Indicators and criteria for assessing the quality of public service delivery

Abstract

The article describes the nature of public services and the problem of improving their
quality and accessibility for citizens. There have been studied the issues of the public authorities’
services which comply the quality, timeliness and are primarily focused on the satisfaction of
citizens in these services.
Currently, the use of a citizen-centered approach in provision of services to measure the level of
satisfaction of population with public services is one of the relevant research areas. Therefore, the
work analyzes the issues of citizens’ public services satisfaction.
The article describes the governmental institution’s activities in terms of the implementation
of services regulated by the institution and legislative documents. The main findings show that
the assessment public services’ quality can be held from the standpoint of the activities of both
state institution and civil servants’ work. The paper identifies the problems that hold back the
improvement of public services’ quality. It also describes the main trends for quality improvement
and public services’ accessibility at a current stage.