Standardization of the provision of administrative services as a tool for their quality improvement

Abstract

The current overregulation of economic and social processes in the country which hampers sustained economic development and causes corruption necessitates enhancement of the role and importance of economic deregulation, particularly in the administrative services sphere where the number of companies and individuals requesting services from public authorities and the share of administrative fees and payments in the state budget's non-tax revenues grows every year. The goal of the article is to define the key problems in the sphere of standards of the administrative service provision, substantiate the ways of solving these problems and develop recommendations regarding the administrative services provision standardization process to improve their quality. The subject of the article includes theoretical and methodological provisions and practical application of administrative services quality standards. The article was written with the use of the analysis, synthesis and logical generalization methods. The article offers analysis of the key performance indicators of administrative service centers and comparison of administrative services quality indicators of regional administrative service centers with the amount of financing spent on equipping these centers. The authors have analyzed the terms "standard" and "standardization" with regard to administrative services and proposed, on the basis of this analysis, their own definition of the term "administrative services provision standard". The best experience of European countries in implementing administrative services provision standards was reviewed. It was proposed to supplement the existing administrative services quality evaluation criteria and provision standards with new ones depending on the service applicant needs. In particular, the criteria provided by the administrative service system development concept must be supplemented by the criteria of simplicity, equality, justice, confidentiality of personal information, adaptation of the facility's conditions and technology of contacting and interacting with public servants to anthropometric, psychological and physiological features of different visitor categories, and adequate and timely response to criticism.