On the Methodology of the Socio-Information

Services Quality Evaluation on the Basis of Information Interaction Indicators

N.S. Shilkina, Applicant, FSUE STANDARTINFORM, Moscow, Russia, a.a.streha@gostinfo.ru

S.A. Timofeev, Applicant, FSUE STANDARTINFORM, Moscow, Russia

A.S. Ovchinnikov, Applicant, FSUE STANDARTINFORM, Moscow, Russia

key words

social information service, communication technology, quality, efficiency, algorithm, qualitative model

References

We have presented our methodology for assessing the quality of social and information services based on the indicators of information interaction. We have received a comprehensive multicriteria assessment of such a service’s quality through the cumulative consideration of expert and formal approaches’ results. After analyzing the obtained data, we have found out that the most important criteria for assessing the quality of providing social and information services to the population are the completeness and timeliness of providing these services, the degree of solving material or financial problems in obtaining them, as well as non-material effectiveness / effectiveness of services provided to clients. We believe the introduction of the hierarchy analysis method allows us to justify management decisions, choose alternatives, and rank solutions according to the importance and urgency of implementation from the perspective to improve the quality of providing social and information services to the public.

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