Mykhaylov D.
PhD-Student of Zaporizhzhia National University, Zaporizhzhia
DOI: 10.52363/passa-2023.1-16
Abstract
It was found that one of the main provisions of the ISO 9000 standard is customer satisfaction through the production of products or the provision of services with characteristics that meet the customer's requirements. When it comes to products, we can formulate what properties and characteristics we would like them to meet. When we receive a service from local self-government bodies, we can also formulate our own requirements and expectations for it. Emphasizes the importance of considering the concept of "quality" as a variable category that depends on personal perception and requires the use of a diagnostic methodology for evaluating the service quality management system. It was emphasized that this methodology involves the application of the following criteria: all documents were accepted from the citizen, he was treated politely, he was provided with all the necessary consultations, a timely response was provided, etc., and, as a result, the citizen is satisfied with the work of the employees. However, local self-government bodies must achieve indicators that will allow an objective assessment of the results of their activities. The obtained diagnostic assessment of the work of public administrations should be thorough. Therefore, he insists on solving the logical question of what services citizens expect from state authorities and local self-government. Probably management services from a structure that is empowered to do so and is accountable for results. The implementation of all the powers of state authorities and local self-government should ensure the main service - comfortable living and stay of residents in a city, town, village. All of them are consumers of management services. Each of these areas has its own executors, legal entities with their own management systems. People's living conditions largely depend on their performance of their duties. It is argued that the management system of state authorities and local self-government should be considered in relation to them, which should be limited only to the generation of management decisions and provide for the full responsibility of public authorities for the services provided. We believe that in this context, an effective model of the quality management system should be introduced in the specified bodies.
Key words: diagnostic methodology, formation, organizational and legal mechanism, development, local self-government
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