ASSESSMENT OF THE QUALITY OF ADMINISTRATIVE SERVICES PROVISION BY THE CENTER FOR ADMINISTRATIVE SERVICES (USING THE EXAMPLE OF THE SKADOV TERRITORIAL COMMUNITY IN THE CONDITIONS OF RELOCATION)

Abstract

The article considers the problem of assessing the quality of administrative services provision through the Center for Administrative Services (CENTER) in the conditions of relocation using the example of the Skadov territorial community. The study focuses on changes in organizational processes, adaptation of administrative institutions to new operating conditions, and the impact of relocation on the accessibility and quality of services for the population. The study identified the main factors that affect the effectiveness of administrative services provision in the conditions of relocation of state institutions, among which the level of digitalization of services, qualifications and experience of employees, as well as the infrastructure capabilities of the CENTER play a key role. In particular, the focus is on the problems of work organization that arise during the relocation process, such as insufficient material and technical resources, change of department location, interruptions in software operation, and the need to restructure communication processes. The methodological basis of the study was both quantitative and qualitative methods: analysis of statistical data, surveys of users of administrative services and employees of the ASC, as well as questionnaires. The surveys revealed that, despite the successful implementation of some innovative digital technologies, delays in processing applications, limited access to some services, and difficulties with organizing work in conditions of temporary relocation of institutions remain a significant problem. Particular attention is paid to studying the experience of adapting ASC employees to new conditions. It was found that employees have positive experience using online systems to provide services, however, in conditions of relocation, the workload has significantly increased and the level of communication with citizens has decreased due to technical and organizational difficulties. It is recommended to improve the skills of personnel through training and the creation of a feedback system for prompt problem resolution. Based on the analysis, a number of measures were proposed to improve the quality of administrative services in the Skadovsk community, in particular: the introduction of additional digital solutions, improving the feedback system between citizens and local government bodies, improving the infrastructure of the ASC to ensure stability in work. The importance of developing interdepartmental coordination and proper support for personnel at all stages of relocation was also emphasized. The results of the study are important for improving the work of the ASC in the context of relocation not only for the Skadovsk community, but also for other territorial communities experiencing similar processes of moving administrative institutions.