The procedure for conducting an independent assessment of the quality of work of state (municipal) institutions providing social services in the field of culture. Independent assessment of the quality of services in culture Assessment of the quality of service provision by cultural organizations
Independent assessment of the quality of services of cultural institutions among a variety of forms public control cultural organizations occupy a special place and are carried out in accordance with Federal Law No. 256-FZ
What is the purpose of independent quality assessment?
The main purpose of this form of control, which can be carried out no more than once a year and at least once every three years, is to provide consumers with information about the quality of services provided by a cultural institution and improve the quality of its activities.
However, it is worth noting that, as a rule, an independent quality assessment is performed only to assess the conditions for the provision of services, using generalized criteria. The results obtained during this audit are the basis for the formation of a rating of cultural institutions.
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Thanks to the NOC, the founder can draw objective conclusions regarding the mismanagement of the organization, which received the lowest rating, and the manager’s dishonest performance of his official duties.
On the list of cultural institutions in which independent quality assessment is carried out
There is a whole list of cultural organizations to which independent quality assessment can be applied. Today, this list includes cultural institutions that are under the foundation Russian Federation, constituent entities of the Russian Federation or state (municipal) institutions and unitary enterprises.
This suggests that the creation of the Public Council is one of the functions of the founder and the head of a cultural institution has no right to exert any influence on the formation of its composition or the procedure for actions.
It is also worth paying attention to such a nuance as an exception when forming the Public Council. That is, in no case should the OS include employees of the institution in which an independent assessment of the quality of service provision by cultural organizations will be carried out.
On the functions of the founder in the implementation of the NOC
Preparation and execution independent assessment quality must be carried out in a certain order, namely:
- formation of a public council, approval of its Regulations and personnel;
- determination of the organization that will act as an operator for conducting NOC;
- providing technical support for expressing opinions on the quality of services provided by cultural institutions and consumers;
- preparation of procurement documentation and carrying out the procedure for determining the organization performing the role of operator.
As a rule, funding for the NOC is provided from the founder’s budget. However, there are other ways, for example, if procurement is carried out centrally, then an independent assessment of the quality of services can be financed by a municipal body or government agency that is authorized to identify suppliers for the customer.
Representatives of various cultural organizations, representatives of the press, municipal deputies, honored cultural figures, residents of the area in which the cultural institution operates, and many others can become members of the Public Council.
From the very beginning of its activities, the Public Council is obliged to begin creating lists that will include institutions subject to NOC, as well as develop evaluation criteria. Also, the responsibilities of members of the OS include participation in the procurement of operator services, the functions of which are performed by an organization that collects information about the quality of services provided by cultural institutions, its generalization and analysis.
In addition, OS members perform other functions, for example:
- formulate proposals for development terms of reference for the operator;
- carry out a quality assessment, taking into account information received from the operator;
- provide the founder with the results of the audit and proposals regarding improving the quality of services provided by cultural institutions.
A mandatory condition for the work of the Public Council is the openness of information about its activities, which must be posted on the official website. This approach will help the head of the organization navigate the procedure for assessing the quality of work of institutions.
It is also worth noting that visits by members of the OS to a cultural institution are carried out secretly, about which all employees of the organization must be warned in advance. However, this does not mean that visits can be chaotic. For this, there is a certain procedure and cases provided for by regulatory documents.
Upon conclusion of an independent assessment of the quality of cultural institutions, the Public Council must provide information on the results of the quality assessment, as well as proposals regarding improving the efficiency of the institution. In addition, the OS must provide consumers with access to this information.
On the functions of the operating organization when conducting NOC
After the formation of the Public Union, the founder needs to decide on the operating organization, since the collection, synthesis and analysis of information is not within the competence of either the Public Council or the founder.
The operator collects information on the assessment of the quality of the institution’s services and provides it to the Public Council. In this case, the cultural institution is obliged to assist in the collection and processing of this information.
Methods for obtaining information must be specified in the terms of reference and the contract concluded with the founder, who has the right to make changes to it regarding methods of collecting and processing information. However, the operator has every right to independently choose the method of evaluating the information received.
Stages of independent quality assessment in cultural institutions
Independent assessment of the quality of services in a culture is carried out in stages. On initial stage the organization performing the role of operator collects and accumulates information on the provision of social services by cultural institutions, including services provided in in electronic format. The information collected must meet the following requirements:
- completeness;
- relevance;
- reliability.
The information provided by the operator is the basis for the formation of performance results and ratings of cultural institutions, which is carried out at the next stage of the NOC.
It is worth noting that the head of the organization has the right to participate in an independent quality assessment only at the final stages, at the time of forming proposals to improve the efficiency of providing services to consumers.
About NOC criteria and indicators
The criteria on the basis of which an independent quality assessment is carried out can be general or additional. Common criteria are: satisfaction of visitors to the institution with the quality of services provided; comfortable conditions for providing services, as well as their accessibility; possibility of access to information regarding cultural institutions and others. Additional criteria are usually established by the Public Council.
The developed criteria, which represent the basis for the formation of technical specifications for the operator, and the indicators for them must be enshrined in the minutes of the OS meeting and approved by order of the founder.
Measurability and objectivity of criteria and indicators are very important for the head of an institution. They are also of great importance for visitors who need to understand what aspect of the organization’s activities they must provide information about.
The infrastructure of a cultural institution very often faces various kinds of problems, among which the following are worth highlighting:
- low Wi-Fi quality;
- shortage of public spaces;
- problems with the heating system;
- inconvenient work schedule;
- absence or shortage of places Catering and many others.
A number of similar problems can be solved by preparatory stage to independent quality assessment, for example, during observation Bad quality Wi-Fi can be simply changed operator, and toilets can be repaired using the money earned.
On carrying out work with the results of an independent assessment of the quality of services
As you know, information regarding the conclusions of the Public Council on the activities of a cultural institution is posted on official websites, since in any case it should be accessible to consumers. The founder is given one month to review the information provided.
Having considered the results obtained, the founder develops recommendations regarding improving the quality of services provided to consumers and provides them to the head of the institution. After reviewing the founder’s recommendations, the institution must draw up a further action plan that will result in increased efficiency. The developed plan is also posted on the official website of this organization.
In the event of a subsequent NOC, the implementation of this plan will become another criterion for assessing the quality of work of the head of a cultural institution.
What activities to improve the quality of work should be included in the plan?
It is worth noting that the efficiency of an institution, as a rule, is manifested not in the initial result, but in the dynamics of changes in the level of satisfaction of visitors to the institution. Therefore, the action plan aimed at improving the quality of the organization’s activities can include activities that meet certain criteria, for example:
|
Criterion |
Measures to improve quality |
|---|---|
|
Eliminate non-compliance by the institution with legal requirements for posting information |
|
Prepare documents for participation in state (municipal) programs, departmental programs related to updating the material and technical base of institutions, creating an accessible environment for people with disabilities |
|
Establish benefits (not related to the provision of preferential or free visits to an institution) for the extraordinary purchase of tickets by certain categories of citizens in accordance with local acts institutions |
|
Carry out explanatory work with employees Material verified by Aktion Culture experts |
An independent assessment of the quality of the conditions for the provision of services by cultural organizations is one of the forms of public control and is carried out in order to provide citizens with information about the quality of the conditions for the provision of services by cultural organizations, as well as in order to improve the quality of their activities.
(see text in the previous edition)
An independent assessment of the quality of the conditions for the provision of services by cultural organizations involves assessing the conditions for the provision of services according to such general criteria as openness and accessibility of information about the cultural organization; comfortable conditions for providing services; friendliness and politeness of employees of cultural organizations; satisfaction with the conditions of service provision, as well as accessibility of services for people with disabilities. An independent assessment of the quality of the conditions for the provision of services by cultural organizations that create, perform, display and interpret works of literature and art involves assessing the conditions for the provision of services according to such general criteria as openness and accessibility of information about the cultural organization, as well as accessibility of services for people with disabilities.
(see text in the previous edition)
An independent assessment of the quality of the conditions for the provision of services by cultural organizations is carried out in accordance with the provisions of this article. When conducting an independent assessment of the quality of the conditions for the provision of services by cultural organizations, publicly available information about cultural organizations is used, including in the form of open data.
(see text in the previous edition)
(see text in the previous edition)
An independent assessment of the quality of the conditions for the provision of services by cultural organizations is not carried out in relation to the creation, performance, display and interpretation of works of literature and art.
(see text in the previous edition)
In order to create conditions for conducting an independent assessment of the quality of the conditions for the provision of services by cultural organizations:
The Civic Chamber of the Russian Federation, upon an appeal from the federal executive body exercising the functions of developing and implementing state policy and legal regulation in the field of culture (hereinafter referred to as the authorized federal executive body), no later than one month from the date of receipt of the said appeal forms a number of representatives of all-Russian public organizations created to protect the rights and interests of citizens, all-Russian public associations for people with disabilities, the public council for conducting an independent assessment of the quality of the conditions for the provision of services by cultural organizations, the founder of which is the Russian Federation, as well as non-governmental cultural organizations that provide services in the field of culture at the expense of the federal budget, and approves its composition. The Civic Chamber of the Russian Federation informs the authorized federal executive body about the composition of the public council created under this body to conduct an independent assessment of the quality of the conditions for the provision of services by cultural organizations. The list of cultural organizations for which an independent assessment of the quality of the conditions for the provision of services is not carried out is approved by the authorized federal body executive power with preliminary discussion at the specified public council;
public chambers of the constituent entities of the Russian Federation, at the request of the state authorities of the constituent entities of the Russian Federation, no later than one month from the date of receipt of the specified appeal, form public councils for conducting an independent quality assessment from among representatives of public organizations created to protect the rights and interests of citizens, public associations of disabled people conditions for the provision of services by cultural organizations that are located on the territories of the constituent entities of the Russian Federation and whose founders are the constituent entities of the Russian Federation, municipalities (with the exception of municipal cultural organizations, in respect of which an independent assessment is carried out by public councils created under the bodies local government), as well as non-governmental cultural organizations that provide services in the field of culture at the expense of the corresponding budget budget system Russian Federation, and approve their composition. Public chambers of the constituent entities of the Russian Federation inform the state authorities of the constituent entities of the Russian Federation about the composition of public councils created under these bodies to conduct an independent assessment of the quality of the conditions for the provision of services by cultural organizations;
public chambers (councils) of municipalities, at the request of local governments of municipal districts and city districts, have the right to form from among representatives of public organizations created to protect the rights and interests of citizens, public associations of people with disabilities, public councils to conduct an independent assessment of the quality of the conditions for the provision of services by municipal cultural organizations , other organizations located in the territories of the relevant municipalities and providing services in the field of culture at the expense of budgetary allocations from the budgets of municipalities, and approve their composition. Public chambers (councils) of municipalities inform local government bodies about the composition of public councils created under these bodies to conduct an independent assessment of the quality of the conditions for the provision of services by cultural organizations.
(see text in the previous edition)
Indicators characterizing the general criteria for assessing the quality of the conditions for the provision of services by cultural organizations specified in part six of this article are established by the authorized federal executive body with preliminary discussion at the public council.
(see text in the previous edition)
The composition of the public council for conducting an independent assessment of the quality of the conditions for the provision of services by cultural organizations (hereinafter referred to as the public council for independent assessment of quality) is approved for a period of three years. When forming a public council for independent quality assessment for a new term, at least a third of its composition is changed. The public council for independent quality assessment cannot include representatives of state authorities and local governments, public associations operating in the field of culture, as well as managers (their deputies) and employees of organizations operating in this area. At the same time, the public council for independent quality assessment involves in its work representatives of public associations operating in the field of culture and the public chamber to discuss and formulate the results of such assessment. The number of members of the public council for independent quality assessment cannot be less than five people. Members of the public council for independent quality assessment carry out their activities on a voluntary basis. Information on the activities of the relevant public council for independent quality assessment is subject to placement by the government body, local government body under which it was created, on the information and telecommunications network "Internet" (hereinafter referred to as the "Internet") on the official website of the correspondingly authorized federal executive body , executive body of a constituent entity of the Russian Federation, local government body.
(see text in the previous edition)
The regulations on the public council for independent quality assessment are approved by the state authority or local government body under which the said public council was created.
(see text in the previous edition)
An independent assessment of the quality of the conditions for the provision of services by cultural organizations is carried out by public councils for independent quality assessment no more than once a year and no less than once every three years in relation to the same organization.
(see text in the previous edition)
Public councils for independent quality assessment:
(see text in the previous edition)
determine lists of cultural organizations in respect of which an independent assessment is carried out;
take part in the consideration of draft documentation on the procurement of works, services, as well as draft state and municipal contracts concluded by an authorized federal executive body, government bodies of constituent entities of the Russian Federation or local governments with an organization that collects and summarizes information on the quality of the conditions for the provision of services provided by cultural organizations (hereinafter referred to as the operator);
(see text in the previous edition)
(see text in the previous edition)
carry out an independent assessment of the quality of the conditions for the provision of services by cultural organizations, taking into account the information provided by the operator;
(see text in the previous edition)
submit, respectively, to the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local governments, the results of an independent assessment of the quality of the conditions for the provision of services by cultural organizations, as well as proposals for improving the quality of their activities.
(see text in the previous edition)
The conclusion of state and municipal contracts for the performance of work, the provision of services for the collection and synthesis of information on the quality of the conditions for the provision of services by cultural organizations is carried out in accordance with the legislation of the Russian Federation on the contract system in the field of procurement of goods, works, services to meet state and municipal needs. The authorized federal executive body, government bodies of the constituent entities of the Russian Federation, local governments, based on the results of concluding state and municipal contracts, formalize a decision to determine the operator responsible for collecting and summarizing information on the quality of the conditions for the provision of services by cultural organizations, and also, if necessary, provide the operator with publicly available information about the activities of these organizations, generated in accordance with state and departmental statistical reporting(if it is not posted on the official website of the organization).
(see text in the previous edition)
Information on the results of an independent assessment of the quality of the conditions for the provision of services by cultural organizations, respectively, received by the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, and local self-government bodies is subject to mandatory consideration by these bodies within one month from the date of its receipt and is taken into account by them when developing measures to improving the activities of cultural organizations and assessing the activities of their leaders.
conducting an independent assessment of the quality of work of state (municipal) institutions providing social services
in the field of culture
I. General provisions
1.1. The procedure for conducting an independent assessment of the quality of work of state (municipal) institutions providing social services in the field of culture (hereinafter referred to as the Procedure) was developed in accordance with the methodological recommendations of the Ministry of Culture of the Russian Federation, approved by Order No. 000 of November 20, 2015, with the aim of forming an independent system assessment of the quality of work of state (municipal) institutions providing social services in the field of culture in the Omsk region (hereinafter referred to as independent quality assessment).
1.2. An independent assessment of the quality of service provision by cultural institutions is one of the forms of public control and is carried out in order to provide citizens with information about the quality of service provision by cultural institutions, as well as in order to improve the quality of their activities.
1.3. This Procedure defines the methodology for conducting an independent quality assessment, the criteria and indicators of an independent quality assessment, and the methodology for their calculation.
1.4. The procedure provides for an independent quality assessment with the participation and based on the opinions of citizens - consumers of services of state (municipal) institutions providing social services in the field of culture, representatives of public organizations, professional communities, the media and other experts.
1.5. The independent quality assessment system includes state (municipal) institutions whose activities are financed from the regional (municipal) budget.
1.6. An independent assessment of the quality of service provision by cultural institutions is not carried out in relation to the creation, performance and interpretation of works of literature and art.
1.7. The organization of independent quality assessment in relation to government institutions is carried out by the Ministry of Culture of the Omsk Region (hereinafter referred to as the Ministry), in relation to municipal institutions - by the Administration of Municipal Formations of the Omsk Region (hereinafter referred to as the Administration municipality).
1.8. Control over the independent assessment of the quality of government institutions is carried out by the Public Council for Culture under the Ministry (hereinafter referred to as the Public Council). Control over the independent assessment of the quality of municipal institutions is carried out by public control bodies created under the Administrations of municipalities (hereinafter referred to as the Control Bodies).
1.9. Public councils (control bodies):
Determine the lists of cultural institutions in respect of which an independent assessment is carried out;
Form proposals for the development of technical specifications for the operator, take part in the consideration of draft documentation on the procurement of works, services, as well as draft state and municipal contracts concluded by the Ministry (Municipal Administration) with the operator;
Establish, if necessary, additional criteria for assessing the quality of service provision by cultural institutions;
Carry out an independent assessment of the quality of service provision by cultural institutions, taking into account the information provided by the operator;
Submit to the Ministry (Municipal Administration) the results of an independent assessment of the quality of service provision by cultural institutions, as well as proposals for improving the quality of their activities.
1.10. The Ministry (Administration of the municipality) ensures that procedures are carried out to determine the institution that collects, summarizes and analyzes information on the quality of services provided by cultural organizations (hereinafter referred to as the operator) in accordance with the recommendations of the Public Council (Control Body) and the legislation of the Russian Federation on placing orders for state and municipal needs. Based on the results of concluding a state (municipal) contract, a decision is drawn up to determine the operator responsible for conducting an independent assessment of the quality of service provision.
1.11. The operator can be an organization that, in accordance with the legislation of the Russian Federation on placing orders for state and municipal needs, has entered into a state (municipal) contract to carry out work on collecting, summarizing and analyzing information about the quality of services provided by cultural institutions. Information is collected in accordance with the methodological recommendations of the Ministry of Culture of the Russian Federation.
1.12. The Ministry (Administration of the municipality) within a month reviews the information received on the results of an independent assessment of the quality of service provision and takes it into account when developing measures to improve the activities of cultural institutions.
1.13. State (municipal) cultural institutions, based on proposals to improve the quality of their activities, develop and approve action plans to improve the quality of their work, post them on their official websites on the Internet and ensure their implementation.
1.14. The Ministry (Municipal Administration) posts materials based on the results of an independent quality assessment on its official website, the official website for posting information about state and municipal institutions on the Internet (www.), monitors the implementation of action plans by state (municipal) institutions to improve the quality of work.
1.15. Information on the results of an independent assessment of the quality of service provision by cultural institutions is sent by the Ministry (Administration of the municipal entity) to the automated information system developed by the Ministry of Culture of the Russian Federation.
II. Methodology for independent quality assessment
2.1. An independent assessment of the quality of a state (municipal) institution is carried out by type of cultural institution. For the same institutions, it is carried out no more than once a year and no less than once every three years.
Frequency of independent quality assessment government agency established by a decision of the Public Council in agreement with the Ministry. The frequency of independent assessment of the quality of a municipal institution is established by a decision of the Control Body in agreement with the Administration of the municipality.
2.2. Annual list:
State institutions subject to independent quality assessment in the current year are proposed by the Ministry and approved by decision of the Public Council;
Municipal institutions subject to independent quality assessment in the current year are proposed by the Municipal Administration and approved by a decision of the Control Authority.
2.3. The collection of information for conducting an independent assessment of the quality of a state (municipal) institution is carried out in three areas:
Conducting independent surveys (questionnaires) of consumers of services of a state (municipal) institution in order to obtain information about the quality and availability of services provided by state (municipal) institutions;
Studying information on the official website of the institution or, in its absence, on the website of the founder of the cultural institution;
Study and evaluation of data on the official website for posting information about state and municipal institutions on the Internet www. .
In addition, when conducting an independent assessment of the quality of service provision by cultural institutions, publicly available information about cultural institutions is used, including in the form of open data.
2.4. The information received about the activities of a state (municipal) institution is assessed according to the criteria and indicators of the quality of work of the state (municipal) institution specified in Section III current Order.
2.5. The Public Council (Control Body) reviews the information provided by the operator on the quality of services provided by cultural institutions. Based on the results of the analysis and discussion of the information received from the operator on the quality of service provision, the Public Council (Control Body) approves the results of the independent assessment. Based on the results of the independent assessment, the Public Council (Control Body) presents proposals to improve the quality of activities of cultural institutions (for each cultural institution separately).
The results of the independent assessment and proposals for improving the quality of activities of cultural institutions, approved by the Public Council (Control Body), are sent to the Ministry (Administration of the municipality).
III. Criteria and indicators of independent quality assessment,
calculation method
3.1. To obtain an objective picture of the satisfaction of service recipients with the quality of services provided by cultural institutions, all types of institutions are divided into 3 groups depending on the number of recipients of services provided by cultural institutions, for each group required amount collected questionnaires (Table 1):
Table 1
3.2. Indicators formed based on studying the opinions of service recipients (Table 2):
table 2
Index | Unit | Group of institutions |
Openness and accessibility of information about cultural institutions | ||
Information about upcoming exhibitions and expositions of cultural institutions. Virtual excursions for cultural institutions | from 0 to 5 points | |
Information about upcoming performances and productions | from 0 to 7 points | |
Information about new events | from 0 to 7 points | cultural and leisure institutions |
Comfort level of staying in a cultural institution (seating, wardrobe, cleanliness of premises) | from 0 to 5 points | all cultural institutions |
Availability of additional services of a cultural institution (catering places, holding interactive games, theatrical events, audio guide) | from 0 to 8 points | museums, theaters |
Cost of additional services (photocopying, ordering a book from another library, informing about the return of the desired book, the ability to postpone the book) | from 0 to 9 points | libraries |
Transport and walking accessibility of the cultural institution | from 0 to 5 points | all cultural institutions |
Ease of use electronic services provided by the institution to visitors (including with the help mobile devices) | from 0 to 5 points | all cultural institutions |
Quality and content of printed materials of cultural institutions (programs, booklets, flyers) | from 0 to 9 points | |
Waiting time for service provision | ||
Convenient work schedule of a cultural institution | from 0 to 7 points | all cultural institutions |
Ease of purchase (booking) of tickets | from 0 to 7 points | theaters, museums |
Simplicity/convenience of the electronic catalog | from 0 to 7 points | libraries |
from 0 to 5 points | all cultural institutions |
|
Comfortable conditions for the provision of services and accessibility of their receipt | ||
from 0 to 5 points | all cultural institutions |
|
Maintaining the ability to navigate the site when disconnected graphic elements site design, site map. Time of availability of information, taking into account interruptions in the operation of the site. Availability of an independent system for recording site visits. Disclosure of information from an independent system for recording site visits. Availability of a built-in contextual search system for the site. Free, accessible information on the site. There are no display violations, formatting or other defects in the information on the site. Date and time the information was posted. | from 0 to 5 points | all cultural institutions |
from 0 to 5 points | all cultural institutions |
|
Friendliness, politeness, competence of cultural institution employees | ||
Last names, first names, patronymics, positions of the management staff of the cultural institution, its structural divisions and branches (if any), mode, work schedule; contact numbers, addresses Email, section for sending proposals to improve the quality of the institution’s services | from 0 to 7 points | all cultural institutions |
Satisfaction with the quality of service provision | ||
from 0 to 6 points | all cultural institutions |
The indicators in Table 4 are formed when calculating the level of satisfaction with the quality of services in accordance with Section 2 of Appendix 1 to this Procedure.
measurements in independent assessment of the quality of service provision
cultural institutions
1. An independent assessment of the quality of service provision by cultural institutions involves assessing the conditions for the provision of services according to such general criteria as openness and accessibility of information about the cultural institution; comfortable conditions for the provision of services and accessibility of their receipt; waiting time for service provision; friendliness, politeness, competence of employees of a cultural institution; satisfaction with the quality of service provision.
The calculation of the numerical values of the indicators is carried out in two directions, corresponding to the assessment methods specified in methodological recommendations: level of openness and accessibility of information, level of satisfaction with the quality of service provision.
An independent assessment of the quality of service provision by cultural institutions is measured in points. The minimum value is 0 points, the maximum value is 100 points.
An independent assessment of the quality of service provision by the i-th cultural institution (№i) is determined by the formula:
Level of openness and accessibility of information for the i-th cultural institution;
Level of satisfaction with the quality of service provision by the i-th cultural institution.
The level of openness and accessibility of information for the i-th cultural institution is determined by the formula:
The level of openness and accessibility of information on the official website of the i-th cultural institution;
The level of openness and accessibility of information of the i-th cultural institution on the Official website for posting information about state and municipal institutions www. .
2. The level of openness and accessibility of information on the official website of the i-th cultural institution reflects the completeness and quality of information about the cultural institution posted on the official website of the cultural institution on the Internet.
2.1. The level of openness and accessibility of information on the official website of the i-th cultural institution is determined by the formula:
, Where:
Pik is the degree of search accessibility of the k-th information object posted on the official website of the i-th cultural institution;
Zik is the level of significance of the k-th information object posted on the official website of the i-th cultural institution (Appendix 2 to this Procedure).
2.2. The degree of search accessibility of the k-th information object posted on the official website of the i-th cultural institution is determined by the formula:
2.3. Algorithm for searching information objects:
The search for information objects on the official website of a cultural institution was carried out using the internal navigation system of the site in the form of a menu, site map, links and banners.
The degree of search accessibility of a simple information object is assessed taking into account the following rule (scheme): by sequential search, one of the following assessment values is established for the information object:
“1” - the information object was found on the official website by sequentially following hyperlinks, starting with home page site, while the number of transitions does not exceed 2;
“0.5” - the information object was found on the official website using a search engine on the Internet, the number of transitions is from 3 to 10;
“0” - the information object was not found (the number of transitions exceeds 10).
3. The level of openness and accessibility of information of a cultural institution on the Official website for posting information about state and municipal institutions www. reflects the completeness and quality of information about cultural institutions posted on the website www. :
general information about the institution;
Information about the state task for the current financial year;
Information on the implementation of the state task for the reporting financial year;
Information on the financial and economic activity plan for this year;
Information about the annual financial statements for the reporting financial year;
Information about the results of operations and the use of property;
Information about control activities and their results for the reporting financial year.
3.1. The level of openness and accessibility of information of a cultural institution on the Official website for posting information about state and municipal institutions www..gif" width="167 height=30" height="30">, where
Pis is the degree of search accessibility of the s-th information object of the i-th cultural institution posted on the official website www. ;
Zis is the level of significance of the s-th information object of the i-th cultural institution posted on the official website www. (Appendix 2 to this Order).
3.2. The degree of search accessibility of the s-th information object of the i-th cultural institution posted on the official website www. , is determined by the formula:
Collection, analysis and reflection of information presented on the website www. and involved in calculations, it is advisable to carry out using an automated system, which significantly reduces the complexity of the assessment.
4. The level of satisfaction with the quality of service provision by the i-th cultural institution is formed on the basis of assessments of service recipients and is measured in points.
The level of satisfaction with the quality of service provision by the i-th cultural institution is determined by the formula:
, Where:
P is the number of service recipients who rated their satisfaction with the quality of service provision by the i-th cultural institution;
J is the number of criteria for assessing satisfaction with the quality of service provision by the i-th cultural institution;
mijp - assessment of satisfaction with the quality of service provision by the i-th cultural institution, formed by the p-th recipient of services according to the j-th criterion;
The list of criteria for assessing satisfaction with the quality of service provision by cultural organizations, as well as ranges of values (indicators characterizing the relevant criteria) are determined in accordance with the List of indicators characterizing the general criteria for assessing the quality of service provision by cultural organizations (order of the Ministry of Culture of the Russian Federation “On approval of indicators characterizing general criteria for assessing the quality of services provided by cultural organizations").
Significance
information objects to assess the level of openness
and accessibility of information from cultural institutions
Information object is an object located on the official website of a cultural institution that carries an information load, for example: postal address, information about the founder, list of services.
Order item No. 000 | Indicator name | Name of the information object (requirements) | Significance, score |
|
Full and abbreviated name of the cultural institution, location, postal address, directions, email address, structure of the cultural institution, information about the founder(s), constituent documents | Full name of the cultural institution, abbreviated name of the cultural institution | |||
Mailing address, layout of a cultural institution, directions | ||||
E-mail address | ||||
Structure of a cultural institution | ||||
Information about the founder, constituent documents of the cultural institution | ||||
Information on the implementation of state/municipal assignments, a report on the results of the activities of a cultural institution | General information about the institution; | |||
Information about the state task for the current financial year; | ||||
Information on the implementation of the state task for the reporting financial year; | ||||
Information on the financial and economic activity plan for the current year; | ||||
Information on the annual financial statements for the reporting financial year; | ||||
Information about the results of operations and the use of property; | ||||
Information on control activities and their results for the reporting financial year. | ||||
List of services provided by a cultural institution. Restrictions on the range of services, restrictions on consumers of services. Additional services provided by a cultural institution. Services provided on a paid basis. Cost of services. Providing a preferential right to use the services of an institution | List of services provided by a cultural institution. | |||
Limitations on the range of services | ||||
Restrictions on service consumers. | ||||
Additional services provided by a cultural institution | ||||
Services provided on a paid basis. | ||||
Cost of services provided. | ||||
Providing a preferential right to use the services of an institution | ||||
Preserving the ability to navigate the site when disabling graphic elements of the site design and site map. Time of availability of information, taking into account interruptions in the operation of the site. Availability of an independent system for recording site visits. Disclosure of information from an independent system for recording site visits. Availability of a built-in contextual search system for the site. Free, accessible information on the site. There are no display violations, formatting or other defects in the information on the site. Date and time the information was posted. Access to the section “Independent assessment of the quality of service provision” should be provided in no more than 2 visits to the site using the navigation menu | Preserving the ability to navigate the site when disabling graphic elements of the site design, site map | |||
Time of availability of information taking into account interruptions in the operation of the site | ||||
Availability of an independent system for recording site visits. | ||||
Disclosure of information from an independent site visit tracking system | ||||
Availability of a built-in contextual search system for the site | ||||
Free, accessible information | ||||
No display, formatting or other defects | ||||
Date and time of information posting | ||||
Access to the section “Independent assessment of the quality of service provision” should be provided in no more than 2 visits to the site using the navigation menu | ||||
Availability of electronic tickets/availability of electronic ticket booking/availability of electronic queue/availability of electronic catalogues/availability electronic documents available for receipt | E-ticket cultural institutions/electronic catalogue/ | |||
Online registration/possibility of booking tickets/electronic documents | ||||
Electronic queue/electronic recording at the institution | ||||
Virtual tours of a cultural institution | ||||
Last names, first names, patronymics, positions of the management staff of the cultural institution, its structural divisions and branches (if any), mode, work schedule; contact numbers, email addresses, section for sending proposals to improve the quality of the institution’s services | Information about the head of the cultural institution, information about official events, visits and working trips of the head of a cultural institution | |||
Composition of employees, surnames, first names, patronymics, positions of management of the cultural institution | ||||
Mode, work schedule of a cultural institution | ||||
Help desk telephone number, telephone number of the head of a cultural institution (reception) | ||||
Section for sending proposals to improve the quality of the institution’s services | ||||
Online consultant for a cultural institution (instant messaging and interactive communication system with a representative of a cultural institution) | ||||
The procedure for assessing the quality of an institution’s work based on certain criteria for the effectiveness of the institutions’ work, approved by the authorized federal executive body; the results of an independent assessment of the quality of service provision by cultural institutions, as well as proposals for improving the quality of their activities; plan to improve the quality of the institution's work | ||||
Information messages about the independent assessment | ||||
Procedure (methodology) for conducting an independent assessment of the quality of services of a cultural institution | ||||
Results of an independent assessment of the quality of services provided by a cultural institution | ||||
Proposals to improve the quality of their activities; plan to improve the quality of work of a cultural institution |
An independent assessment of the quality of services in the cultural sector will be carried out by public councils created by the relevant federal bodies. The necessary changes to the current Fundamentals of the legislation of the Russian Federation on culture, approved by the Supreme Court of the Russian Federation dated October 9, 1992 N 3612-1 (hereinafter referred to as the Legislation on Culture), were introduced by Federal Law dated July 21, 2014 N 256-FZ. In this article we will look at the procedure for organizing an independent assessment of the quality of services in the cultural sector.
Objectives and criteria of independent assessment. An independent assessment of the quality of service provision by cultural organizations will be carried out in accordance with Art. 36.1, which supplemented the Legislation on Culture.
Such an assessment is a form of public control. It is carried out in order to provide citizens with information about the quality of services provided by cultural organizations and improve the quality of their activities.
An independent assessment of the quality of service provision by cultural organizations involves assessing the conditions for the provision of services according to the following general criteria:
- openness and accessibility of information about cultural organizations;
- comfortable conditions for providing services and accessibility of receiving them;
- waiting time for service provision;
- friendliness, politeness, competence of cultural organization employees;
- satisfaction with the quality of service provision.
When conducting an independent assessment of the quality of service provision, publicly available information about cultural organizations, posted in the form of open data, will be used.
Note. In relation to the creation, performance and interpretation of works of literature and art, an independent assessment of the quality of service provision by cultural organizations is not carried out.
The following are subject to independent assessment:
- cultural organizations whose founders are the Russian Federation, constituent entities of the Russian Federation or municipalities;
- cultural organizations in the authorized capital of which the share of the Russian Federation, a constituent entity of the Russian Federation or a municipal entity in the aggregate exceeds 50%;
- other non-governmental cultural organizations that provide state and municipal services in the field of culture.
Bodies authorized to conduct independent assessments. According to the additions made to Art. Art. 37 and 39 of the Legislation on Culture, federal government bodies and government bodies of constituent entities of the Russian Federation in the field of culture are vested with the authority to create conditions for organizing an independent assessment of the quality of services provided by cultural organizations.
The authorized federal executive body in the field of culture, with the participation of public organizations, public associations of consumers (their associations, unions) and professional communities, forms a public council to conduct an independent assessment of the quality of services provided by cultural organizations and approves the regulations on it. The list of cultural organizations for which an independent assessment of the quality of their services is not carried out is approved by the authorized federal executive body with preliminary discussion at the public council.
At the level of subjects and municipalities, their own public councils are formed and regulations are approved for conducting an independent assessment of the quality of services provided by cultural organizations.
Indicators characterizing the general criteria for assessing the quality of service provision by cultural organizations are established by the authorized federal executive body with preliminary discussion at the public council.
By decision of the authorized federal executive body, government bodies of constituent entities of the Russian Federation or local government bodies, the functions of public councils for conducting an independent assessment of the quality of service provision by cultural organizations may be assigned to the public councils existing under these bodies. In such cases, public councils for conducting an independent assessment of the quality of services provided by cultural organizations are not created.
Activities of public councils. The public council should be formed in such a way that the possibility of a conflict of interest is excluded. The public council includes representatives of public organizations. The number of its members cannot be less than five people. Members of the public council carry out their activities on a voluntary basis. Information about the activities of the public council is posted by the government body or local government body under which it was created on its official website on the Internet.
An independent assessment of the quality of service provision by cultural organizations, organized by public councils for its implementation, is carried out no more than once a year and no less than once every three years.
Public councils are entrusted with the following functions:
- determination of the list of cultural organizations in respect of which an independent assessment is carried out;
- formation of a proposal for the development of technical specifications for an organization that collects, summarizes and analyzes information about the quality of services provided by cultural organizations (hereinafter referred to as the operator);
- participation in the consideration of draft documentation on the procurement of works, services, as well as draft state and municipal contracts concluded by an authorized federal executive body, government bodies of constituent entities of the Russian Federation or local government bodies with the operator;
- establishing, if necessary, additional criteria for assessing the quality of service provision by cultural organizations;
- carrying out an independent assessment of the quality of service provision by cultural organizations, taking into account the information provided by the operator;
- submission to the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local government bodies of the results of an independent assessment of the quality of service provision by cultural organizations, as well as proposals for improving the quality of their activities.
Selection of information processing operator. The selection of an operator, whose tasks will be the collection, synthesis and analysis of information about the quality of services provided by organizations, will be carried out by federal executive authorities, state authorities of constituent entities of the Russian Federation or local governments on a competitive basis. This selection must comply with the federal law dated 04/05/2013 N 44-FZ "On the contract system in the field of procurement of goods, works, services to meet state and municipal needs."
Based on the results of concluding state and municipal contracts, authorized bodies draw up a decision to determine the operator responsible for collecting, summarizing and analyzing information about the quality of services. If necessary, he is provided with publicly available information about the activities of these organizations, generated in accordance with state and departmental statistical reporting (if it is not posted on the organization’s official website).
Results of independent assessment. Information received and received by the relevant government authorities on the results of an independent assessment of the quality of service provision by cultural organizations is subject to mandatory consideration by these bodies within a month and is taken into account by them when developing measures to improve the activities of cultural organizations.
Information on the results of an independent assessment of the quality of service provision by cultural organizations is posted on the Internet:
- by the authorized federal executive body on the official website for posting information about state and municipal institutions;
- state authorities of the constituent entities of the Russian Federation, local governments on their official websites and the official website for posting information about state and municipal institutions.
The composition of information on the results of an independent assessment of the quality of services and the procedure for posting it on the official website for posting information about state and municipal institutions on the Internet are determined by the federal executive body authorized by the Government of the Russian Federation.
Monitoring compliance with the procedures for conducting an independent assessment of the quality of services provided by cultural organizations is carried out in accordance with the legislation of the Russian Federation. Required regulations in this regard will probably be developed later.
Responsibilities of cultural institutions. According to Art. 36.2 Legislation on culture, cultural and art institutions must ensure information openness of their activities. The following information must be open and accessible:
- date of creation of the cultural organization, its founder (founders), location of the cultural organization and its branches (if any), mode, work schedule, contact numbers and email addresses;
- structure and management bodies of cultural organizations;
- types of services provided by the cultural organization;
- logistics support for the provision of services;
- a copy of the charter of the cultural organization;
- a copy of the plan of financial and economic activities of the cultural organization, approved in established by law RF order, or budget estimate(information about the scope of services provided);
- a copy of the document on the procedure for providing services for a fee;
- information that is posted, published by decision of a cultural organization, as well as information, the placement and publication of which are mandatory in accordance with the legislation of the Russian Federation;
- other information determined by the authorized federal executive body necessary for conducting an independent assessment of the quality of service provision by cultural organizations.
This information is posted on the official websites of the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local government bodies and cultural organizations on the Internet in accordance with the requirements for its content and form of presentation established by the authorized federal executive body.
In addition, on these same sites, authorities and cultural institutions should provide the technical ability for recipients of services to express opinions about their quality.
Let's summarize what has been said. State (municipal) cultural and art institutions must ensure information openness of their activities. Such information is used by authorized bodies and public councils created by them to conduct an independent assessment of the quality of services provided by cultural organizations. The criteria by which independent assessment is carried out are formed by the Legislation on Culture and public councils. All recipients of cultural services should have the opportunity to express their opinion on the quality of their provision.
