Big Data in Technologies of Assessment of Public and Municipal Electronic Services Quality

The theme of this final qualification work is “Big Data in Technologies of Assessment of Public and Municipal Electronic Services Quality”. Total work volume: 96 pages, including 3 figures, 2 tables and the list of 37 references. The object of research is the system of state and municipal services in electronic form. The research topic is the process of assessing the quality of public and municipal services in electronic form. According to the Presidential Decree of May 7, 2012 №601 "On main directions of improving governance", it was assigned the task of achieving the 90% level of citizens’ satisfaction of quality of public and municipal services by 2018. However, today it is absolutely obvious that the current evaluation of technologies that allow to generate reports manually on an annual and quarterly basis - is not enough. For statewide achievement of the required level of satisfaction it is necessary to introduce more advanced data analysis systems that enable automated data collection, processing and generating reports. As a way out of this situation to improve assessment of the quality of public and municipal services be in electronic form Big Data technologies might be launched, which will eliminate manual reporting the generation, upgrade the assessment level of the public services quality due to a larger scope of respondents and shift to real-time reports. All this will lead to a new level of understanding of the requirements and needs of the citizens when working with state and municipal services in electronic form. The main part of work consists of three chapters, an introduction and a conclusion.