One of the key ways to improve the quality of public services’ provision is to establish a feedback loop with citizens receiving public services. To solve this task, the Ministry of Economic Development of Russia developed and launched in 2012 an automated information system “Informational-analytical system for monitoring the quality of public services” (IAS MQPS). IAS MQPS is functioning within the framework of the Government Decree of December 12, 2012 No. 1284.
At the moment, the system for assessing the quality of public services’ provision has been introduced in all constituent entities of the Russian Federation and is applied to a number of public services of the Russian Ministry of Internal Affairs, Rosgvardia, Federal Tax Service of Russia, Roseestr, Rosimushchestvo, Russian Pension Fund and Social Insurance Fund.
Public services can be evaluated by citizens using the following channels: SMS and phone surveys, collecting opinions through terminals and other devices located in the places providing public services, Single portal of public services (SPPS), and also on the site “Your control” where citizens can leave their reviews.
As part of the work to develop a system for assessing the quality of public services’ provision, each month the Ministry of Economic Development of Russia puts together a rating of implementation of the mechanism to assess the quality of public services’ provision using IAS MQPS at the PSCs of the constituent entities of the Russian Federation. The rating is based on the number of facts related to public services’ provision at each PSC of the constituent entities of the Russian Federation, as evaluated by citizens using IAS MQPS, and calculated for each window of the PSC network located in the respective region.
IAS MQPS is one of the most comprehensive and highly-demanded systems for assessing the quality of public services in the world. This is proved by the system’s performance and efficiency.