THE PROCEDURE OF EVALUATION OF PUBLIC SERVICES RENDERING BY THE EMPLOYMENT AUTHORITIES (USING THE EXAMPLE OF THE OMSK REGION)

The relevance of the study is caused by the necessity to reorganize the activity of regional employment centers within the implementation of measures of the federal project “The employment support and labor market efficiency improvement to ensure better performance”. The authors study the up-to-date sectors of work of Government Employment Services. The paper presents a model of the quality management system of government authorities developed based on the process approach and the PDCA cycle. This model offers customer satisfaction monitoring to assess the degree of meeting the specified requirements. The authors analyzed the key regulatory documents governing the process of rendering services, developed the technique to evaluate the quality of public service in promoting self-employment to unemployed citizens. The methodology includes the expert analysis of administrative procedures of rendering services to demander; the service quality assessment using a mystery shopper; service receiver survey; identifying the integral index of service conformance with the consumer expectations to assess the consumer perception. The authors analyzed the administrative procedure of public service in promoting self-employment to unemployed citizens. The study identified the reasons for service consumer demotivation, including the difficulty of perception of the procedure text, the plenty of bureaucratic terms, the lack of information on the additional services, and possibilities that can be received by an unemployed citizen. To evaluate the conformance of service quality with consumer expectations, the authors applied the well-known SERVQUAL methodology used in marketing research. The paper shows an example of a calculation of the integral index of service rendering conformance. The practical significance of the quality assessment methodology is in the possibility to carry out a complex evaluation of the work of regional employment centers, consumer satisfaction, and, finally, in the creation of the consumer-attractive services.

employment service, ES, employment center, public service, public service quality assessment, administrative procedure, self-employment promotion, the Omsk region