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Monitoring the Satisfaction of Recipients of Public Services on the Example of the Samara Region

Natal'ya V. Polyanskova, Marina V. Simonova 

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RAR (Research Article Report)

DOI: 10.52180/1999-9836_2023_19_2_6_226_242

EDN: IEPJXA

AUTHORS

Natal'ya V. Polyanskova

Samara State University of Economics, Samara, Russia

e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

ORCID: https://orcid.org/0000-0003-1168-6258

РИНЦ Author ID: 412452

Marina V. Simonova 

Samara State University of Economics, Samara, Russia

e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.

ORCID: https://orcid.org/0000-0001-9662-9820

РИНЦ Author ID: 225111

WoS ReseacherID: S-9691-2018

Scopus ID: https://www.scopus.com/authid/detail.uri?authorId=56990446400

FOR CITATION

Polyanskova N.V., SimonovaM.V. Monitoring the Satisfaction of Recipients of Public Services on the Example of the Samara Region. Living Standards of the Population in the Regions of Russia. 2023. Vol. 19. No 2. P. 226–242. https://doi.org/10.52180/1999-9836_2023_19_2_6_226_242

ABSTRACT

The article presents the results of monitoring the satisfaction of recipients of social services in the Samara region in three life situations: employment through the Employment Center, receiving a monthly payment in connection with the birth or adoption of the first child, receiving primary specialized health care for patients with diseases of the cardiovascular system. On the basis of general approaches to the methodology for calculating the key performance indicators of the Agency for Strategic Initiatives, the structure and content of the monitoring were developed. This made it possible to identify insights and place emphasis, retrospectively restore the chronology of the process of obtaining a service to make adjustments, and ensure representativeness of monitoring. Based on the results of the surveys, a socio-demographic portrait of a typical recipient of public services was determined for all three life situations by gender, age, place of residence, income level, differences were identified depending on the place of residence and type of life situation. The sources of information about the services of specialized state institutions have been identified, the need for greater digitalization of the process of informing and receiving public services has been identified. The recipients of public services determined how easy or difficult it was to receive the service and the waiting time for receiving the service, which have a range of estimates, but are quite high in all three life situations. The most significant aspects of satisfaction with the receipt of public services by respondents were professionalism, friendliness and waiting time for services. The degree of satisfaction with aspects to a greater extent depends not on the life situation, but on the place of receipt of the service, which characterizes the locality of the problems and the dependence of the satisfaction of service recipients on the organization of the process of obtaining the service in a particular state institution. Key performance indicators were calculated for each life situation according to the index of client efforts, the index of client satisfaction and the indicator of client loyalty in dynamics for all stages of the study and in comparison with the target indicators for the region.

KEYWORDS

state social services for the population, life situation, monitoring, national social initiative, satisfaction of social service recipients, quality of social services, customer satisfaction index, customer effort index, customer loyalty indicator

AUTHOR BIOGRAPHIES

Natal’ya V. Polyanskova

PhD in Economics, Associate Professor, Head of the Department of Regional Economics and Management, Institute of National and World Economy, Samara State University of Economics, Moscow, Russia

Marina V. Simonova

Doctor of Economics, Associate Professor, Head of the Department of Human Resource Management, Institute of Management, Samara State University of Economics, Moscow, Russia

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The article was submitted 16.03.2023; approved after reviewing 31.04.2023; accepted for publication 16.05.2023.