«Public Administration Issues» Journal,

Post. address:
National Research University
Higher School of Economics
20 Myasnitskaya Str., Moscow 101000, Russian Federation
Location address:
of. 307, 4/2, Slavyanskaya sq., Moscow 109074, Russian Federation

Tel./fax: 7 (495) 772-95-90, ext. 12631

E-mail: vgmu@hse.ru 


Major Indexing

Research and educational journal
Published quarterly since 2007
ISSN 1999-5431
E-ISSN 2409-5095

Natalia Dmitrieva1, Evgenyi Styrin1, Elizaveta Yastrebova2
  • 1 National Research University Higher School of Economics, 20 Myasnitskaya Str., Moscow, 101000, Russian Federation
  • 2 Expert of the Institute of State and Municipal Administration, HSE.

Social services quality: Independent evaluation by recipients

2017. No. 2. P. 27–56 [issue contents]
One of the key goals of modern government’s 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 microdata
as 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.

Citation: Dmitrieva, N.E., Styrin, E.M. & Yastrebova, E.V. (2017). Nezavisimaya otsenka poluchatelyami kachestva sotsial’nykh uslug: Opyt kompleksnogo issledovaniya [Social Services Quality: Independent Evaluation by Recipients]. Public Administration Issue, no 2, pp. 27–56 (in Russian).
ISSN 1999-5431
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