Paper/Speech Details of Conference Program for the 26th NISPAcee Annual Conference Program Overview III. PA Reform Author(s) Evgeny Kapoguzov Omsk State University. F.M. Dostoyevsky Omsk Russian Federation Title Institutional Changes in Public Service Delivery: Methodological Approach for Performance Evaluating and Case of one Siberian Region File Paper files are available only for conference participants, please login first. Presenter Evgeny Kapoguzov Abstract Abstract: The issues of evaluation the effectiveness of institutional changes occurring in the course of New Public Management reforms in transition countries are considered. The contradictions of the reforms are shown in the context of the problem of performance evaluation. Elements of scientific discourse on the nature and content of institutional changes in economic science and other social sciences, in particular sociology and political science, are presented. Contradictions are shown in the existing systems of evaluation between the economic and political science approach and the artificiality of barriers in the framework of interdisciplinary research. An approach is proposed for a tiered system for evaluating the effectiveness of institutional changes in public services the production. It describes the main shortcomings of the current system of evaluation the quality of public service delivery, the barriers to its implementation (resource, information, institutional) are given. Presented research tasks show the results of a mass survey of consumers of public services (one-shop-agencies), conducted in December 2016 in Omsk. Significant for consumers was the quality of service parameters (time of receiving the service, customer-oriented staff, resource parameters of the service process). On the basis of survey data there was conducted primary classification barriers and transaction costs arising from the delivering of public services. Analyzed beliefs of consumers in respect of the various institutional alternatives influencing on the quality of public services. Revealed low willingness to civil engagement, due to the high transaction costs, rational ignorance and the free-rider problem. On the basis of the typology were drawn up alternatives and the impact of the quality control of public services (bureaucratic, judicial, social), shown the ratio of consumers polled data options. The possibility of institutionalizing the practices of social action and the need of interviewed consumers in a specialized organization for the protection of their rights violated during public service delivering is discussed. The directions for further scientific research in this sphere are shown, i.e. the approach on multi-agents basis to effectiveness of institutional changes in public services production is described.
