Assessment Of The Quality Of Public Services In The Field Of Employment


The state has long been engaged in evaluating and improving the quality of public services. Users of public services should be actively involved in this process. Currently, this opportunity is provided by the digitalization of the economy. For this purpose, several Internet resources have been developed, telephone and questionnaire surveys, and SMS voting are conducted. This has undoubtedly reduced the time between the provision of services and the assessment of their quality, increased the speed of response to deviations, and as a result, improved the quality of public services. However, the issue of full coverage of the target audience remains unresolved. If public services are evaluated in a large volume, the services provided by municipal institutions are not always evaluated by consumers. The article attempts to assess the quality of services provided by the territorial employment center of the Irkutsk region from the point of view of consumers (unemployed). The purpose of the study is to study the opinion of the consumers and their recommendations to improve the quality of these services in the context of a pandemic, when a state institution operates in a closed format. During the questionnaire survey, interesting conclusions were obtained about the quality of public services. It was revealed that the most popular service of the employment center was social support for the unemployed. The respondents indicated the availability and high level of services provided, and the competence of the staff. The needs of the population that were not fully met were also identified.

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31 March 2022

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1st Edition




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Nosyreva, I. G., & Beloborodova, N. A. (2022). Assessment Of The Quality Of Public Services In The Field Of Employment. In & I. Savchenko (Ed.), Freedom and Responsibility in Pivotal Times, vol 125. European Proceedings of Social and Behavioural Sciences (pp. 1017-1026). European Publisher.