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«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 

Science Index rating

32nd place in the SCIENCE INDEX
for 2019 (more than 4000 journals)
Russian Science Citation Index

two-year impact factor for 2019: 2,631
(the citation of all sources)

Russian Science Citation Index
five-year impact factor for 2019: 1,725

Ten-year h-index 2019: 31

 

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Scopus




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

Vladimir Yuzhakov1, Elena Dobrolyubova2, Andrei Pokida3, Natalya Zybunovskaya4
  • 1 Doctor of Philosophy, Professor. Director of the Center for Technology Governance, Institute of Applied Economic Research; Russian Presidential Academy of National Economy and Public Administration., 82 Vernadskogo Av., 119571 Moscow, Russia.
  • 2 PhD (in Economics). Deputy Director of the Center for Technology Governance, Institute of Applied Economic Research; Russian Presidential Academy of National Economy and Public Administration., 82, Vernadskogo Av., 119571 Moscow, Russia.
  • 3 Ph.D. (in Sociology), Director of the Center for Socio-Political Monitoring, Institute of Social Sciences, Russian Presidential Academy of National Economy and Public Administration, 82 Vernadsky Av., 119571 Moscow, Russian Federation.
  • 4 Researcher, Center for Socio-Political Monitoring, Institute of Social Sciences Russian Presidential Academy of National Economy and Public Administration, 119571, Moscow, Vernadskogo pr., 82.

ARE STATE ENFORCEMENT ACTIVITIES CLIENT CENTRIC? CITIZENS’ PERSPECTIVE

2022. No. 3. P. 38–60 [issue contents]

Implementing client-centered culture is seen as one of the core areas for further improvement of public administration in Russia. Traditionally both international and Russian literature reviews client centricity in the context of public service quality. However, the range of functions which aim at fulfilling public interest and entail interaction with citizens goes far beyond public service delivery. The article aims at filling this gap based on developing and testing a methodic approach to evaluating client centricity of state regulatory enforcement bodies from the citizen perspective.

Based on the empirical data collected through representative sociological public surveys conducted by RANEPA in 2018-2022, the authors evaluate client centricity of state regulatory enforcement bodies through the lens of key governance quality parameters: validity, effectiveness, and efficiency. It is demonstrated that while there are some positive trends in improved validity and effectiveness of the state regulatory enforcement actions, there have been no efficiency gains in this area.

Further improvement of client centricity in regulatory enforcement area calls for simplifying the procedures for citizens to file complaints to the relevant authorities and for improving the effectiveness in reviewing and responding to such complaints. Special attention is required to improve client centricity for distant forms of interaction between citizens applying to state regulatory enforcement bodies for protection of public values (ranging from health and property to environment and personal data) and public authorities (i.e., by post, electronically or by phone).

Citation:

Yuzhakov,  V.N., Dobrolyubova, E.I., Pokida,  A.N. and Zybunovskaya, N.V. ‘Are state enforcement activities client centric? Citizens’ perspective’, Public Administration Issues, 3, pp. 38-60.   (In Russian).

 

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ISSN 1999-5431
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