Аn Efficacy Evaluation of Government Agencies: Case of Rostrud

Student: Karsakov Anton

Educational Programme: Public Administration (Master)

Year of Graduation: 2016

Measuring of citizen’s satisfaction in Russia began in 2004 as a part of administrative reform. Results of monitoring were used for implementation customer-oriented approach based on New Public Management conception. Nowadays, according to Presidential Decree № 601, citizen’s satisfaction with the quality of governmental services is KPI for all governmental agencies (90% of citizens have to be satisfied by 2018) Measuring citizen satisfaction can help to find the most important factors and identify the best way to improve quality of governmental agencies. For the Federal Service for Labour and Employment (Rostrud) this topic is relevant because of their aims and different attempts to improve satisfaction of their customers: Increasing of e-services role: creating special web-portal, pages in social network. Aim to increase number of customers using electronic services (33% -2015, 70% -2018) Aim to increase average of their customer satisfaction to 90% by 2018.

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