Управленец

2218-5003

2686-7923

10.29141/2218-5003-2023-14-4-1

ABNJJG

https://upravlenets.usue.ru/ru/-2023/1324

Как улучшать предоставление публичных услуг: взгляд экономистов

Improving public services delivery: Economists’ perspective

Тамбовцев

Виталий Леонидович

Тамбовцев

Виталий Леонидович

Tambovtsev

Vitaly L.

vitalytambovtsev@gmail.comРождественская

Ирина Андреевна

Рождественская

Ирина Андреевна

Rozhdestvenskaya

Irina A.

irozhdestv@gmail.com

Lomonosov Moscow State University (Moscow, Russia)Московский государственный университет им. М.В. Ломоносова (г. Москва, РФ)

Financial University under the Government of the Russian Federation (Moscow, Russia)Финансовый университет при Правительстве РФ (г. Москва, РФ)

07092023

1442141804202318052023

CC BY-NC 4.0

Улучшение предоставления публичных услуг выступает одной из центральных задач реформ государственного управления, поэтому анализ подходов к ее решению имеет особую актуальность. Статья посвящена определению направлений улучшения предоставления публичных услуг с учетом результатов современных экономических исследований. Методология работы основывается на совокупности положений государственного управления. Применялись методы контент-анализа и систематизации. Результаты исследования показывают, что имеющиеся подходы к улучшению публичных услуг не учитывают важных аспектов их производства и предоставления, которые раскрывает модель принципала – агента, а также концепция разграничения исследуемых, опытных и доверительных благ, имеющая более чем полувековую историю. Показано, что эмпирически выявленные негативные последствия применения нового государственного менеджмента в таких сферах, как здравоохранение и образование, являются прямыми следствиями этого неучета. Обозначены направления, предусматривающие улучшение предоставления публичных услуг: предлагается принимать во внимание тип услуги; разграничивать качество услуги и качество обслуживания; осуществлять производство доверительных благ и услуг высокого качества в некоммерческих организациях, причем привлекать к этому работников, ориентированных на служение обществу.

Improving public services delivery is one of the central tasks of public administration reforms, which substantiates the high importance of analysing approaches to tackling it. The paper discusses avenues for enhancing the quality of public services delivery in the light of the findings of the latest economic research. Methodologically, the study rests on the principles of public administration. The research methods of content analysis and systematization were applied. The results of the study show that today’s approaches to improving public services do not take into account the important aspects of their production and delivery, which are revealed by the principal-agent model and the concept of search, experience and credence goods that has over half a century of history. The article shows that the empirically established negative consequences of new public management applied in the areas, such as health care and education, are direct consequences of this neglect. We formulate a number of proposals concerning the improvement of public services delivery, namely to consider the type of service, to distinguish between the quality of service and the quality of servicing, and to produce credence goods and high-quality services in non-profit organizations while involving workers oriented towards serving the society.

государственное управление;новый государственный менеджмент;публичные услуги;исследуемые блага;опытные блага;доверительные блага;модель «принципал – агент»;работа на показатель.

public administration;new public management;public services;search goods;experience goods;credence goods;principal-agent model;gaming.

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