Monitoring as a tool to ensure the quality of services provided in the interaction of service organizations and municipal authorities in economy digitalization

Abstract

© Springer Nature Switzerland AG 2020. Monitoring is a tool that ensures the quality of services provided in the interaction of service organizations and municipal authorities in economy digitalization. In this regard, this contribution is aimed at identifying monitoring tools as an integral part of the management cycle. These tools make it possible to adjust the management of an object or process through the use of digital services. The results of this process determine the functional importance in providing “feedback”: the possibility of identifying the needs of the controlled object, monitoring the efficiency of the chosen methods and instruments of influence on it by the subject. To achieve the goal, the authors relied on theoretical and empirical methods of scientific research. At the same time, objective monitoring results characterizing the quality of services provided in the interaction of service organizations and municipal authorities should be determined by applying an interaction model of all participants in this process based on the method of ensuring the quality of services provided. This methodology is a leading approach to this problem, which allows a comprehensive review when monitoring the quality of services provided upon five general criteria, as well as additional indicators formed by the results of this monitoring. The contribution revealed that these monitoring criteria allow determining the efficiency of subordinate organizations, which is justified by conducting independent service quality monitoring provided in the region by the municipal committee and organizations subordinate to it according to common criteria such as: openness and availability of information about the organization, comfortable conditions for services, customer waiting time, friendliness, politeness, care when providing services, satisfaction with the quality of services. The materials of the contribution are of practical value for service organizations when interacting with municipal authorities, since they determine the results of independent monitoring conducted through digital services. Thus, the advantages and disadvantages of monitoring within the framework of this interaction model were identified. On the one hand, the interaction between them is in opposite directions to each other, which illustrates a well-structured and well-coordinated process of information transfer, where everyone understands his role and knows his functions. On the other hand, it is necessary to note, as a model deficiency, that information acquired when conducting independent monitoring, is not brought to the notice of subordinate organizations, the population, for whom this independent service quality monitoring was conducted.