Scholarly record

PROVISION OF PUBLIC SERVICES IN THE CITY OF MOSCOW: PROBLEMS AND SOLUTIONS

A. A. Nikolaeva

Abstract

The article presents the analysis of the topical problems in the practice of Moscow state administrative bodies providing public services to citizens. The analysis of regulatory documents, statistical data and sociological analysis revealed legal, organizational, technological and social problems in the provision of public services. The author argues, that the core of standard and legal problems is in the lack of unified legislative base, inadequately developed order of services provision and quality requirements. Organizational problems are mostly connected with insufficiently effective interdepartmental interaction. Technological problems are divided into internal and external ones. Internal problems are related to the organization and technical support of internal document circulation in the institutions providing public services. External problems concern technical support of providing public services to the population. Social problems involve both insufficient qualification of the staff engaged in providing public services and inability of people, especially older adults, to master the skills necessary for receiving state services in electronic form. The author emphasizes the leading role of “sincere service” principle in improving the provision of public services in Moscow.

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