Digital Commons Network^™

System For Monitoring The Quality Of Services Provided By A Public Institution Based On Business Processes, Larisa A. Bulysheva, Mikhail Y. Kataev, Natalia V. Loseva

Information Technology & Decision Sciences Faculty Publications

Monitoring the quality of the services provided by public institutions is an important element in improving the effectiveness of the entire system of public services in the Russian Federation. As a rule, monitoring is associated with obtaining quantitative indicators of the level of satisfaction of citizens which characterize the quality of services provided. Monitoring results are the basis for modernizing the service management system. However, this approach allows us to evaluate only one side of the process by which a public institution renders services to the consumer of services (citizens). The other side of the issue is related to monitoring …