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ISSN 2587-814X (print),
ISSN 2587-8158 (online)

Russian version: ISSN 1998-0663 (print),
ISSN 2587-8166 (online)

Larisa Bulysheva  1, Mikhail Kataev  2, Natalia Loseva 3
  • 1 Old Dominion University , 23529, Norfolk, VA, USA
  • 2 Tomsk State University of Control Systems and Radioelectronics, 40, Lenin Avenue, Tomsk, 634050, Russian Federation
  • 3 Social Insurance Fund of the Russian Federation, Tomsk Regional Branch , 61, Belinsky Street, Tomsk, 634034, Russian Federation

System for monitoring the quality of services provided by a public institution based on business processes

2018. No. 1 (43). P. 71–78 [issue contents]

Larisa A. Bulysheva - Professor, Department of Information Technology and Decision Sciences, Old Dominion University
Address: 23529, Norfolk, VA, USA
E-mail: lbulyshe@odu.edu

Mikhail Y. Kataev - Professor, Department of Automated Control Systems,Tomsk State University of Control Systems and Radioelectronics; Professor, Yurga Technological Institute (Branch), National Research Tomsk Polytechnic University
Address: 40, Lenin Avenue, Tomsk, 634050, Russian Federation 
E-mail: kataev.m@sibmail.com

Natalia V. Loseva - Deputy Head of Department of Insurance for Temporary Incapacity for Work and in Connection with Maternity, Social Insurance Fund of the Russian Federation,Tomsk Regional Branch  
Address: 61, Belinsky Street, Tomsk, 634034, Russian Federation  
E-mail: lonat@bk.ru

      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 the processes of the institution itself. This direction also allows us to find approaches to improving the quality of service delivery, and to make the work of a state institution more efficient.
      This article describes the methodology for monitoring the process of providing services in a public institution based on business processes. The description of the activity of the institution in terms of the implementation of services is presented in the form of a set of business processes. It is shown that the main element of business processes that can be measured is the time of their implementation. On this basis, a mathematical model for assessing the quality of public service delivery is constructed, including both qualitative assessments (obtained from experts and clients of the institution) and quantitative assessments of the quality of service delivery based on measuring the time of business processes. The quantitative aspect of the proposed methodology is directly related to the main direction declared by the Government of the Russian Federation – the development of digital economy. As an example, the article considers such a state institution as the Social Insurance Fund of the Russian Federation.

Citation:

Bulysheva L.A., Kataev M.Y., Loseva N.V. (2018) System for monitoring the quality of services provided by a public institution based on business processes.Business Informatics, no. 1 (43), pp. 71–78. DOI: 10.17323/1998-0663.2018.1.71.78.

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