Assessment of the quality of services in the field of culture. On the approval of indicators characterizing the general criteria for assessing the quality of the conditions for the provision of services by cultural organizations. What activities to improve the quality of work should be included in the plan
Independent assessment of the quality of services of cultural institutions among a variety of forms public control cultural organizations occupies a special place and is carried out in accordance with Federal Law No. 256-FZ
What an independent quality assessment is 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 in the course of this test are the basis for the formation of the rating of cultural institutions.
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Thanks to the NOC, the founder can draw objective conclusions regarding the mismanagement of the organization that received the lowest rating and the manager's misconduct.
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 Russian Federation, subjects 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 action.
It is also worth paying attention to such a nuance as an exception in the formation of the Public Council. That is, the OS should in no case include employees of the institution in which an independent assessment of the quality of the provision of services by cultural organizations will be carried out.
On the functions of the founder in the implementation of the NOC
Preparation and implementation independent evaluation quality must be carried out in a specific order, namely:
- formation of the public council, approval of the Regulations on it and the composition of the staff;
- determination of the organization that will act as the operator for the NOC;
- security technical support expressing opinions on the quality of services provided by a cultural institution by consumers;
- preparation of procurement documentation and carrying out the procedure for determining the organization performing the role of the operator.
As a rule, funding for the NOC is carried out 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 funded by a municipal authority or a government agency that is authorized to identify suppliers for the customer.
Members of the Public Council can be representatives of various cultural organizations, representatives of the press, municipal deputies, honored cultural workers, residents of the region where this cultural institution operates and many others.
From the very beginning of its activity, the Public Council is obliged to work on the formation of lists, which will include institutions subject to NOCs, and also to develop assessment criteria. Also, the responsibilities of members of the CB include participation in the procurement of operator services, the functions of which are performed by an organization that collects information on the quality of services provided by cultural institutions, its generalization and analysis.
In addition, members of the OS perform other functions, for example:
- form proposals for development terms of reference for the operator;
- assess the quality, taking into account the information received from the operator;
- provide the founder with the results of verification and proposals for improving the quality of the provision of services by cultural institutions.
A prerequisite for the work of the Public Council is the openness of information about the activities performed, which should be posted on the official website. This approach will help the head of the organization to navigate in the order of assessing the quality of the work of institutions.
It is also worth noting that a visit by members of the CB to a cultural institution is carried out not publicly, 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 quality assessment, as well as proposals for improving the efficiency of the institution. In addition, the OS must provide consumers with 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, 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 services provided by the institution 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.
Ways to obtain information in mandatory must be indicated in the terms of reference and the contract concluded with the founder, who has the right to make his own changes in it regarding the methods of collecting and processing information. However, the operator has every right to independently choose the method of evaluating the information received.
Stages of implementation of an independent quality assessment in cultural institutions
An independent assessment of the quality of services in culture is carried out in stages. At the initial stage, the 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 information collected must meet the following requirements:
- completeness;
- relevance;
- reliability.
The information provided by the operator is the basis for the formation of the results of activities 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 to improve 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 criteria are such as the satisfaction of the visitors of the institution with the quality of the services provided; the comfort of the conditions for the provision of services, as well as their availability; the ability to access information related to cultural institutions and others. Additional criteria are usually set by the Public Council.
The developed criteria, which represent the basis for the formation of the technical task for the operator, and the indicators for them must be fixed in the minutes of the meeting of the OC and approved by the order of the founder.
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 which side of the organization's activities they should provide information about.
The infrastructure of a cultural institution very often encounters various kinds of problems, among which it is worth highlighting the following:
- poor quality Wi-Fi;
- lack of public spaces;
- problems with the heating system;
- inconvenience of the work schedule;
- lack or lack of seats Catering and many others.
A number of such problems can be solved at the preparatory stage for an independent assessment of the quality, for example, when observing poor quality Wi-Fi, you can simply change the operator, and the repair of toilets can be carried out using the money earned for this.
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 available to consumers. The founder has one month to get acquainted with the information provided.
Having considered the results obtained, the founder is developing recommendations for improving the quality of services to consumers and submits them to the head of the institution. After reviewing the recommendations of the founder, the institution should draw up a further action plan, as a result of which it can increase efficiency. The developed plan is also posted on the official website of this organization.
If the subsequent NOC is implemented, the implementation of this plan will become another criterion for assessing the quality of the 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 effectiveness of the institution's work, as a rule, manifests itself not in the initial result, but in the dynamics of changes in the level of satisfaction of the institution's visitors. Therefore, in the action plan aimed at improving the quality of the organization's activities, it is possible to include activities that meet specific criteria, for example:
|
Criterion |
Quality improvement measures |
|---|---|
|
Eliminate the institution's non-compliance 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 persons with disabilities |
|
Establish benefits (not related to the provision of preferential or free visits to the institution) for the purchase of tickets on an extraordinary basis by certain categories of citizens in accordance with the local acts of the institution |
|
Conduct explanatory work with employees Material checked by experts Aktion Kultura |
conducting an independent assessment of the quality of work of state (municipal) institutions that provide 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 dated November 20, 2015, in order to form an independent system assessing the quality of work of state (municipal) institutions providing social services in the field of culture on the territory of the Omsk region (hereinafter referred to as an independent quality assessment).
1.2. An independent assessment of the quality of the provision of services by cultural institutions is a form of public control and is carried out in order to provide citizens with information on the quality of the provision of services by cultural institutions, as well as to improve the quality of their activities.
1.3. This Procedure determines the methodology for conducting an independent quality assessment, criteria and indicators for an independent quality assessment, and a methodology for calculating them.
1.4. The procedure provides for an independent quality assessment with the participation and based on the opinion of citizens - consumers of services of state (municipal) institutions providing social services in the field of culture, representatives public organizations, professional communities, mass 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 the provision of services by cultural institutions is not carried out in relation to the creation, execution and interpretation of works of literature and art.
1.7. The organization of an independent quality assessment in relation to state 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 municipalities of the Omsk region (hereinafter referred to as the Administration of the municipal formation).
1.8. Control over the conduct of an independent assessment of the quality of state institutions is carried out by the Public Council for Culture under the Ministry (hereinafter - the Public Council). Control over the conduct of an 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;
They form proposals for the development of technical specifications for the operator, take part in the consideration of draft documentation for the procurement of works, services, as well as draft state, municipal contracts concluded by the Ministry (Administration of the municipal formation) with the operator;
Establish, if necessary, additional criteria for assessing the quality of the provision of services by cultural institutions;
Carry out an independent assessment of the quality of the provision of services by cultural institutions, taking into account the information provided by the operator;
Submit to the Ministry (Administration of the municipal formation) the results of an independent assessment of the quality of services provided by cultural institutions, as well as proposals to improve the quality of their activities.
1.10. The Ministry (Administration of the municipality) ensures the implementation of procedures to determine the institution that collects, summarizes and analyzes information on the quality of the provision of services 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 the conclusion of the state (municipal) contract, a decision is made to determine the operator responsible for conducting an independent assessment of the quality of the provision of services.
1.11. The operator may be an organization that, in accordance with the legislation of the Russian Federation on placing orders for state and municipal needs, a state (municipal) contract for the performance of work on the collection, synthesis and analysis of information on the quality of services provided by cultural institutions. The collection of information is carried out 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, considers the information received on the results of an independent assessment of the quality of the provision of services and takes it into account when developing measures to improve the activities of cultural institutions.
1.13. State (municipal) cultural institutions, on the basis of proposals for improving 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 (Administration of the municipality) 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 the provision of services by cultural institutions is sent by the Ministry (Administration of the municipality) to the automated information system developed by the Ministry of Culture of the Russian Federation.
II. Methodology for conducting an independent quality assessment
2.1. An independent assessment of the quality of a state (municipal) institution is carried out according to the types of cultural institutions. In relation to the same institutions, it is held no more often than once a year and not less than once every three years.
Frequency of independent quality assessment state institution established by the decision of the Public Council in agreement with the Ministry. The frequency of an 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 municipal formation.
2.2. Annually list:
State institutions subject to independent quality assessment in the current year are proposed by the Ministry and approved by the decision of the Public Council;
Municipal institutions subject to independent quality assessment in the current year are proposed by the Administration of the municipality and approved by the decision of the Control Body.
2.3. The collection of information for 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 on 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 the provision of services 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 the state (municipal) institution is evaluated according to the criteria and indicators of the quality of the work of the state (municipal) institution specified in Section III of the current Procedure.
2.5. The Public Council (Control Body) reviews the information provided by the operator on the quality of the provision of services by cultural institutions. Based on the results of the analysis and discussion of the information received from the operator on the quality of the provision of services, the Public Council (Control Body) approves the results of an independent assessment. Based on the results of the independent assessment, the Public Council (Control Body) submits proposals for improving the quality of the activities of cultural institutions (for each cultural institution separately).
The results of an independent assessment and proposals for improving the quality of the activities of cultural institutions, approved by the Public Council (Control Body), are sent to the Ministry (Administration of the municipality).
III. Criteria and indicators for an 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, the required number of collected questionnaires is determined for each group (Table 1):
Table 1
3.2. Indicators formed on the basis of studying the opinions of service recipients (table 2):
table 2
Index | unit of measurement | Group of institutions |
Openness and accessibility of information about a cultural institution | ||
Informing about upcoming exhibitions and expositions of the cultural institution. Virtual tours of a cultural institution | from 0 to 5 points | |
Informing about upcoming performances and productions | from 0 to 7 points | |
Informing about new events | from 0 to 7 points | cultural and leisure facilities |
The level of comfort of staying in a cultural institution (seating, cloakroom, cleanliness of premises) | from 0 to 5 points | all cultural institutions |
Availability of additional services of a cultural institution (catering facilities, interactive games, theatrical events, audio guides) | from 0 to 8 points | museums, theaters |
The cost of additional services (photocopying, ordering a book in 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 cultural institutions | from 0 to 5 points | all cultural institutions |
Convenience of using electronic services provided by the institution to visitors (including with the help of mobile devices) | from 0 to 5 points | all cultural institutions |
The quality and content of printing materials of cultural institutions (programs, booklets, flyers) | from 0 to 9 points | |
Service waiting time | ||
Convenient working hours of a cultural institution | from 0 to 7 points | all cultural institutions |
Convenience of the procedure for buying (booking) 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 |
|
The comfort of the terms of service provision and the availability of their receipt | ||
from 0 to 5 points | all cultural institutions |
|
Preservation of the ability to navigate the site when the graphic elements of the site design, site map are disabled. Time of availability of information, taking into account interruptions in the work of the site. Availability of an independent system for recording site visits. Disclosure of information of an independent system for recording site visits. The presence of a built-in contextual search system on the site. Free, availability of information on the site. No violations of display, formatting or other defects in information on the site. Date and time of information posting. | from 0 to 5 points | all cultural institutions |
from 0 to 5 points | all cultural institutions |
|
Benevolence, politeness, competence of employees of a cultural institution | ||
Surnames, names, patronymics, positions of the leadership of the cultural institution, its structural units and branches (if any), mode, work schedule; contact phones, e-mail addresses, a 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 | ||
from 0 to 6 points | all cultural institutions |
The indicators of 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 for an independent assessment of the quality of service provision
cultural institutions
1. An independent assessment of the quality of the provision of services by cultural institutions provides for an assessment of the conditions for the provision of services according to such general criteria as openness and accessibility of information about a cultural institution; the comfort of the conditions for the provision of services and the availability of their receipt; the waiting time for the provision of the service; benevolence, politeness, competence of employees of a cultural institution; satisfaction with the quality of services.
The calculation of the numerical values of indicators is carried out in two directions, corresponding to the assessment methods specified in the guidelines: the level of openness and accessibility of information, the level of satisfaction with the quality of services.
An independent assessment of the quality of service delivery 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 services provided by the i-th cultural institution (No. i) is determined by the formula:
The level of openness and accessibility of information for the i-th cultural institution;
The level of satisfaction with the quality of services provided 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 - the degree of search accessibility of the k-th information object posted on the official website of the i-th cultural institution;
Zik - 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, a sitemap, 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 evaluation values is established for the information object:
"1" - the information object was found on the official website by sequential clicking on the hyperlinks, starting from the main page of the 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 hits 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 assignment for the current financial year;
Information on the fulfillment of the state task for the reporting financial year;
Information about the plan of financial and economic activities for the current year;
Annual information accounting statements for the reporting financial year;
Information about the results of activities and the use of property;
Information on 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 - the degree of search accessibility of the s-th information object of the i-th cultural institution, posted on the official website www. ;
Zis - 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 Procedure).
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 participating in the calculations, it is advisable to carry out using an automated system that significantly reduces the complexity of the assessment.
4. The level of satisfaction with the quality of services rendered 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 services provided 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 services provided by the i-th cultural institution;
J is the number of criteria for assessing satisfaction with the quality of services provided by the i-th cultural institution;
mijp is an assessment of satisfaction with the quality of services provided 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 the provision of services by cultural organizations, as well as ranges of values (indicators characterizing the relevant criteria) are determined in accordance with the List of indicators characterizing general criteria for assessing the quality of services provided by cultural organizations (order of the Ministry of Culture of the Russian Federation "On the approval of indicators characterizing general criteria for assessing the quality of the provision of services by cultural organizations ").
Significance
information objects to assess the level of openness
and the availability of information of a cultural institution
Information object - 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.
Item of order No. 000 | Indicator name | Information object name (requirements) | Significance, score |
|
Full and abbreviated name of the cultural institution, location, postal address, directions, e-mail 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 | |||
Postal address, layout of the cultural institution, location map | ||||
E-mail address | ||||
The structure of a cultural institution | ||||
Information about the founder, constituent documents of the cultural institution | ||||
Information on the fulfillment of the state / municipal task, a report on the results of the activities of the cultural institution | General information about the institution; | |||
Information about the state assignment for the current financial year; | ||||
Information on the fulfillment of the state task for the reporting financial year; | ||||
Information about the plan of financial and economic activities for the current year; | ||||
Information on the annual accounting statements for the reporting financial year; | ||||
Information about the results of activities and the use of property; | ||||
Information on control activities and their results for the reporting financial year. | ||||
List of services provided by the 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. Service cost. Granting the preemptive right to use the services of an institution | Enumeration of the services rendered by the 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. | ||||
The cost of the services provided. | ||||
Granting the preemptive right to use the services of an institution | ||||
Preservation of the ability to navigate the site when the graphic elements of the site design, site map are disabled. Time of availability of information, taking into account interruptions in the work of the site. Availability of an independent system for recording site visits. Disclosure of information of an independent system for recording site visits. The presence of a built-in contextual search system on the site. Free, availability of information on the site. No violations of display, formatting or other defects in information on the site. Date and time of information posting. Access to the section "Independent assessment of the quality of service provision" must be provided in no more than 2 transitions on the site using the navigation menu | Preservation of the ability to navigate the site when the graphic elements of the site design are disabled, sitemap | |||
Time of availability of information, taking into account interruptions in the work of the site | ||||
Availability of an independent system for recording site visits. | ||||
Disclosure of information of an independent system for recording site visits | ||||
The presence of a built-in contextual search system on the site | ||||
Free, availability of information | ||||
No display abnormalities, formatting, or other defects | ||||
Date and time of information posting | ||||
Access to the section "Independent assessment of the quality of service provision" must be provided in no more than 2 transitions on the site using the navigation menu | ||||
Availability of electronic tickets / availability of electronic booking of tickets / availability of an electronic queue / availability of electronic catalogs / availability electronic documents available to receive | Cultural institution e-ticket / electronic catalog / | |||
On-line registration / possibility of booking tickets / electronic documents | ||||
Electronic queue / electronic registration at the institution | ||||
Virtual tours of a cultural institution | ||||
Surnames, names, patronymics, positions of the management staff of the cultural institution, its structural divisions and branches (if any), mode, work schedule; contact phones, e-mail addresses, a 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 the cultural institution | |||
Composition of employees, surnames, first names, patronymics, positions of the management staff of a cultural institution | ||||
Mode, work schedule of a cultural institution | ||||
Information service telephone, telephone of the head of the cultural institution (reception) | ||||
Section for sending proposals to improve the quality of the institution's services | ||||
Online consultant of a cultural institution (instant messaging system and interactive communication with a representative of a cultural institution) | ||||
The procedure for assessing the quality of the institution's work on the basis of certain criteria for the effectiveness of the institution's work, approved by the authorized federal executive body; the results of an independent assessment of the quality of services provided by cultural institutions, as well as proposals for improving the quality of their activities; plan to improve the quality of the institution | ||||
Independent Evaluation Notices | ||||
The 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 |
MINISTRY OF CULTURE OF THE RUSSIAN FEDERATION
In accordance with article 36.1 of the Law of the Russian Federation of October 9, 1992 N 3612-1 "Fundamentals of the legislation of the Russian Federation on culture" (Bulletin of the Congress of People's Deputies of the Russian Federation and the Supreme Soviet of the Russian Federation, 1992, N 46, Article 2615; Collected Legislation Russian Federation, 1999, No. 26, article 3172; 2001, No. 1, article 2; No. 53, article 5030; 2002, No. 52, article 5132; 2003, No. 52, article 5038; 2004, No. 35 , article 3607; 2006, No. 1, article 10; No. 45, article 4627; 2007, No. 1, article 21; 2008, No. 30, article 3616; 2009, No. 52, article 6411; 2010, 19, Article 2291; 2013, No. 17, Article 2030; No. 27, Article 3477, No. 40, Article 5035; 2014, No. 19, Article 2307; No. 30, Article 4217; Article 4257; 49, Art 6928; 2015, N 48, Art 6723; 2017, N 31, Art 4754; Art 4783; N 50, Art 7563)
I order:
1. To approve indicators characterizing general criteria for assessing the quality of conditions for the provision of services by cultural organizations in accordance with the appendix to this order.
2. To recognize as invalid the order of the Ministry of Culture of the Russian Federation of November 22, 2016 N 2542 "On the approval of indicators characterizing the general criteria for assessing the quality of the provision of services by cultural organizations" (registered by the Ministry of Justice of the Russian Federation on December 2, 2016, registration number 44542).
3. Send this order to state registration to the Ministry of Justice of the Russian Federation.
4. Control over the execution of this order shall be entrusted to the State Secretary - Deputy Minister of Culture of the Russian Federation A.V. Zhuravsky.
Acting Minister
V.V. Aristarkhov
Registered
at the Ministry of Justice
Russian Federation
registration N 51132
Application. Indicators characterizing general criteria for assessing the quality of the conditions for the provision of services by cultural organizations
Application
to the order of the Ministry of Culture of Russia
Index | Maximum value | Significance of the indicator | The value of the indicator, taking into account its significance |
|
Criterion "Openness and accessibility of information about the organization of culture" |
||||
Compliance of information on the activities of the organization posted on publicly available information resources, the list of information and the requirements for it, established by regulatory legal acts: At information stands in the organization's premises, On the official website of the organization in the information and telecommunications network "Internet". | 100 points | |||
________________ Order of the Ministry of Culture of Russia dated February 20, 2015 N 277 "On approval of 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 government bodies and cultural organizations in the network" Internet "(registered with the Ministry of Justice of the Russian Federation on May 8, 2015, registration number 37187). |
||||
Providing on the official website of the organization for the availability and functioning of remote methods of feedback and interaction with service recipients: Phone, Email, Electronic services (a form for submitting an electronic appeal / complaint / proposal; section "Frequently Asked Questions"; getting advice on the services provided, etc.); Ensuring the technical ability of the recipient of services to express an opinion on the quality of the provision of services (availability of a questionnaire for polling citizens or a hyperlink to it) | 100 points | |||
The share of service recipients who are satisfied with the openness, completeness and accessibility of information about the activities of the organization, posted on information stands, on the website in the information and telecommunications network "Internet" (in% of the total number of surveyed service recipients) | 100 points | |||
100 points |
||||
Criterion "Comfort of the terms of service" |
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Ensuring comfortable conditions in the organization for the provision of services: The presence of a comfortable seating area (waiting); Availability and clarity of navigation within the organization; Drinking water availability; Availability and accessibility of sanitary and hygienic facilities (cleanliness of premises, availability of soap, water, toilet paper, etc.); The sanitary condition of the premises of organizations; Possibility of booking a service / availability of an appointment to receive a service (by phone, using the "Internet" on the official website of the organization, during a personal visit, etc.) | 100 points | |||
Service waiting time | This indicator is not used to assess cultural organizations |
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Share of service recipients who are satisfied with the comfort of the terms of service provision (% of the total number of service recipients surveyed) | 100 points | |||
100 points |
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Criterion "Accessibility of services for people with disabilities" |
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Equipment of the territory adjacent to the organization and its premises, taking into account the accessibility for the disabled: Equipment of entrance groups with ramps / lifting platforms; Dedicated parking for disabled vehicles; Availability of adapted lifts, handrails, widened doorways; Availability of removable wheelchairs; Availability of specially equipped sanitary and hygienic facilities in the organization | 100 points | |||
________________ This indicator does not apply to cultural organizations located in cultural heritage sites. If a cultural organization is located in a cultural heritage object, the indicators provided for by paragraph 8 of the Order of the Ministry of Culture of Russia dated November 20, 2015 N 2834 (registered with the Ministry of Justice of the Russian Federation on December 10, 2015, registration number 40073) are applied. |
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Ensuring accessibility conditions in the organization that allow people with disabilities to receive services on an equal basis with others, including: Duplication of sound and visual information for the visually and hearing impaired; Duplication of inscriptions, signs and other text and graphic information with signs made in relief-point braille; Possibility of providing people with hearing impairments (hearing and sight) with the services of a sign language interpreter (tiflosurd interpreter); Availability of an alternative version of the organization's official website on the Internet for the visually impaired; Assistance provided by employees of the organization who have undergone the necessary training (instruction) (the possibility of being accompanied by employees of the organization); Availability of the possibility of providing services remotely or at home | 100 points | |||
Share of service recipients who are satisfied with the availability of services for people with disabilities (% of the total number of service recipients surveyed - people with disabilities) | 100 points | |||
100 points |
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Criterion "Benevolence, politeness of employees of the organization" article 36.1 of the Law of the Russian Federation of October 9, 1992 N 3612-1. |
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The share of service recipients who are satisfied with the benevolence, politeness of the organization's employees, who provide initial contact and inform the recipient of the service (information desk workers, cashiers, etc.) when directly contacting the organization (in% of the total number of surveyed service recipients) | 100 points | |||
The share of service recipients who are satisfied with the benevolence and politeness of the organization's employees who provide direct service when contacting the organization (in% of the total number of surveyed service recipients) | 100 points | |||
The share of service recipients who are satisfied with the goodwill and politeness of the organization's employees when using remote forms of interaction (by phone, by e-mail, using electronic services (submitting an electronic appeal / complaints / suggestions, registering for a service, receiving advice on the services provided, etc.) ) (in% of the total number of surveyed service recipients) | 100 points | |||
100 points |
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Criterion "Satisfaction with the terms of service" article 36.1 of the Law of the Russian Federation of October 9, 1992 N 3612-1. |
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100 points | ||||
Share of service recipients satisfied with the organization's work schedule (% of the total number of service recipients surveyed) | 100 points | |||
The share of service recipients who are generally satisfied with the terms of service provision in the organization (in% of the total number of surveyed service recipients) | 100 points | |||
100 points |
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Sources and methods of collecting information on the quality of the conditions for the provision of services in accordance with the established indicators:
Analysis of regulatory legal acts on the activities of the organization and the procedure for the provision of services in the field of culture;
Observation, test purchase, visit to the organization;
Survey of service recipients.
Electronic text of the document
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. To recognize as invalid the order of the Ministry of Culture of Russia dated November 20, 2015 No. 2830 "On the approval of methodological recommendations for conducting an independent assessment of the quality of the provision of services by cultural organizations."
3. Control over the execution of this order shall be entrusted to the Deputy Minister of Culture of the Russian Federation S.G. The cliff.
| The minister | V.R. Medinsky |
Methodological recommendations for conducting an independent assessment of the quality of service delivery 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 advisory in 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 the provision of services 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 of 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 government bodies and cultural organizations in the Internet (registered by the Ministry of Justice of Russia on 08.05.2015 registration No. 37187);
Order of the Ministry of Culture of the Russian Federation of November 22, 2016 No. 2542 "On the approval of indicators characterizing the general criteria for assessing the quality of the provision of services by cultural organizations" (registered by the Ministry of Justice of Russia on 02.12.2016 registration No. 44542) (hereinafter - Order of the Ministry of Culture of Russia No. 2542).
2. Conducting an independent assessment of the quality of the provision of services by cultural organizations
2.1. The Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local self-government bodies 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 for conducting an independent assessment of the quality of services provided by organizations culture and approve regulations on them or entrust the functions of conducting an independent assessment of the quality of the provision of services 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 No. 471 dated February 26, 2016, the Public Council for an independent assessment of the quality of services by cultural organizations under the Ministry of Culture of the Russian 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 the provision of services by cultural organizations, it is recommended that the state authorities of the constituent entities of the Russian Federation, local self-government bodies form information about cultural organizations located on the territory of the constituent entity of the Russian Federation, the municipality, and send it to the appropriate public council.
At the same time, if local self-government bodies have not formed public councils for an independent assessment of the quality of the provision of services by cultural organizations, 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 constituent entity. Russian Federation.
Public councils formed by the state authorities of the constituent entities of the Russian Federation, local self-government bodies, taking into account the need to conduct an independent assessment of the quality of the provision of services by cultural organizations in relation to each cultural organization, no more than once a year and at least 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 is carried out in the current year. This list posted on the official websites of government bodies of the constituent entities of the Russian Federation, local government bodies.
2.4. It is recommended to collect, summarize and analyze information on the quality of the provision of services by cultural organizations in two directions:
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 the provision of services by cultural organizations, the Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local self-government bodies, cultural organizations post on their official websites a questionnaire to assess the quality of services provided by cultural organizations (hereinafter - the questionnaire ) in an interactive form.
2.6. When studying the opinions of recipients, it is advisable to use the following main channels of information services:
1) Internet channel. Survey of service recipients by filling out an interactive questionnaire in the information and telecommunication network "Internet";
2) Personal survey (sociological research).
Interviewing service recipients orally followed by entering data into a questionnaire or filling out a paper questionnaire by the service recipient;
3) Poll by phone.
Interrogation of recipients of services of cultural organizations via telephone channels orally with the subsequent entry of data into the questionnaire;
4) Terminal in the organization of culture.
Survey of service recipients by filling out a questionnaire in an interactive form through the terminal;
5) Email.
Survey of service recipients by sending an e-mail with a questionnaire form to be filled by the service recipient and then sending the completed questionnaire by e-mail.
To increase the reliability of the estimates obtained, it is recommended to use the largest number of information collection channels.
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 to divide all cultural organizations into 3 categories depending on the number of service recipients and for each cultural organization to determine the required number of collected questionnaires:
Thus, in order to study the opinions of service recipients about 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 provided on the official website of the cultural organization, and based on the results of the data obtained by studying the opinions of service recipients, the values of indicators characterizing the general criteria for assessing the quality of the provision of services by cultural organizations approved by order of the Ministry of Culture of Russia No. 2542 are calculated.
2.9. Public councils, based on the results of an independent assessment of the quality of services provided by cultural organizations, formulate 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 self-government bodies, within a month, consider the information received on the results of an independent assessment of the quality of the provision of services 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 the provision of services 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. 116n "On the composition information on the results of an independent assessment of the quality of educational activities of organizations that carry out educational activities, the provision of services by cultural organizations, social service, 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.
Application
To
to conduct an independent evaluation
quality of service
cultural organizations
Sample options for questions to be included in the questionnaire for assessing the quality of service delivery by cultural organizations
1. AVAILABILITY AND RELEVANCE OF INFORMATION ABOUT THE ACTIVITIES OF THE ORGANIZATION OF CULTURE LOCATED ON THE TERRITORY OF THE ORGANIZATION
1. Great, I'm happy with everything
2. Overall good
4. Bad, many flaws
2. COMFORTABILITY OF THE CONDITIONS OF STAY IN THE ORGANIZATION OF CULTURE
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory, minor flaws
4. Bad, many flaws
5. Unsatisfactory, completely dissatisfied
3. ADDITIONAL SERVICES AND AVAILABILITY OF THEM
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory, minor flaws
4. Bad, many flaws
5. Unsatisfactory, completely dissatisfied
4. EASY TO USE THE ELECTRONIC SERVICES PROVIDED BY THE CULTURE ORGANIZATION (INCLUDING VIA MOBILE DEVICES)
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory, minor flaws
4. Bad, many flaws
5. Unsatisfactory, completely dissatisfied
5. CONVENIENCE OF THE WORKING SCHEDULE OF THE CULTURE ORGANIZATION
1. Excellent, very convenient
2. Overall good
3. Satisfactory, minor flaws
4. Bad, many flaws
5. Absolutely not convenient
6. AVAILABILITY OF SERVICES FOR DISABLED PERSONS
6.1. Providing opportunities for people with disabilities to board and disembark from a vehicle before entering a culture 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 through the territory of the organization
6.4. Competence of staff work with disabled visitors
6.5. Placement of information necessary to ensure unimpeded access for disabled people to an institution and services (duplication of sound and visual information necessary for obtaining a service, as well as inscriptions, signs and other text and graphic information with signs made in relief-point braille and on a contrasting background)
7. COMPLIANCE WITH THE REGIME OF WORK BY THE ORGANIZATION OF CULTURE
1. Great, I'm happy with everything
2. Overall good
4. Bad, many violations
5. Unsatisfactory, not observed at all
8. COMPLIANCE WITH THE ESTABLISHED (STATED) TERMS OF PROVISION OF SERVICES BY THE ORGANIZATION OF CULTURE
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory, minor violations
4. Bad, many violations
5. Unsatisfactory, not observed at all
9. GOOD WILL AND COURTENESS OF THE STAFF OF THE CULTURE ORGANIZATION
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory
5. Unsatisfactory
10. COMPETENCE OF THE STAFF OF THE ORGANIZATION OF CULTURE
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory
5. Unsatisfactory
11. SATISFACTION WITH THE QUALITY OF SERVICE PROVIDING BY THE ORGANIZATION OF CULTURE IN GENERAL
1. Great, I'm happy with everything
2. Overall good
3. Satisfactory, minor flaws
4. Bad, many flaws
5. Unsatisfactory, completely dissatisfied
Document overview
In particular, the indicators introduced in 2016 by the order of the Ministry of Culture of Russia were taken into account, which characterize the general criteria for such an assessment.
It is recommended to obtain information on the quality of the provision of services by evaluating the information posted on the official website of the cultural organization, as well as by studying the opinions of the recipients of the services. The approximate variants of questions for inclusion in the questionnaire for conducting a sociological research are given. The questionnaire can be filled out in an interactive form on the Internet, through the terminal in the organization of culture. It is also sent by email. A personal survey or a telephone survey is possible.
The results of an independent assessment of the quality of the provision of services 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 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 on 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 availability of information about the organization of culture; comfortable conditions for the provision of services; benevolence, 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 involved in the creation, performance, display and interpretation of works of literature and art provides for an assessment of the conditions for the provision of services according to such general criteria as the 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 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 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:
The Public Chamber of the Russian Federation at the request of the federal executive body performing functions for the development and implementation of state policy and legal regulation in the field of culture (hereinafter - the authorized federal body executive authority), no later than within a month from the date of receipt of the specified appeal, forms from among representatives of all-Russian public organizations created to protect the rights and interests of citizens, all-Russian public associations of disabled people, a public council for an independent assessment of the quality of conditions for the provision of services by cultural organizations, the founder 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 Public Chamber of the Russian Federation informs the authorized federal executive body of 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, 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 executive body with a preliminary discussion at the specified public council;
public chambers of the constituent entities of the Russian Federation, at the request of state authorities of the constituent entities of the Russian Federation, no later than within one month from the date of receipt of the said appeal, form from among representatives of public organizations created to protect the rights and interests of citizens, public associations of disabled people, public councils for conducting an independent quality assessment 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 constituent entities of the Russian Federation, municipal formations (with the exception of municipal cultural organizations, in respect of which an independent assessment is carried out by public councils created under local government bodies), as well as non-governmental organizations cultures that provide services in the field of culture at the expense of the corresponding budget of the budgetary system of the Russian Federation, and approve their composition. The 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 for conducting 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 self-government bodies of municipal districts and urban 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 for conducting an independent assessment of the quality of 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 authorities about the composition of public councils created under these bodies for conducting an independent assessment of the quality of the conditions for the provision of services by cultural organizations.
(see text in previous edition)
The 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 - the public council for an independent assessment of quality) is approved for a period of three years. When forming a public council for an 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 self-government bodies, public associations operating in the field of culture, as well as heads (their deputies) and employees of organizations operating in this area. 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 may not 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 state authority, the local government body under which it was created, in the information and telecommunications network "Internet" (hereinafter - the "Internet" network) on the official website of the respectively authorized federal executive body , an executive body 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 body under which the said public council was established.
(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 an independent assessment of quality no more than once a year and at least once every three years in relation to the same organization.
(see text in previous edition)
Community 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 self-government bodies with an organization that collects and summarizes information on the quality of conditions for the provision services by 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 self-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 to improve 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 contract system in the field of procurement of goods, works, services to meet state and municipal needs. The authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local self-government bodies, based on the results of the conclusion of state, municipal contracts, draw up a decision on determining the operator responsible for collecting and summarizing information on the quality of the conditions for the provision of services by cultural organizations, and, if necessary, provide the operator with a 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).
(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, respectively, by the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local self-government bodies shall be subject to mandatory consideration by the said bodies within one month from the date of its receipt and are taken into account by them when developing measures for improving the activities of cultural organizations and assessing the activities of their leaders.
