Імперативи оцінки ефективності надання адміністративних послуг як складова реформування системи публічного управління в Україні

Abstract

The article presents the imperatives for assessing the efficiency of administrative service delivery as a key component of reforming the public administration system in Ukraine. The relevance of the study is driven by the deepening of decentralization processes, the digital transformation of public services, and the requirements of public administration quality standards, which necessitate a shift from a formal assessment of service quality to a comprehensive measurement of efficiency. The purpose of the article is to develop methodological foundations for assessing the efficiency of administrative service delivery as a component of reforming the public administration system in Ukraine. Based on the generalization of scientific approaches to the assessment of administrative services and the analysis of the current regulatory, legal, and strategic framework in the field of public administration and administrative services, it is established that most existing methodologies focus on quality indicators and procedural compliance, while issues of efficiency, social impact, and long-term outcomes remain insufficiently elaborated. The presence of methodological gaps related to the fragmented nature of evaluation indicators, the absence of a unified system for their operationalization, and the limited consideration of the digital dimension is substantiated. The expediency of applying efficiency theory is proven. Efficiency of administrative service delivery is proposed to be understood as an integral characteristic of the capacity of public authorities to ensure timely, accessible, and economically justified provision of administrative services through appropriate organizational, managerial, and digital mechanisms, contributing to the achievement of expected socio-economic outcomes. A comprehensive system of efficiency indicators for administrative service delivery is developed across five blocks (criteria): organizational efficiency, accessibility, quality, institutional and managerial capacity, and digital efficiency and innovativeness. An authorial approach to constructing an integral efficiency indicator is proposed, which ensures the comparability of results.