QUALITY STANDARDS FOR ADMINISTRATIVE SERVICES

The article examines foreign experience in assessing the quality of administrative services, formulates general criteria for assessing the quality of administrative services, describes the standards of administrative services. The author notes that in the European Union countries administrative services are provided according to the standards, which define the constituent qualities of the service: openness, timeliness, accessibility, free of charge, meeting the needs of citizens, guaranteeing individual rights. The evaluation of the performance of the administrative service can also be carried out using the assessment methods used in quality management. The most common of these is the goal management method, which is to evaluate the goals of the body's policy in the area of quality achieved by the public authority and the public servant. This method involves the systematic control and analysis of qualitative and quantitative indicators of the implementation of the policy of the body in the field of quality and, accordingly, the implementation of corrective and preventive actions to improve the activities and the formation of new goals based on the analysis. In order to implement the quality management mechanism through the application of quality assessment methods for the provision of administrative services, it is necessary to determine the main purpose of these activities, which is to achieve the relevant high standards. The standards of quality of administrative services should be interpreted as the minimum requirements for the provision of administrative services to be provided by the administrative body, as well as the criteria by which it is possible to assess the satisfaction of the administrative service consumer with its provision. Such standards should be based on criteria of universality. The author refers to the standards of quality of administrative services: legality, professionalism, timeliness, efficiency, accessibility, openness.