284 “On Citizens’ assessment of the effectiveness of the activities of heads of territorial bodies of federal executive authorities (their structural divisions), taking into account the quality of their provision of public services, as well as on the use of the results of this assessment as the basis for decision-making O early termination execution by the relevant managers of their job responsibilities».
This resolution gives Citizens the opportunity to directly influence the quality of public services by assessing the work of officials in a particular place, according to specific service. The assessment of the quality of public services is carried out according to such criteria as waiting time in line, politeness of the employee, comfort of conditions, availability of information about the procedure for obtaining services, etc.
The Ministry of Economic Development of Russia has created a public information and analytical system for monitoring the quality of public services (AIS “MKGU”, “Your Control”, https://vashkontrol.ru/), allowing Citizens to assess the quality of the provision of state and municipal services.
IAS "MKSU" accumulates feedback on the quality of public services through various channels. The system asks Citizens who have recently received a public service to evaluate its quality by sending SMS messages, contacting them by phone, conducting surveys through terminals and other devices in multifunctional centers and on the official websites of departments providing public services. These summary assessments are then sent to the federal executive authorities, which take appropriate measures on this basis. Thanks to this system, government leaders have the opportunity to see their work through the eyes of Consumers, compare themselves with others - and on this basis make specific decisions to improve their work. Thus, “Your Control” ensures “people's monitoring” of the quality of public services, and the results obtained are the basis for assessing the effectiveness of the relevant territorial bodies of the federal executive authorities and their structural divisions that provide public services to the population.
In accordance with the Decree of the Government of the Russian Federation of December 12, 2012 No. 1284 “On citizens’ assessment of the effectiveness of the activities of heads of territorial bodies of federal executive bodies (their structural divisions) and territorial bodies of state extra-budgetary funds (their regional branches), taking into account the quality of their provision of state services, as well as on the use of the results of this assessment as the basis for making decisions on the early termination of the performance of their official duties by the relevant managers,” citizens are given the opportunity to evaluate the quality of the provision of public services by migration departments.
Citizens who have received a public service can evaluate the quality of its provision by sending SMS messages, answering a telephone survey, leaving ratings through electronic terminals in multifunctional centers, government agencies, extra-budgetary funds and on Internet sites.
The assessment of the quality of public services is carried out according to the following criteria:
1. time of provision of public services;
2. waiting time in line when receiving government services;
3. politeness and competence of the employee interacting with the applicant in the provision of public services;
4. comfortable conditions in the premises in which public services are provided;
5. Availability of information on the procedure for providing public services.
The assessment is carried out on a five-point scale. At the same time, as positive assessment 4 or 5 points are considered, and 1 to 3 points are considered negative.
WAYS TO EVALUATE THE QUALITY OF PUBLIC SERVICES PROVISION:
1. Using the services of the Internet project “YOUR CONTROL”.
2. Using cellular communication.
3. On the official website of the Russian Ministry of Internal Affairs.
4. By filling out a survey form when receiving a government service at a personal reception during a direct visit to a police department.
The procedure for assessing the quality of public services using the services of the Internet project “YOUR CONTROL”.
The electronic Internet service of the Ministry of Economic Development of Russia "Your Control" provides citizens and organizations with the opportunity to leave ratings, reviews and opinions on the quality of public services based on the results of their submission by the relevant territorial bodies of the Ministry of Internal Affairs of Russia.
Thanks to the site, government leaders have the opportunity to see their work through the eyes of recipients of public services, compare themselves with others - and on this basis make specific decisions to improve their work.
Since November 2017, registration on the “Your Control” website is possible only through the all-Russian portal of public services http://gosuslugi.ru (using Unified Identification and Autonomy). That is, in order to be able to leave feedback on the quality of service provision, a citizen must have account on the portal gosuslugi.ru.
In order to leave feedback on the quality of government services provided, you must:
1. Register and log into the site using the Unified Identification and Identification Number (ESIA)
2. Find the department where the service was received.
If you received a service at the MFC, then you need to find the agency responsible for providing this service in your region.
3. Leave your review and your ratings according to the criteria. If you received the service at the MFC, check the box “Received the service at the MFC”, and in the text indicate in which particular MFC.
4. If you want to receive a response to your request, check the “Response required” checkbox.
After sending feedback on the quality of public services, the feedback will be checked and sent to the department of the department whose work you evaluated.
Please note that reviews left on the “Your Control” website do not include requests for information, interpretation of current legislation, etc. Such questions that are not an assessment of the quality of government services will be rejected by the moderator.
The procedure for assessing the quality of public services using cellular communications.
1. The migration department that provided the public service transfers the contact information of the applicant (with his consent), necessary to identify the citizen’s opinion on the quality of public services, to the operator of the automated information system “Federal telephone center for collecting citizens’ opinions on the quality of public services.”
2. After receiving government services, the federal call center sends a short text message to the citizen with an offer to evaluate the quality of government services.
3. A citizen communicates his opinion on the quality of government services by sending a reply short text message to a number determined by the operator of the federal call center; sending a short telephone message is free for citizens.
4. An employee of the federal call center can call the citizen back and conduct a survey based on all of the above criteria.
The assessment results are sent by the federal call center to information system monitoring government services;
5. A citizen who has expressed a desire to participate in assessing the quality of the public service provided to him, who has left his contact information, but has not responded to a short telephone message, can be interviewed by an employee of the federal call center according to all of the above criteria, in accordance with the Methodological Recommendations.
The procedure for assessing the quality of public services for official internet website of the Russian Ministry of Internal Affairs.
1. To assess the quality of provision of public services, you must go to the Internet page at:
https://Ministry of Internal Affairs.rf/Deljatelnost/emvd/quality_form
2. Fill out required fields using reference books.
3. If available, indicate proposals for improving the quality of public services provided by the Ministry of Internal Affairs of Russia.
4. Write your Last Name First Name Patronymic.
5. Pass a computer test used to determine whether the system user is a human or a computer.
6. Click the “Submit” button.
The procedure for assessing the quality of public services by filling out a written survey form during a direct visit to a police department.
A paper survey form is offered for completion to applicants who have received a public service from the migration department.
A survey form filled out on paper is taken into account only if it is filled out by applicants in their own hand.
In order to reduce the survey time and ensure the convenience of citizens when filling out the survey form, employees, federal civil servants and employees of internal affairs bodies of the Russian Federation involved in the provision of public services are given the right to fill out the fields of the survey form:
- name of the territorial body of the Ministry of Internal Affairs of Russia;
- address structural unit, in which the public service is directly provided;
- name of the public service.
When filling out the survey form, only one is marked
from the proposed answer options according to the criteria:
- assessment of the efficiency of provision of public services;
- assessment of waiting time in line when receiving public services;
- assessment of the competence of an employee of the internal affairs body of the Russian Federation interacting with the applicant in the provision of public services;
- assessment of the comfort of conditions in the premises in which public services are provided.
If available, it is possible to note proposals to improve the quality of public services provided by the Ministry of Internal Affairs of Russia
All fields (except for proposals to improve the quality of government services) are required. If there is no assessment for at least one criterion, the survey form will not be taken into account.
The identified indicators for assessing the quality of public services are used by departments responsible for monitoring the quality of public services and by managers in order to improve the quality of public services.
Monitoring the quality of service in the MFC and public opinion about its activities
To determine the set of administrative decisions necessary to optimize the process of providing services to the population of the Republic of Khakassia, identify shortcomings in the work of the MFC and measures to eliminate them, in order to take them into account when opening new territorial departments of the State Institution “MFC RH” in Sayanogorsk and the village. Tashtyp was monitored public opinion applicants.
Calculation of the sample population by groups of respondents
The population under study was applicants for state and municipal services.
A total of 170 applicants took part in the study.
Territorial department No. 1 of the State Autonomous Institution of the Russian Federation "MFC of Khakassia" in Sayanogorsk:
By gender: men - 55%; women - 45%;
According to the age:
From 14 to 29 years old: 36%;
From 30 to 49 years old: 43%;
From 50 to 69 years old: 21%;
70 and older: 0%;
By social status:
employed - 71%;
pensioners - 19%;
unemployed - 3%;
students - 7%.
Territorial department No. 2 of the State Autonomous Institution of the Russian Federation "MFC of Khakassia" in the village. Tashtyp:
By gender: men - 58.6%; women - 41.4%;
According to the age:
From 18 to 29 years old: 44.3%;
From 30 to 49 years old: 45.7%;
From 50 to 69 years old: 8.6%;
70 and older: 1.4%;
By social status:
working - 45.7%;
pensioners - 44.3%;
unemployed - 2.9%;
students - 7.1%.
Type of research: analytical.
Method of collecting primary sociological information: survey.
Method of analysis of sociological information: analysis of linear distributions, correlation analysis.
Period of work: from November 15 to December 15, 2012.
Demand for services provided on the basis of territorial departments of the MFC
As a result of the research, one of the important questions was “Which state (municipal) institutions’ services are most in demand by you?” The identified indicators are shown in Figures 1a and 1b:
Assessment of the level of satisfaction of applicants with the quality of service in the territorial departments of the MFC
During the research, 6 main factors were identified to assess the level of consumer satisfaction with the quality of provision of government (municipal) services in the territorial departments of the State Autonomous Institution of the Republic of Khakassia, according to which a survey of visitors to the Center was conducted.
Table 11a
Territorial Department No. 1 of the State Autonomous Institution of the Russian Federation "MFC of Khakassia" in Sayanogorsk
Table 11b
Summary table of customer satisfaction factors
Territorial Department No. 2 of the State Autonomous Institution of the Russian Federation "MFC of Khakassia" in the village. Tashtyp
To calculate the level of satisfaction with the quality of services in the branch of the State Autonomous Institution of the Russian Federation "MFC of Khakassia", we will determine the coefficient of satisfaction of applicants of the State Autonomous Institution of the Russian Federation "MFC of Khakassia".
5 - the maximum number of points in the rating scale used for collecting primary data (to collect primary data on the importance and satisfaction for the selected assessment factors in this study, a five-point scale was used).
The interpretation of the satisfaction coefficient values is presented in Table 12.
Table 12
| N p/p | Satisfaction coefficient value, % | Interpretation of satisfaction coefficient values |
| 1. | ≥ 90 | Great |
| 2. | ≥ 85 | Very good |
| 3. | ≥ 80 | Good |
| 4. | ≥ 75 | Average |
| 5. | ≥ 70 | Disturbing |
| 6. | ≥ 65 | Bad |
| 7. | ≤ 60 | Very bad |
Based on the assessments received, the satisfaction rate in Sayanogorsk in 2011 was 98%, in 2012 - 99%. In the village Tashtyp in 2011 - 96%, in 2012 - 95%, which corresponds to an excellent level of satisfaction with the quality of services.
As a result of the study, a general assessment of the work of the MFC and its compliance with quality standards for the provision of services was determined.
In accordance with the approved quality standard for the services provided on the basis of the multifunctional center, a system is in place for the comfort of visitors electronic queue with the possibility of pre-registration. Spacious waiting rooms are equipped with special chairs and air conditioning. In accordance with social needs, much attention is paid to comfort for the disabled, and when placing the MFC, much attention is paid to the location of its location.
Respondents assessed this indicator on a five-point scale, in accordance with the level of satisfaction of applicants with the work of the territorial departments of the State Autonomous Institution of the Russian Federation "MFC of Khakassia".
The institution has proven its social significance: it allows you to significantly improve the quality of provision of state and municipal services. Figures 11a, 11b show a general assessment of the work of the multifunctional center for 2012.
Assessing the quality of information about the activities of the MFC
One of the objectives of the study was to identify the level of awareness of applicants about the activities of the State Autonomous Institution of the Russian Federation “MFC of Khakassia” and the state (municipal) services provided on its basis.
Respondents were asked to answer the question: “From what sources did you receive information about the activities of the MFC?”
The results of the study of this issue were determined for the institution as a whole, and not for each territorial department, in order to identify the general trend in the popularity of certain channels for obtaining information about the activities of the MFC.
Rice. 5 Sources of information about the activities of the State Autonomous Institution of the Russian Federation “MFC of Khakassia”
According to the study, most of of applicants in 2012 received information about the activities of the State Autonomous Institution of the Russian Federation "MFC of Khakassia" from their immediate circle - from colleagues and relatives - 66.7%. In 2011, this figure also had the highest percentage - 63.9%. The most effective sources of information among the media information were publications in newspapers, both in 2011 - 20.1%, and in 2012 - 29.9%.
Another important way to obtain information about the activities of the MFC is for applicants to contact the MFC directly by phone. In this regard, the question was asked: “Have you asked the MFC for information by phone?”
Since, since 2010, the MFC of Khakassia has had a single contact center, where operators can give advice on the activities of the MFC, on ways to obtain state and municipal services, on the list necessary documents and much more, the purpose of this study was to identify the popularity of this channel for obtaining information from applicants.
The center organizes a separate phone line (contact center GAU RH "MFC of Khakassia"), designed to answer questions from interested parties, carried out with the help of operators and (or) automatic mode receiving and servicing calls coming to the center using resources telephone network public use and (or) the Internet.
Information support The activities of the State Autonomous Institution of the Russian Federation “MFC of Khakassia” are carried out through media channels.
According to media monitoring, the number of publications about the activities of the State Autonomous Institution of the Russian Federation “MFC of Khakassia” has increased significantly compared to the previous period, so in 2011 77 publications were recorded, in 2012 - 178 (Table No. 13).
Information about publications of the State Autonomous Institution of the Russian Federation "MFC of Khakassia"
