Formation of a new administrative services’ delivery system in the conditions of decentralization

Abstract

The paper summarizes the results of the administrative services’ delivery quality evaluation study of the residents of Ukraine. The basic principles of public services’ delivery are considered: transparency; customers’ involvement; customer satisfaction; availability. Four priorities of a new administrative services delivery system’s formation in the conditions of decentralization are defined and characterized: integrated «Transparent Office»’s creation as the Center of administrative services’ delivery in the new united communities’ centers; integrated Center of administrative services’ delivery in the new united communities’ centers’ organization on the basis of quality management; electronic services’ development in the area of administrative services; formation of a complex control system in the area of administrative services. The list of a new administrative services delivery system’s formation in the conditions of decentralization in Ukraine critical factors’ is proposed.

Keywords

• адміністративна послуга, децентралізація, надання адміністра- тивної послуги, об’єднання громад, орган місцевого самоврядування, публічна по- слуга, центр надання адміністративних послуг, ЦНАП