Paper/Speech Details of Conference Program for the 27th NISPAcee Annual Conference Program Overview WG3: Public Administration Reform in CEE and CA Author(s) Evgeny Kapoguzov Omsk State University. F.M. Dostoyevsky Omsk Russian Federation Title Perception of Strategic Institutional Changes by One-Stop-Shop staff: The Case of Omsk File Paper files are available only for conference participants, please login first. Presenter Evgeny Kapoguzov Abstract One of the main goals in core of New Public Management and New Public Governance agenda was the increasing the quality and performance of production of public services. We will consider and discuss the results of our sociological survey of the quality of public services of one-shop-agencies (multifunctional center of public and municipal services), conducted in March-April 2018 in Omsk, Russia. The main research task of research is study of perceptions from the heads of government agencies responsible for organizing the provision of public services (middle-level bureaucrats) and their employees (down-level bureaucrats). We identify the following significant changes in formal institutions that affect perceived quality of public services in 2012–2018: 1) the provision of services in the one-stop-shop 2) the introduction of the Web-portal "Your control" (vashkontrol.ru) and the formation thereby of the elements of social control 3) the introduction of an e-government system through the institutionalization of the portal gosuslugi.ru The research tasks of the study: 1) determine the types of innovations occurring in the provision of public services; 2) to identify the attitude of the employees of the MFC of the city of Omsk and the civil servants to institutional changes; 3) evaluation the impact of external institutional changes on the internal environment of the organization (organizational culture). During the field phase of the study, the collection of primary sociological information was carried out using a semi-formalized interview (face-to-face method). In the end, expert interviews were conducted with 3 key, with 3 theoretical and 5 typical experts. It should be noted that typical experts from the list of experts will be selected at the site of the interview - 1 from the MFC of each district of Omsk (five districts in total), the one who will be available and will identify a desire to participate in the study. To conduct the study, it is planned to conduct an interview with 15 informants - MFC employees (front-line staff). In general, a survey of experts and informants led to the following preliminary conclusions based on the perception of strategic formal institutional changes: 1) in general, the introduction of the “one-stop-shop” system contributed to the improvement of the organization of public services by reducing the time to service consumers, universalizing personnel functions and improving the professionalism of employees, including through staff development and digitalization of government agencies. At the same time, the reserves for improving the quality and speed of customer service are associated with the “fine tuning” of the “one –stop-shop” system through the typing of mass services and their division into separate subgroups 2) the introduction of the “your control” system has had a significant impact on the practices of internal control over the quality of public services, while the possibilities of external (social) control are largely not used; 3) the introduction of an e-government system through the institutionalization of the portal gosuslugi.ru is a significant Pareto-improvement, but the transition to the transactional stage of interaction between government agencies and consumers is fragmentary.
