Examination of the quality of services of cultural institutions. On the approval of indicators characterizing the general criteria for assessing the quality of the conditions for the provision of services by cultural organizations
An independent assessment of the quality of the conditions for the provision of services by cultural organizations is one of the forms 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 to improve the quality of their activities.
(see text in previous edition)
An independent assessment of the quality of the conditions for the provision of services by cultural organizations provides for an assessment of the conditions for the provision of services according to such general criteria as openness and accessibility of information about the organization of culture; comfort conditions for the provision of services; goodwill, politeness of employees of cultural organizations; satisfaction with the conditions for the provision of services, as well as the availability 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, provides for an assessment of the conditions for the provision of services according to such general criteria as openness and accessibility of information about the organization of culture, as well as the availability of services for people with disabilities.
(see text in 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 independent evaluation For 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 previous edition)
(see text in 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 previous edition)
In order to create conditions for an independent assessment of the quality of the conditions for the provision of services by cultural organizations:
Public Chamber Russian Federation at the request of the federal executive body responsible for the development and implementation of public 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 request, forms from among the representatives of the all-Russian public organizations, created in order to protect the rights and interests of citizens, all-Russian public associations of people with disabilities public council for 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 federal budget, and approves its composition. The Civic Chamber of the Russian Federation informs the authorized federal executive body of the composition of the public council established 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 in respect of which an independent assessment of the quality of the conditions for the provision of services by them is not carried out is approved by the authorized federal agency executive power with a preliminary discussion at the specified public council;
public chambers of the constituent entities of the Russian Federation at the request of the authorities state power of the constituent entities of the Russian Federation, no later than one month from the date of receipt of the said appeal, public councils are formed from among the representatives of public organizations established to protect the rights and interests of citizens, public associations of the disabled to conduct an independent assessment of the quality of the conditions for the provision of services by cultural organizations located in the territories 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-state cultural organizations that provide services in the field of culture at the expense of the relevant budget of the budgetary system of the 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 the 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 municipal districts and urban districts have the right to form public councils from among representatives of public organizations created to protect the rights and interests of citizens, public associations of the disabled to conduct an independent assessment of the quality of the conditions for the provision of services municipal organizations culture, other organizations located in the territories of the respective municipalities and providing services in the field of culture at the expense of budgetary appropriations from the budgets of municipalities, and approve their composition. Public chambers (councils) of municipalities inform local governments 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 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 a preliminary discussion at the public council.
(see text in 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 quality assessment) is approved for a period of three years. When forming a public council for independent quality assessment at 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 heads (their deputies) and employees of organizations operating in this field. At the same time, the public council for independent quality assessment involves representatives of public associations operating in the field of culture and the public chamber to discuss and form the results of such an 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 voluntary. Information about the activities of the relevant public council for independent quality assessment is subject to placement by the state authority, local government under which it was created, in the information and telecommunication network "Internet" (hereinafter referred to as the "Internet") on the official website of the appropriately authorized federal executive body , an executive authority of a constituent entity of the Russian Federation, a local self-government body.
(see text in previous edition)
The regulation on the public council for independent quality assessment is approved by the state authority or local government under which the specified public council was created.
(see text in 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 previous edition)
Public councils for independent quality assessment:
(see text in previous edition)
determine the 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, municipal contracts concluded by the authorized federal executive body, state authorities of the constituent entities of the Russian Federation or local authorities with an organization that collects and summarizes information on the quality of the conditions for providing services of cultural organizations (hereinafter referred to as the operator);
(see text in previous edition)
(see text in 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 previous edition)
submit, respectively, to the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local government bodies 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 previous edition)
The conclusion of state, municipal contracts for the performance of work, the provision of services for the collection and generalization 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 ensure public and municipal needs. The authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local governments, based on the results of the conclusion of state, municipal contracts, draw up 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 a public information about the activities of these organizations, formed in accordance with the state and departmental statistical reporting(in case it is not posted on the official website of the organization).
(see text in previous edition)
Information on the results of an independent assessment of the quality of the conditions for the provision of services by cultural organizations received by the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, and local self-government bodies, respectively, is subject to mandatory consideration by the said 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 evaluating the activities of their leaders.
In order to implement Article 36.1 of the Law of the Russian Federation of October 9, 1992 No. 3612-1 "Fundamentals of the Legislation of the Russian Federation on Culture" I order:
2. Recognize invalid the order of the Ministry of Culture of Russia dated November 20, 2015 No. 2830 “On approval of guidelines for conducting an independent assessment of the quality of services provided by cultural organizations”.
3. To impose control over the execution of this order on the Deputy Minister of Culture of the Russian Federation S.G. Obrivalina.
| Minister | V.R. Medinsky |
Guidelines for an independent assessment of the quality of services provided by cultural organizations
real Guidelines developed in order to implement Article 36.1 of the Law of the Russian Federation dated 09.10.1992 No. 3612-1 “Fundamentals of the Legislation of the Russian Federation on Culture” and are of a recommendatory nature when conducting an independent assessment of the quality of services provided by cultural organizations.
1. General Provisions
The legal basis for an independent assessment of the quality of services provided by cultural organizations is:
Law of the Russian Federation dated 09.10.1992 No. 3612-1 "Fundamentals of the Legislation of the Russian Federation on Culture";
Order of the Ministry of Culture of the Russian Federation dated February 20, 2015 No. 277 “On approval of the requirements for the content and form of providing information on the activities of cultural organizations posted on the official websites of the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local authorities and cultural organizations in Internet networks (registered by the Ministry of Justice of Russia on May 08, 2015, registration No. 37187);
Order of the Ministry of Culture of the Russian Federation of November 22, 2016 No. 2542 “On approval of indicators characterizing the general criteria for assessing the quality of services provided by cultural organizations” (registered by the Ministry of Justice of Russia on December 2, 2016, registration No. 44542) (hereinafter - Order of the Ministry of Culture of Russia No. 2542).
2. Conducting an independent assessment of the quality of services provided by cultural organizations
2.1. The Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local authorities in accordance with Article 36.1 of the Law of the Russian Federation dated 09.10.1992 No. 3612-1 "Fundamentals of the Legislation of the Russian Federation on Culture" form public councils to conduct an independent assessment of the quality of services provided by organizations culture and approve regulations on them or assign the functions of conducting an independent assessment of the quality of services provided by cultural organizations to the public councils existing under these bodies.
2.2. In accordance with the Regulations on the Public Council for an independent assessment of the quality of services provided by cultural organizations under the Ministry of Culture of the Russian Federation, approved by order of the Ministry of Culture of the Russian Federation dated February 26, 2016 No. 471, the Public Council for an independent assessment of the quality of services provided by cultural organizations under the Ministry of Culture of the Russian Federation The Federation carries out an independent assessment of the quality of the provision of services by cultural organizations subordinate to the Ministry of Culture of the Russian Federation.
2.3. In order to create conditions for an independent assessment of the quality of services provided by cultural organizations, state authorities of the constituent entities of the Russian Federation, local governments are recommended to form information about cultural organizations located on the territory of a constituent entity of the Russian Federation, municipal formation, and send it to the appropriate public council.
At the same time, if public councils for conducting an independent assessment of the quality of services provided by cultural organizations have not been formed by local governments, then information about cultural organizations located on the territory of the municipality is included by state authorities of the constituent entities of the Russian Federation in information about cultural organizations located on the territory of the subject Russian Federation.
Public councils formed by state authorities of the constituent entities of the Russian Federation, local governments, taking into account the need for an independent assessment of the quality of services provided by cultural organizations in relation to each cultural organization, no more than once a year and no less than once every three years, approve the list cultural organizations in respect of which an independent assessment of the quality of services provided by cultural organizations in the current year is carried out. This list is posted on the official websites of state authorities of the constituent entities of the Russian Federation, local governments.
2.4. It is recommended to collect, summarize and analyze information on the quality of services provided by cultural organizations in two areas:
1) study and evaluation of information posted on the official website on the Internet of a cultural organization;
2) studying the opinions of service recipients.
2.5. In order to ensure the technical possibility of expressing opinions by recipients of services on the quality of services provided by cultural organizations, the Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local governments, cultural organizations post on their official websites a questionnaire to assess the quality of services provided by cultural organizations (hereinafter - the questionnaire ) interactively.
2.6. When studying the opinions of recipients, it is advisable to use the following main channels of information about services:
1) Internet channel. Survey of service recipients by filling out an interactive form in the information and telecommunications network "Internet";
2) Personal survey (sociological research).
Interviewing service recipients orally with subsequent entry of data into the questionnaire or filling out the questionnaire by the recipient of services on paper;
3) Poll by phone.
Survey of recipients of services of cultural organizations by channels telephone communication in oral form with the subsequent entry of data into the questionnaire;
4) Terminal in the organization of culture.
Survey of service recipients by filling out an interactive questionnaire through the terminal;
5) Email.
Survey of service recipients by sending an electronic message with a questionnaire form for filling out by the recipient of the service and then sending the completed questionnaire to e-mail.
To increase the reliability of the estimates obtained, it is recommended to use the largest number of channels for collecting information.
2.7. To obtain an objective picture of the satisfaction of service recipients with the quality of services provided by cultural organizations, it is recommended that all cultural organizations be divided into 3 categories depending on the number of service recipients and for each cultural organization to determine the required number of questionnaires to be collected:
Thus, in order to study the opinions of service recipients on the quality of services provided by cultural organizations, it is necessary to determine the optimal combination for a particular institution, including the required number of questionnaires and the method of obtaining them.
2.8. Based on the analysis of the information presented on the official website of the cultural organization, and based on the results of the data obtained from the study of the opinions of service recipients, the calculation of the values of indicators characterizing the general criteria for assessing the quality of services provided by cultural organizations, approved by order of the Ministry of Culture of Russia No. 2542.
2.9. Public councils, based on the results of an independent assessment of the quality of services provided by cultural organizations, form proposals for improving the quality of activities of cultural organizations.
The results of an independent assessment of the quality of the provision of services by cultural organizations and proposals for improving the quality of the activities of cultural organizations are submitted by public councils to the Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, and local governments, respectively.
2.10. The Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local authorities within a month consider the information received on the results of an independent assessment of the quality of services provided and take it into account when developing measures to improve the activities of cultural organizations.
2.11. The results of an independent assessment of the quality of services provided by cultural organizations are posted on the official website for posting information about state and municipal institutions on the Internet (www.bus.gov.ru) in accordance with the order of the Ministry of Finance of Russia dated July 22, 2015 No. information about the results of an independent quality assessment educational activities organizations engaged in educational activities, provision of services by cultural organizations, social services, medical organizations posted on the official website for posting information about state and municipal institutions in the information and telecommunications network "Internet" and the procedure for its placement", as well as on the official websites of the Ministry of Culture of the Russian Federation, executive authorities of the constituent entities of the Russian Federation and local governments.
Appendix
To
for an independent evaluation
service quality
cultural organizations
Sample options for questions to be included in the questionnaire for assessing the quality of services provided by cultural organizations
1. ACCESSIBILITY AND RELEVANCE OF INFORMATION ABOUT THE ACTIVITIES OF THE ORGANIZATION OF CULTURE PLACED ON THE TERRITORY OF THE ORGANIZATION
1. Excellent, everything suits
2. Generally good
4. Bad, many shortcomings
2. COMFORTABLE CONDITIONS OF STAY IN THE ORGANIZATION OF CULTURE
1. Excellent, everything suits
2. Generally good
3. Satisfactory, minor flaws
4. Bad, many shortcomings
5. Unsatisfactory, completely unsatisfactory
3. ADDITIONAL SERVICES AND THEIR AVAILABILITY
1. Excellent, everything suits
2. Generally good
3. Satisfactory, minor flaws
4. Bad, many shortcomings
5. Unsatisfactory, completely unsatisfactory
4. CONVENIENCE OF USING ELECTRONIC SERVICES PROVIDED BY THE ORGANIZATION OF CULTURE (INCLUDING WITH THE HELP OF MOBILE DEVICES)
1. Excellent, everything suits
2. Generally good
3. Satisfactory, minor flaws
4. Bad, many shortcomings
5. Unsatisfactory, completely unsatisfactory
5. CONVENIENCE OF THE WORK SCHEDULE OF THE ORGANIZATION OF CULTURE
1. Excellent, very comfortable
2. Generally good
3. Satisfactory, minor flaws
4. Bad, many shortcomings
5. Absolutely not comfortable
6. ACCESSIBILITY OF SERVICES FOR THE DISABLED
6.1. Providing facilities for disabled people to board vehicle and disembarkation from it before entering the cultural organization, including using a wheelchair
6.2. Equipping the organization with special devices for disabled access (equipment of entrance areas, sliding doors, adapted railings, accessible sanitary facilities, sound devices for the visually impaired, etc.)
6.3. The presence of accompanying personnel and the possibility of independent movement around the territory of the organization
6.4. Competence of staff working with visitors with disabilities
6.5. Placement of information necessary to ensure unhindered access of persons with disabilities to the institution and services (duplication of sound and visual information necessary for receiving the service, as well as inscriptions, signs and other textual and graphic information with signs made in Braille and on a contrasting background)
7. COMPLIANCE WITH THE MODE OF WORK BY THE ORGANIZATION OF CULTURE
1. Excellent, everything suits
2. Generally good
4. Bad, a lot of violations
5. Unsatisfactory, not observed at all
8. COMPLIANCE WITH THE ESTABLISHED (DECLARED) TERMS OF PROVISION OF SERVICES BY A CULTURAL ORGANIZATION
1. Excellent, everything suits
2. Generally good
3. Satisfactory, minor violations
4. Bad, a lot of violations
5. Unsatisfactory, not observed at all
9. BENEFICIENCY AND COURTESY OF THE STAFF OF THE CULTURAL ORGANIZATION
1. Excellent, everything suits
2. Generally good
3. Satisfactory
5. Unsatisfactory
10. COMPETENCE OF THE STAFF OF A CULTURAL ORGANIZATION
1. Excellent, everything suits
2. Generally good
3. Satisfactory
5. Unsatisfactory
11. SATISFACTION WITH THE QUALITY OF PROVIDING SERVICES BY THE ORGANIZATION OF CULTURE IN GENERAL
1. Excellent, everything suits
2. Generally good
3. Satisfactory, minor flaws
4. Bad, many shortcomings
5. Unsatisfactory, completely unsatisfactory
Document overview
In particular, indicators introduced in 2016 by the order of the Ministry of Culture of Russia, which characterize the general criteria for such an assessment, are taken into account.
Information on the quality of services is recommended to be obtained by evaluating the information posted on the official website of the cultural organization, as well as by studying the opinions of service recipients. Sample options for questions to be included in the questionnaire for conducting sociological research. The questionnaire can be filled out in an interactive form on the Internet, through the terminal in the cultural organization. It is also sent by email. A personal interview or a telephone survey is possible.
The results of an independent assessment of the quality of services provided by cultural organizations are posted at www.bus.gov.ru, as well as on the official websites of the relevant authorities.
An independent assessment of the quality of services in the field of culture 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 of 09.10.1992 N 3612-1 (hereinafter referred to as the Legislation on Culture), have been made federal law dated July 21, 2014 N 256-FZ. In the article, we will consider the order in which an independent assessment of the quality of services in the field of culture is organized.
Purposes and criteria of independent evaluation. An independent assessment of the quality of services provided by cultural organizations will be carried out in accordance with Art. 36.1, which supplemented the Legislation on Culture.
Such an assessment is one of the forms 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 the provision of services by cultural organizations provides for an assessment of the conditions for the provision of services according to the following general criteria:
- openness and accessibility of information about the organization of culture;
- comfort conditions for the provision of services and the availability of their receipt;
- service waiting time;
- benevolence, politeness, competence of workers of the organization of culture;
- Satisfaction with the quality of services.
When conducting an independent assessment of the quality of services provided, publicly available information about cultural organizations, posted in the form of open data, will be used.
Note. With regard to the creation, performance and interpretation of works of literature and art, an independent assessment of the quality of services provided by cultural organizations is not carried out.
Subject to independent evaluation:
- cultural organizations whose founders are the Russian Federation, subjects of the Russian Federation or municipalities;
- cultural organizations, authorized capital in which the share of the Russian Federation, a constituent entity of the Russian Federation or a municipality in the aggregate exceeds 50%;
- other non-governmental cultural organizations that are provided by state, municipal services in the field of culture.
Bodies authorized to conduct an independent assessment. According to the additions made to Art. Art. 37 and 39 of the Legislation on Culture, federal government bodies and government bodies of the constituent entities of the Russian Federation in the field of culture are empowered 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 for conducting an independent assessment of the quality of services provided by cultural organizations and approves the regulation on it. The list of cultural organizations in respect of which an independent assessment of the quality of their services is not carried out is approved by the authorized federal executive body with a preliminary discussion at the public council.
At the level of constituent entities 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 services provided by cultural organizations are established by the authorized federal executive body with a preliminary discussion at the public council.
By decision of the authorized federal executive body, state authorities of the constituent entities of the Russian Federation or local self-government bodies, the functions of public councils for conducting an independent assessment of the quality of services provided by cultural organizations may be assigned to 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 state authority, local government under which it was created, on its official website on the Internet.
An independent assessment of the quality of the provision of services 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.
The Community Councils have 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 terms of reference for an organization that collects, summarizes and analyzes information on 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, municipal contracts concluded by the authorized federal executive body, state authorities of the constituent entities of the Russian Federation or local authorities with the operator;
- establishing, if necessary, additional criteria for assessing the quality of services provided by cultural organizations;
- implementation of an independent assessment of the quality of services provided 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 services provided by cultural organizations, as well as proposals for improving the quality of their activities.
Selection of an information processing operator. The selection of the operator, whose tasks will be to collect, summarize and analyze information on the quality of services provided by organizations, will be carried out by federal executive authorities, state authorities of the constituent entities of the Russian Federation or local governments on a competitive basis. In this selection, the Federal Law of April 5, 2013 N 44-FZ "On the contract system in the field of procurement of goods, works, services to meet state and municipal needs" must be observed.
Based on the results of the conclusion of state, municipal contracts, the authorized bodies draw up a decision to determine the operator responsible for collecting, summarizing and analyzing information on the quality of services. If necessary, he is provided with publicly available information on the activities of these organizations, formed in accordance with state and departmental statistical reporting (if it is not posted on the official website of the organization).
Results of an independent evaluation. The information received and received by the relevant state authorities on the results of an independent assessment of the quality of services provided 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 services provided 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;
- public 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 its placement 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.
Control over 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, institutions of culture and art must ensure the information openness of their activities. The following information should be open and available:
- 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 e-mail addresses;
- structure and governing bodies of the organization of culture;
- types of services provided by the cultural organization;
- material and technical 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 organization of culture, approved in established by law RF order, or budget estimates (information on the scope of services provided);
- a copy of the document on the procedure for providing services for a fee;
- information that is placed, published by the decision of the 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 an independent assessment of the quality of services provided 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 governments 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 the same sites, authorities and cultural institutions should provide the technical possibility for the recipients of services to express their opinions about their quality.
Let's summarize what has been said. State (municipal) institutions of culture and art must ensure the 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 according to which an independent assessment is carried out are formed by the Legislation on Culture and public councils. All recipients of cultural services should be able to express their opinion on the quality of their provision.
An independent assessment of the quality of services of cultural institutions among the variety of forms of public control of cultural organizations occupies a special place and is carried out in accordance with Federal Law No. 256-FZ
What is an independent quality assessment for?
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 improper management of the organization that received the lowest rating, and the unfair performance by the head of his official duties.
On the list of cultural institutions in which an independent quality assessment is carried out
There is a whole list of cultural organizations to which an independent quality assessment can be applied. To date, this list includes cultural institutions that are in the foundation of the 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 the 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 in the formation of the Public Council. That is, the composition of the OS in no case should include employees of an institution in which an independent assessment of the quality of services provided by cultural organizations will be carried out.
On the functions of the founder in the implementation of the NOC
The preparation and conduct of an independent quality assessment should 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 the operator for the NQA;
- security technical support expressing opinions on the quality of services provided by the cultural institution, consumers;
- preparation of procurement documentation and carrying out the procedure for determining the organization performing the role of the operator.
As a rule, the financing of the NOC is carried out from the budget of the founder. However, there are other ways, for example, if procurement is carried out centrally, then an independent assessment of the quality of services can be funded by a municipal authority or a government agency that is authorized to determine suppliers for the customer.
Members of the Public Council can be representatives of various organizations in the field of culture, representatives of the press, municipal deputies, honored cultural workers, residents of the area in which the cultural institution operates, and many others.
From the very beginning of its activity, the Public Council is obliged to take up the formation of lists, which will include institutions subject to the NOC, as well as develop evaluation criteria. Also, the duties of the members of the Board include participation in the procurement of services of the operator, whose functions are performed by an organization that collects information on the quality of services provided by cultural institutions, its generalization and analysis.
In addition, OS members perform other functions, for example:
- form proposals for the development of technical specifications for the operator;
- carry out a quality assessment, taking into account the information received from the operator;
- provide the founder with the results of the audit and proposals regarding the improvement of the quality of services provided by cultural institutions.
A prerequisite for the work of the Public Council is the openness of information about the activities carried out, which should be posted on the official website. This approach will help the head of the organization to navigate in order to assess the quality of the work of institutions.
It is also worth noting that the members of the PC visit the cultural institution behind the scenes, 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 the conclusion of an independent assessment of the quality of cultural institutions, the Public Council should provide information on the results of the results of the assessment of quality, as well as proposals regarding improving the efficiency of the institution. In addition, the OS must ensure that consumers have access to this information.
On the functions of the operator organization during the NOC
After the formation of the Public Union, the founder needs to decide on the operating organization, since the collection, generalization 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. At the same time, the cultural institution is obliged to assist in the collection and processing of this information.
The methods of obtaining information must be indicated in the terms of reference and the contract concluded with the founder, who has the right to make his own changes regarding the methods of collecting and processing information. However, the operator has the full right to independently choose the method for evaluating the information received.
Stages of independent quality assessment in cultural institutions
An independent assessment of the quality of services in culture is carried out in stages. On the initial stage an organization acting as an operator collects and accumulates information on the provision of social services by cultural institutions, including services provided in in electronic format. The collected information 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 the formation of proposals for improving the efficiency of providing services to consumers.
On the criteria and indicators of the NOC
The criteria on the basis of which an independent quality assessment is carried out are general and additional. Common are such criteria as satisfaction of visitors to the institution with the quality of services provided; comfort conditions for the provision of services, as well as their availability; the possibility of access to information relating to cultural institutions and others. Additional criteria are usually set by the Public Council.
The developed criteria, which are the basis for the formation of the terms of reference for the operator, and the indicators for them must be fixed in the minutes of the OS meeting and approved by the order of the founder.
The measurability and objectivity of criteria and indicators are very important for the head of the institution. They are also of great importance for visitors who need to understand what side of the organization's activities they should provide information about.
The infrastructure of a cultural institution very often faces various kinds of problems, among which the following should be highlighted:
- low quality Wi-Fi;
- lack of public spaces;
- problems with heating system;
- inconvenience of work schedule;
- absence or shortage of places Catering and many others.
Some of these problems can be solved by preparatory stage to an independent quality assessment, for example, when observing poor Wi-Fi quality, you can simply change the operator, and repairing toilets can be carried out using the money earned for this.
On working with the results of an independent assessment of the quality of services
As is known, information concerning 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 available to consumers. The founder has one month to get acquainted with the information provided.
Having considered the results obtained, the founder develops recommendations for improving the quality of services provided to consumers and provides them to the head of the institution. After reviewing the recommendations of the founder, the institution should draw up a further plan of action, as a result of which it can increase efficiency. The developed plan is also posted on the official website of this organization.
In the case of a subsequent NQF, the implementation of this plan will become another criterion for assessing the quality of work of the head of a cultural institution.
What measures to improve the quality of work should be included in the plan
It is worth noting that the effectiveness of the 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 |
Quality improvement measures |
|---|---|
|
Eliminate non-compliance by the institution with the requirements of the legislation on the placement of information |
|
Prepare documents for participation in state (municipal) programs, departmental programs related to the renewal of the material and technical base of institutions, the formation of an accessible environment for persons with disabilities |
|
Establish benefits (not related to the provision of preferential or free visits to the institution) for the acquisition of extraordinary order tickets for certain categories of citizens in accordance with local acts of the institution |
|
Conduct outreach to employees Material checked by experts Aktion Culture |
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