In the current context the new paradigm of management - result orientation gets special importance. And this applies to all levels of the administrative hierarchy, including the bodies of state and municipal government and their subordinate enterprises and organizations. In this regard, one of the main tasks of management becomes activity efficiency management, and this leads to the need to developing the scoring system to measure the results of work performed, which could be used on a regular basis. Thus, monitoring of efficiency in current conditions gets increasingly actuality. Detection of features of the organization and carrying out efficiency monitoring of rendering the state services is the purpose of the article. The theoretical research carried out by authors allowed receiving the following results. Firstly, efficiency monitoring restrictions were revealed. Generally these restrictions are connected not with process of collection of information, and with its interpretation and use at development and adoption of the administrative decision. Secondly, the main indicators of the effectiveness assessment, among them efficiency, the submission to control and profitability were offered. In this regard also efficiency indicators concerning separate types of the state services are developed. Thirdly, parameters of efficiency assessment of rendering the state service, such as a waiting time and performance, the cost, reliability, number of mistakes, etc. were developed. Fourthly, the main areas of carrying out of efficiency monitoring were defined. This majority of public and private services, beginning from programs of public safety, public works and rendering of services to the population and finishing with programs of environmental protection, state regulation and national defense, and also the sphere of "internal" services.
monitoring, state services, process, efficiency, effectiveness
Отличительными чертами «хорошего» правительства являются справедливость, качество и подконтрольность предоставляемых общественных услуг [9]. На современном этапе одной из актуальных задач руководителей становится совершенствование деятельности правительственных органов в данном направлении. Однако для того чтобы государственные и муниципальные органы власти или частные организации, занимающиеся предоставлением этих услуг, могли эффективнее осуществлять свою деятельность, необходимо использовать объективные способы ее оценки.
1. Hatry, Harry P., Louis Blair, Donald M. Fisk, John M. Greiner, John R. Hall, Jr., and Philip S. Schaenman. 1992. How Effective Are Your Community Services? Procedures for Measuring Their Quality, 2nd ed. Washington, D.C.: ICMA and the Urban Institute.
2. Monitoring v sisteme okazaniya gosudarstvennykh i munitsipal´nykh uslug: monografiya / A.G. Abadzhidi, V.Yu. Morozov, S.V. Shestakova, V.A. Shestakov, pod nauch. red. V. Yu. Morozova. - M.: FGOU VPO «RGUTiS», 2010. - 179 s.
3. Akulich M.M., Batyreva M.V. Monitoring kachestva predostavleniya gosudarstvennykh i munitsipal´nykh uslug: metodika i opyt realizatsii. Voprosy territorial´nogo razvitiya. - 2014. - № 5 (15). - S. 3.
4. Doroshina I.P. Monitoring kachestva okazaniya gosudarstvennykh i munitsipal´nykh uslug kak sposob povysheniya effektivnosti gosudarstvennogo upravleniya. Nauka i obrazovanie v XXI veke: sbornik nauchnykh trudov po materialam Mezhdunarodnoy nauchno-prakticheskoy konferentsii. - V 5 chastyakh. - M.: OOO «AR-Konsalt», 2015. - S. 160-161.
5. Zudenkova S.A., Shestakova S.V. O vozmozhnykh putyakh resheniya problem organizatsii mezhvedomstvennogo vzaimodeystviya v sisteme predostavleniya gosudarstvennykh i munitsipal´nykh uslug. Servis v Rossii i za rubezhom. - 2012. - № 11 (38). [Elektronnyy resurs]: URL: http://old.rguts.ru/electronic_journal/number38/contents (data obrashcheniya: 10.10.2015).
6. Kozharinov A.V., Petrovicheva N.M. Monitoring kachestva predostavleniya gosudarstvennykh uslug. Nauchnye perspektivy XXI Veka: materialy Mezhdunarodnoy (zaochnoy) nauchno-prakticheskoy konferentsii. - Neftekamsk: RIO OOO «Nauka i obrazovanie», 2015. - S. 83-85.
7. Kostina S.N., Ufimtseva Zh.I. Problemy organizatsii monitoringa kachestva okazaniya gosudarstvennykh uslug. Aktual´nye problemy sotsiologii molodezhi, kul´tury, obrazovaniya i upravleniya: materialy Vserossiyskoy nauchno-prakticheskoy konferentsii, pamyati professora Valeriya Trofimovicha Shapko / reaktsionnaya kollegiya: L.N. Bannikova, Yu.R. Vishnevskiy (obshchaya redaktsiya), O.I. Rebrin, L.N. Boronina, I.I. Sholina. - Ekaterinburg: FGAOU VPO Ural´skiy federal´nyy universitet im. pervogo Prezidenta Rossii B.N. El´tsina, 2014. - S. 263-267.
8. Litvinova T.P., Litvinova E.V. Problemy kadrovogo obespecheniya predostavleniya gosudarstvennykh i munitsipal´nykh uslug. Servis v Rossii i za rubezhom. - 2012. - № 11 (38). [Elektronnyy resurs]: URL:http://old.rguts.ru/electronic_journal/number38/contents (data obrashcheniya: 08.10.2015).
9. Panova A.G. Problemy kontrolya i otsenki kachestva predostavleniya gosudarstvennykh i munitsipal´nykh uslug. Servis v Rossii i za rubezhom. - 2011. - № 6 (25). [Elektronnyy resurs]: URL: http://old.rguts.ru/electronic_journal/number25/contents (data obrashcheniya: 01.10.2015).
10. Panova A.G. O soderzhanii i strukture standartov gosudarstvennykh i munitsipal´nykh uslug. Vestnik Universiteta (Gosudarstvennyy universitet upravleniya). - 2011. - № 25. - S. 181-182.
11. Sokolov A.Yu., Isakov A.R. Sistema kriteriev otsenki kachestva gosudarstvennykh uslug. Pravovaya politika i pravovaya zhizn´. - 2015. - № 2. - S. 36-43.
12. Chernyavskaya A.E. Problemy provedeniya monitoringa kachestva gosudarstvennykh i munitsipal´nykh uslug. Obshchestvo v epokhu peremen: sovremennye tendentsii razvitiya: materialy Mezhdunarodnoy nauchnoy konferentsii studentov, aspirantov i molodykh uchenykh, provodimoy v ramkakh II Mezhdunarodnogo foruma studentov, aspirantov i molodykh uchenykh «Upravlyaem budushchim!». - Novosibirsk: Rossiyskaya akademiya narodnogo khozyaystva i gosudarstvennoy sluzhby pri Prezidente Rossiyskoy Federatsii, 2014. - S. 94-95.
13. Shestakova S.V., Khavanova N.V., Novikova N.G. Puti resheniya problem sotrudnichestva gosudarstvennykh, chastnykh i nekommercheskikh organizatsiy v predostavlenii elektronnykh gosudarstvennykh i munitsipal´nykh uslug. Servis v Rossii i za rubezhom. - 2012. - № 11 (38). [Elektronnyy resurs]: URL: http://old.rguts.ru/electronic_journal/number38/contents (data obrashcheniya: 05.10.2015).
14. Shestakova S.V., Shestakov V.A. Povyshenie rezul´tativnosti gosudarstvennykh uslug za schet rasshireniya infrastruktury ikh predostavleniya. Trudy Bratskogo gosudarstvennogo universiteta. Seriya: Ekonomika i upravlenie. - Bratsk: Bratskiy gosudarstvennyy universitet, 2010. - T. 1. - S. 139-147.
15. Shestakova S.V. Osobennosti gosudarstvennogo regulirovaniya predostavleniya munitsipal´nykh uslug . Aktual´nye problemy sovremennoy rossiyskoy ekonomiki transformatsionnogo perioda. - M.: MGUS, 2006. - S. 93-97.
16. Deykin A.I. Mekhanizm federal´nogo byudzheta SShA. - M.: Nauka, 1989.
