Assessment of the Quality of Public and Municipal Services in the Republic of Sakha (Yakutia) as a tool of Public Administration
DOI:
https://doi.org/10.47850/RL.2026.7.3.92-104Keywords:
public services, municipal services, quality of service provision, satisfaction level, sociological survey, customer-centricity, digital services, quality monitoringAbstract
The article is devoted to the analysis of the results of a study assessing the quality of public and municipal services in the Republic of Sakha (Yakutia) in 2025. The purpose of the study is to identify key barriers to the availability of public and municipal services and, based on the findings, to formulate recommendations for improving the management system. The following concepts are used as a theoretical basis: E. Durkheim's concept of social facts, T. Parsons' structural functionalism, and R. Merton, e-government and digital public administration, as well as approaches to client-centricity. Special attention is paid to the comparison of face-to-face and remote channels of receiving services, satisfaction of different age and territorial groups, as well as the problems of forming a client path. It is revealed that formal criteria often do not reflect the real experience of citizens' interaction with government agencies. This indicates the need to switch to a multifactorial system for assessing the quality of public and municipal services, taking into account not only numbers, but also the quality itself. The authors conclude that improving the quality of public services does not require individual initiatives, but systematic work, taking into account the remoteness of territories, digital accessibility and social characteristics of population groups. Practical steps are proposed to optimize processes and increase trust in public services.
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