Social services quality: Independent evaluation by recipients

Natalia Dmitrieva, Evgenyi Styrin and Elizaveta Yastrebova
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Natalia Dmitrieva: http://www.hse.ru/en/org/persons/487146
Evgenyi Styrin: http://www.hse.ru/en/org/persons/23534359

Public administration issues, 2017, issue 2, 27-56

Abstract: One of the key goals of modern governments social policy is to increase the quality of social services provision and, accordingly, the satisfaction level of citizens as social services consumers. The choice of methods and tools in order to solve this challenge is restricted to existing resources of government agencies: budget, personnel, information technologies, etc.Our research demonstrates that independent evaluation mechanism for social sphere organizations (SSO) work quality remains of a high demand in the worldwide context. In this paper the authors provide the methodology and results of the independent quality evaluation mechanism for social sphere organizations in Russia. We used secondary analysis of the sociological data arrays and Russian Statistics Service microdataas well as citizens opinions expressed in the Internet, in order to develop our methodology about citizens preferences for making choice among SSO. We used a comparative study to outline international experience in SSO independent evaluation process. We outlined key citizens satisfaction factors with social services provision by applying Kano model. We prove the multysubjective and multifactor nature of SSO independent quality evaluation.

Keywords: independent evaluation of social sphere organizations quality; open data; public rating; consumer groups; multisubjectivity of social services quality evaluation; satisfaction factors; social services quality criteria (search for similar items in EconPapers)
Date: 2017
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