The concept and legal nature of monitoring the quality of provision of administrative services

The article is devoted to the study of the concept and legal nature of monitoring the quality of the provision of administrative services in Ukraine in the context of the formation of a service-oriented state model and the implementation of the principles of good governance. The relevance of the topic is determined by the growing importance of the quality of administrative services as a criterion for assessing the effectiveness of public administration, the level of public trust in public authorities, and an indicator of the implementation of a human-centered approach in public governance. Monitoring the quality of administrative services acquires particular significance in the context of the digitalization of public services, the development of a network of administrative service centers, and the introduction of electronic administrative services. The purpose of the research is to clarify the concept and legal nature of monitoring the quality of the provision of administrative services in Ukraine. The article analyzes approaches to understanding the quality of administrative services as a legal category and substantiates its importance for ensuring the rights and legitimate interests of recipients of administrative services. The content of monitoring is revealed as a special form of activity of public administration entities that has a systemic, information-analytical, and preventive character, and its distinction from control and supervision in the field of public administration is substantiated. The scientific novelty of the obtained results lies in substantiating the monitoring of the quality of administrative services as an independent administrative and legal phenomenon that cannot be reduced to traditional control mechanisms, as well as in identifying the specific features of its legal nature within the system of public governance. The practical significance of the research results consists in the possibility of their application in improving the regulatory framework governing the monitoring of the quality of administrative services, in the activities of executive authorities, local self-government bodies, and administrative service centers, as well as in the development of local regulations and methodologies for assessing the quality of administrative services and in the educational process when teaching administrative law–related disciplines.