"The methodology for monitoring the quality of public services and activities of multipurpose centers, developed and approved at the federal level, does not satisfy needs of the regions in necessary information. In this connection, regions develop and implement independently various elements of evaluation of the multipurpose centers", said Vasily Pushkin, the Deputy Head of the Analytical Center speaking at the National Forum of centers of state and municipal services in 2015.
In his report "Regional practices of monitoring the quality of public services", Mr. Pushkin talked about the research of the Analytical Center on multipurpose centers: "Depending on the degree of development of public administration and public services mechanisms, we've divided multipurpose centers into several models. The model of the first step, a Referral Service, does not involve a large number of services provided. This is the earliest and the simplest stage of development of the "one window" principle. The model of convenience store combines simple e-services of individual agencies without complex integration. The integrated model is the union of simple and complex services, a significant re-engineering of internal processes, a full integration". According to the expert, depending on different models of multipurpose centers, goals and forms of monitoring the quality of public services differ.
As part of the survey of regional executive bodies and heads of multipurpose centers, a high demand for the organization of monitoring the quality of public services in the field was revealed. It was found that the methodology for monitoring the quality of public services and activities of multipurpose centers, developed and approved at the federal level, does not satisfy needs of regions in necessary information. In this connection, regions develop and implement independently various elements of evaluation of multipurpose centers. 62 regions (of 79 respondents) have developed their own elements of assessment of the multipurpose centers and practice different approaches to the organization of surveys (by the staff of multipurpose centers, with the use of consultants, with a variety of profiles and hardware).
Mr. Pushkin presented an overview of regional practices (in russian), prepared by the Analytical Center, which in varying degrees provide a systematic approach to monitoring and assessing the quality of public services, and identified a number of problems in the organization of monitoring - the lack of motivation among recipients of services, the low level of awareness about functions of multipurpose centers, reluctance to share the contact data and personal information, and others.
The expert also presented general requirements for the monitoring methodology, including:
∙ standard concept model and guidelines for monitoring and evaluation of multipurpose centers;
∙ two-level tools for external evaluation: external and internal monitoring;
∙ an external evaluation of the on-line monitoring with the assistance of automated information systems resources on an ongoing basis;
∙ single unit of external evaluation of quality and accessibility of public services for comparative studies on the federal/regional levels through a strategic monitoring;
∙ inclusion the evaluation of key stakeholders (providers of public services at all levels and providers of additional services) into the monitoring;
∙ development of motivation system for recipients of services to increase the activity of survey participants.