Assessing the Quality of Employment Services in the Transition to a Client-Centric Approach and Digital Format

Abstract

Employment services are interested in forming an objective assessment of the quality of services provided to the population. Despite the implementation of a client-centered approach, there has been a decrease in service quality assessment as employment services transitioned to digitalization of service provision. This decline can be attributed, in part, to the low digital literacy among the population. The authors conducted a study of the practice of evaluating service quality in promoting employment. The paper reviews both theoretical and practical approaches to assessing public service quality in a digital environment and implementing a client-centered approach. The research draws on various sources, including job seekers' reviews, microdata on public service quality and availability, digital economy statistical data, survey results from employment service clients, and interviews with representatives of employment agencies in the Novosibirsk region. The methods of the research include statistical analysis and content analysis. The findings indicate that with the transition to a digital format of service delivery, customers’ satisfaction with the quality of services is largely determined by their digital competencies and access to digital services. However, the current methodology for assessing client-centricity lacks consideration of these factors. The conclusion presents recommendations for enhancing the methodological support for assessing client centricity, leading to a more concise evaluation of the quality of employment services.