METHODOLOGY FOR EVALUATION ADMINISTRATIVE SERVICE CENTERS PERFORMANCE AND THEIR EMPLOYEES IN UKRAINE (BY USING DATA OF TERNOPIL REGION)

Анотація

The purpose of this article is to develop and present the applied aspects of the evaluation methodology of the Administrative Service Centres performance and their employees and reveal some positive trends and some problematic moments of centres work. The main feature of proposed evaluation methodology is to study the Administrative Service Centre's activity for compliance with the requirements of the Law of Ukraine "On Administrative Services", regulatory documents, best practices and concept of an integrated office for provision of administrative services. The methodology describes the results of an online survey conducted by the authors on the impact of the implemented practical measures on Administrative Service Centers' efficiency in various aspects. The actual state of quality/quantity of public service provision in Ternopil region have been examined and the results of peer-review and recommendations were sent to the officials of each cities and united territorial communities to get acquainted with the information, make rational managerial decisions and implement appropriate measures. The key criteria covering the most important areas of the Administrative Service Centre's activity and staff involved in administrative service delivery have been pointed out and evaluated in the study. The article presents the practical significance of the proposed methodology for community development and highlights the practical benefits of the methodology for participants of providing, regulating and receiving administrative services including the Administrative Service Centres Management, Administrative Service Centre employees, experts, local governments, and service users. Some positive trends and problematic moments in the administrative services provision have been revealed and some recommendations for improving the Administrative Service Centre work have been developed. The evaluation results will serve to monitor and systematize all key aspects of Administrative Service Centres work at the regional level and analyze growth rates in Centre' performance over time.

Класифікація

Ідентифікатори

Схожі роботи