Методологія оцінювання ефективності центрів надання адміністративних послуг та їх працівників в Україні (на прикладі Тернопільської області)

Abstract

The purpose of this article is to develop and present the applied aspects of the evaluation methodology of the Administrative Service Centres performance and their employees and reveal some positive trends and some problematic moments of centres work. The main feature of proposed evaluation methodology is to study the Administrative Service Centre's activity for compliance with the requirements of the Law of Ukraine "On Administrative Services", regulatory documents, best practices and concept of an integrated office for provision of administrative services. The methodology describes the results of an online survey conducted by the authors on the impact of the implemented practical measures on Administrative Service Centers' efficiency in various aspects. The actual state of quality/quantity of public service provision in Ternopil region have been examined and the results of peer-review and recommendations were sent to the officials of each cities and united territorial communities to get acquainted with the information, make rational managerial decisions and implement appropriate measures. The key criteria covering the most important areas of the Administrative Service Centre's activity and staff involved in administrative service delivery have been pointed out and evaluated in the study.