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Regular version of the site

Student
Title
Supervisor
Faculty
Educational Programme
Final Grade
Year of Graduation
Olga Vladenkova
Improving the Methods of Authorities Ranking Based on E-services for Complaints Data
Public Administration
(Master’s programme)
2016
The aim of this paper is to improve the methodology for rating government-based geo-information services complaints data. In the study, the hypothesis about the insufficient use of data received from citizens by existing electronic services complaints in assessing the activities of the authorities, as well as there are possilities to improve the methodology for rating government-based electronic services complaints data. The review of regional practices of implementing electronic services complaints and use them to estimate the activity of the authorities of the Moscow Government portal has been selected "Наш город". The current method of rating authorities on the quality of work on the Portal, has its weaknesses, and requires significant improvement, and therefore in the ways of its improvement. Testing of the proposed methodology for rating conducted by the example of the construction of the rating councils of Moscow districts on the quality of work of the maintenance and repairs of apartment buildings.

According to the author, the use of data received from citizens through electronic services complaints, allowing to consider the activities of the authorities in the framework of full-cycle solutions to urban problems (from the date of receipt of the problem report before the confirmation of a resident of the fact of elimination) contributes to obtaining estimates closest to the opinion of citizens, basic steikholders, which is extremely important for management decisions.

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