@ARTICLE{26543117_879358555_2023, 
	author = {Vladimir Yuzhakov and Andrei Pokida and Elena Maslennikova}, 
	keywords = {, control, supervision, control and supervisory activities, client-centricity, state control, state regulation, sociological research, legally protected valuesregulatory burden},
	title = {CLIENT-CENTRICITY OF THE STATE CONTROL: DYNAMICS OF ASSESSMENTS OF PRIVATE BUSINESS REPRESENTATIVES IN 2017–2023},
	journal = {Public Administration Issues},
	year = {2023},
	number = {4},
	pages = {7-37},
	url = {https://vgmu.hse.ru/en/2023--4/879358555.html},
	publisher = {},
	abstract = {Customer-centricity is a growing trend in improving the quality of public administration in Russia, including the sphere of state control. In this regard, it is extremely important to ensure and take into account the regular assessment of the progress and results of the implementation of customer-centricity in public administration. The purpose of the article is to present and analyze estimates of the customer-centricity of the state control regulated by Law No. 248-FZ in relation to one of its client groups, private business. As well as the solution of any task of the state, taking care of the customer-centricity of the supervisory authorities in contact with the business involves feedback. With its help it is possible to evaluate the successes and adjust further efforts of state control in this direction. How successful is this care? How client-centered is state control, bearing in mind that it takes into account the interests of the business it visits to verify their compliance with mandatory requirements aimed at preventing or minimizing harm (damage) to legally protected values? To answer these questions, the data from sociological surveys of business representatives conducted by RANEPA since 2017 were used. Being aimed at assessing the effectiveness of state control, the data obtained actually characterize how respondents assess the customer-centricity of state control in relation to business (including private). The data from the 2023 sociological survey are presented and analyzed  in comparison with the data from the 2017-2022 opinion polls. According to business representatives, state control does help to ensure the safety of production facilities, processes, production products (thereby preventing or reducing the risks of damage to legally protected values and maintaining them at an acceptable level), and the dynamics of the implementation of this concern are positive. In addition, respondents recognize that the state regulating state control, as well as the control authorities, also take care of reducing the regulatory burden and reducing business costs in connection with the state control measures. In general, positive trends have been identified in the efforts of the state to ensure the customer-centricity of state control over business.},
	annote = {Customer-centricity is a growing trend in improving the quality of public administration in Russia, including the sphere of state control. In this regard, it is extremely important to ensure and take into account the regular assessment of the progress and results of the implementation of customer-centricity in public administration. The purpose of the article is to present and analyze estimates of the customer-centricity of the state control regulated by Law No. 248-FZ in relation to one of its client groups, private business. As well as the solution of any task of the state, taking care of the customer-centricity of the supervisory authorities in contact with the business involves feedback. With its help it is possible to evaluate the successes and adjust further efforts of state control in this direction. How successful is this care? How client-centered is state control, bearing in mind that it takes into account the interests of the business it visits to verify their compliance with mandatory requirements aimed at preventing or minimizing harm (damage) to legally protected values? To answer these questions, the data from sociological surveys of business representatives conducted by RANEPA since 2017 were used. Being aimed at assessing the effectiveness of state control, the data obtained actually characterize how respondents assess the customer-centricity of state control in relation to business (including private). The data from the 2023 sociological survey are presented and analyzed  in comparison with the data from the 2017-2022 opinion polls. According to business representatives, state control does help to ensure the safety of production facilities, processes, production products (thereby preventing or reducing the risks of damage to legally protected values and maintaining them at an acceptable level), and the dynamics of the implementation of this concern are positive. In addition, respondents recognize that the state regulating state control, as well as the control authorities, also take care of reducing the regulatory burden and reducing business costs in connection with the state control measures. In general, positive trends have been identified in the efforts of the state to ensure the customer-centricity of state control over business.}
}