Optimizing the activities of multifunctional centers in St. Petersburg: accessibility analysis and assessment of the population's need for public services

Smirnova Yu.L.1, Tokareva L.S.1, Aleksandrov M.M.2, Minaev N.N.3,4, Rozova A.Yu.2, Donskaya O.N.2, Manina A.A.2, Volchkova I.V.5,4
1 Комитет по информатизации и связи
2 Санкт-Петербургское государственное казенное учреждение «Многофункциональный центр предоставления государственных и муниципальных услуг» (СПб ГКУ «МФЦ»)
3 Национальный исследовательский Томский государственный университет
4 СПБ ГУП «СПБ ИАЦ»
5 Северский технологический институт – филиал федерального государственного автономного образовательного учреждения высшего образования «Национальный исследовательский ядерный университет «МИФИ»

Journal paper

Russian Journal of Innovation Economics (РИНЦ, ВАК)
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Volume 13, Number 4 (October-December 2023)

Citation:

Indexed in Russian Science Citation Index: https://elibrary.ru/item.asp?id=63633394

Abstract:
The study is aimed at solving the problem of optimizing the activities of multifunctional centers, in particular, to analyze the accessibility of multifunctional centers in St. Petersburg for applicants, as well as to assess the needs of the population for public services provided in multifunctional centers, which is important for creating a customer-oriented environment for the provision of public services. The article discusses the issues of the activities of multifunctional centers in St. Petersburg. The article presents an analysis of the dynamics of applicants' appeals, an analysis of the coverage of the population through the windows of multifunctional centers in various districts of the city, an assessment of the need for public services in multifunctional centers of St. Petersburg in order to identify the possibility of optimizing the process of servicing applicants. The presented forecast of the increase in the number of calls to multifunctional centers is based on the current trends and expected changes in the provision of services. The obtained results are important for optimizing the work of multifunctional centers, improving the quality of services, increasing the efficiency and accessibility of public services in multifunctional centers of St. Petersburg, as well as for developing mechanisms to improve the service system for citizens. The article is addressed to researchers and practitioners in the field of public administration, municipal development, analysts, managers and employees of multifunctional centers, as well as specialists studying the quality of provided public services.

Keywords: state and municipal services, service quality, service availability, forecasting the need for state and municipal services, multifunctional center optimization

JEL-classification: H11, O31, O33

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