Independent assessment of quality in culture. Independent assessment of the quality of services in culture. Application. Indicators characterizing the general criteria for assessing the quality of the conditions for the provision of services by cultural organizations

In order to implement Article 36.1 of the Law Russian Federation dated October 9, 1992 No. 3612-1 “Fundamentals of the legislation of the Russian Federation on culture” I order:

2. Recognize the order of the Ministry of Culture of Russia dated November 20, 2015 No. 2830 “On approval of methodological recommendations for conducting an independent assessment of the quality of services provided by cultural organizations” as invalid.

3. Control over the implementation of this order is entrusted to the Deputy Minister of Culture of the Russian Federation S.G. Obryvalina.

Minister

V.R. Medinsky

Methodological recommendations for conducting an independent assessment of the quality of services provided by cultural organizations

These Methodological Recommendations were developed 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” 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 independent assessment of the quality of services provided by cultural organizations is:

Law of the Russian Federation dated October 9, 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 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, bodies state power subjects of the Russian Federation, local government bodies and cultural organizations on the Internet (registered by the Ministry of Justice of Russia on May 8, 2015, registration No. 37187);

Order of the Ministry of Culture of the Russian Federation dated 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 referred to as Order of the Ministry of Culture of Russia No. 2542).

2. Conducting an independent assessment of the quality of service provision by cultural organizations

2.1. The Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local governments 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 conducting an independent assessment of the quality of service provision 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 conducting an independent assessment of the quality of service provision by cultural organizations under the Ministry of Culture of the Russian Federation The Federation carries out an independent assessment of the quality of service provision 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 constituent entities of the Russian Federation and local governments are recommended to generate information about cultural organizations located on the territory of a constituent entity of the Russian Federation or municipal entity and send it to the appropriate public council.

At the same time, if public councils for conducting an independent assessment of the quality of service provision by cultural organizations have not been formed by local government bodies, 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 to conduct 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 for which an independent assessment of the quality of service provision by cultural organizations is carried out in the current year. This list is posted on the official websites of government bodies of the constituent entities of the Russian Federation and local governments.

2.4. It is recommended to collect, summarize and analyze information about the quality of services provided by cultural organizations in two directions:

1) study and evaluation of information posted on the official website of the cultural organization on the Internet;

2) studying the opinions of service recipients.

2.5. In order to ensure the technical possibility for recipients of services to express opinions 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 government bodies, cultural organizations post on their official websites a questionnaire to assess the quality of services provided by cultural organizations (hereinafter referred to as the questionnaire ) in an interactive form.

2.6. When studying the opinions of recipients, it is advisable to use the following main channels of service information:

1) Internet channel. Surveying service recipients by filling out a questionnaire in an interactive form on the Internet;

2) Personal survey (sociological research).

Survey of service recipients in orally followed by entering the data into the questionnaire or filling out the questionnaire on paper by the recipient of the services;

3) Telephone survey.

Survey of recipients of services of cultural organizations via telephone communication channels orally, followed by entering data into a questionnaire;

4) Terminal in a cultural organization.

Surveying service recipients by filling out a questionnaire in an interactive form through the terminal;

5) Email.

Surveying service recipients by sending an email with a questionnaire form for the service recipient to fill out and then sending the completed questionnaire via email.

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 information presented on the official website of a cultural organization, and based on the results of data obtained from studying the opinions of service recipients, the values of indicators characterizing the general criteria for assessing the quality of service provision by cultural organizations, approved by Order No. 2542 of the Ministry of Culture of Russia, are calculated.

2.9. Based on the results of an independent assessment of the quality of services provided by cultural organizations, public councils formulate proposals for improving the quality of activities of cultural organizations.

The results of an independent assessment of the quality of service provision by cultural organizations and proposals for improving the quality of activities of cultural organizations are submitted by public councils, respectively, to the Ministry of Culture of the Russian Federation, government bodies of the constituent entities of the Russian Federation, and local government bodies.

2.10. The Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local governments, within a month, consider the information received on the results of an independent assessment of the quality of service provision 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 service provision 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 quality assessment educational activities organizations carrying out 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 on the Internet information and telecommunications network 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 assessment
quality of service provision
cultural organizations

Sample options for questions to be included in a questionnaire for assessing the quality of service provision by cultural organizations

1. AVAILABILITY AND RELEVANCE OF INFORMATION ABOUT THE ACTIVITIES OF A CULTURAL ORGANIZATION LOCATED ON THE TERRITORY OF THE ORGANIZATION

1. Excellent, everything suits me

2. Overall good

4. Bad, many shortcomings

2. COMFORTABLE STAY CONDITIONS IN THE CULTURAL ORGANIZATION

1. Excellent, everything suits me

2. Overall good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, not at all satisfied

3. ADDITIONAL SERVICES AND AVAILABILITY OF THEIR RECEIPT

1. Excellent, everything suits me

2. Overall good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, not at all satisfied

4. CONVENIENCE OF USE OF ELECTRONIC SERVICES PROVIDED BY THE CULTURAL ORGANIZATION (INCLUDING USING MOBILE DEVICES)

1. Excellent, everything suits me

2. Overall good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, not at all satisfied

5. CONVENIENCE OF THE CULTURAL ORGANIZATION’S WORK SCHEDULE

1. Excellent, very convenient

2. Overall good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Not at all convenient

6. ACCESSIBILITY OF SERVICES FOR PEOPLE WITH DISABILITIES

6.1. Providing opportunities for disabled people to get into and out of a vehicle before entering a cultural organization, including using a wheelchair

6.2. Equipping the organization with special devices for access for people with disabilities (equipment of entrance areas, sliding doors, adapted railings, accessible sanitary and hygienic premises, sound devices for the visually impaired, etc.)

6.3. Availability of accompanying personnel and the ability to move independently around the organization’s territory

6.4. Competence of staff working with disabled visitors

6.5. Placement of information necessary to ensure unimpeded access for people with disabilities to the institution and services (duplication of audio and visual information necessary to receive services, as well as inscriptions, signs and other text and graphic information with signs made in embossed dotted Braille and on a contrasting background)

7. COMPLIANCE WITH THE OPERATING MODE OF THE CULTURAL ORGANIZATION

1. Excellent, everything suits me

2. Overall good

4. Bad, many violations

5. Unsatisfactory, not complied with at all

8. COMPLIANCE WITH THE ESTABLISHED (STATED) DATES FOR PROVIDING SERVICES BY THE CULTURAL ORGANIZATION

1. Excellent, everything suits me

2. Overall good

3. Satisfactory, minor violations

4. Bad, many violations

5. Unsatisfactory, not complied with at all

9. KINDNESS AND POLITENESS OF THE STAFF OF THE CULTURAL ORGANIZATION

1. Excellent, everything suits me

2. Overall good

3. Satisfactory

5. Unsatisfactory

10. COMPETENCE OF PERSONNEL OF THE CULTURAL ORGANIZATION

1. Excellent, everything suits me

2. Overall good

3. Satisfactory

5. Unsatisfactory

11. SATISFACTION WITH THE QUALITY OF SERVICE PROVISION BY THE CULTURAL ORGANIZATION IN GENERAL

1. Excellent, everything suits me

2. Overall good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, not at all satisfied

Document overview

In particular, the indicators introduced in 2016 by order of the Russian Ministry of Culture were taken into account, characterizing the general criteria for such an assessment.

It is recommended to obtain information about the quality of service provision by assessing 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 a questionnaire for conducting sociological research are given. The questionnaire can be filled out in an interactive form on the Internet, through a terminal at a cultural organization. It is also sent by email. Personal or telephone interviews are possible.

The results of an independent assessment of the quality of service provision by cultural organizations are posted at www.bus.gov.ru, as well as on the official websites of the relevant authorities.

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 the purpose of independent quality assessment?

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.

↯ Attention! New samples are available for download: ,

Thanks to the NOC, the founder can draw objective conclusions regarding the mismanagement of the organization, which received the lowest rating, and the manager’s dishonest performance of his official duties.

On the list of cultural institutions in which independent quality assessment is carried out

There is a whole list of cultural organizations to which independent quality assessment can be applied. Today, this list includes cultural institutions owned by 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 a 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 when forming the Public Council. That is, in no case should the OS include employees of the institution in which an independent assessment of the quality of service provision by cultural organizations will be carried out.

On the functions of the founder in the implementation of the NOC

Preparation and conduct of an independent quality assessment must 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 serve as the operator for conducting NOC;
providing technical support for expressing opinions on the quality of services provided by cultural institutions and consumers;
preparation of procurement documentation and carrying out the procedure for determining the organization performing the role of operator.

As a rule, funding for the NOC is provided 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 financed by a municipal body or government agency that is authorized to identify suppliers for the customer.

Representatives of various cultural organizations, representatives of the press, municipal deputies, honored cultural figures, residents of the area in which the cultural institution operates, and many others can become members of the Public Council.

From the very beginning of its activities, the Public Council is obliged to begin creating lists that will include institutions subject to NOC, as well as develop evaluation criteria. Also, the responsibilities of members of the OS include participation in the procurement of operator services, the functions of which are performed by an organization that collects information about the quality of services provided by cultural institutions, its generalization and analysis.

In addition, OS members perform other functions, for example:

formulate proposals for the development of technical specifications for the operator;
carry out a quality assessment, taking into account information received from the operator;
provide the founder with the results of the audit and proposals regarding improving the quality of services provided by cultural institutions.

A mandatory condition for the work of the Public Council is the openness of information about its activities, which must be posted on the official website. This approach will help the head of the organization navigate the procedure for assessing the quality of work of institutions.

It is also worth noting that visits by members of the OS to a cultural institution are carried out secretly, 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 conclusion of an independent assessment of the quality of cultural institutions, the Public Council must provide information on the results of the quality assessment, as well as proposals regarding improving the efficiency of the institution. In addition, the OS must provide consumers with access to this information.

On the functions of the operating organization when conducting 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 institution’s services and provides it to the Public Council. In this case, the cultural institution is obliged to assist in the collection and processing of this information.

Methods for obtaining information must be specified in the terms of reference and the contract concluded with the founder, who has the right to make changes to it regarding methods of collecting and processing information. However, the operator has every right to independently choose the method of evaluating the information received.

Stages of independent quality assessment in cultural institutions

Independent assessment of the quality of services in a culture is carried out in stages. At the initial stage, the organization performing the role of operator collects and accumulates information about the provision of social services by cultural institutions, including services provided electronically. The information collected 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 forming proposals to improve the efficiency of providing services to consumers.

About NOC criteria and indicators

The criteria on the basis of which an independent quality assessment is carried out can be general or additional. Common criteria are: satisfaction of visitors to the institution with the quality of services provided; comfortable conditions for providing services, as well as their accessibility; possibility of access to information regarding cultural institutions and others. Additional criteria are usually established by the Public Council.

The developed criteria, which represent the basis for the formation of technical specifications for the operator, and the indicators for them must be enshrined in the minutes of the OS meeting and approved by order of the founder.

Measurability and objectivity of criteria and indicators are very important for the head of an institution. Great importance They are also for visitors who need to understand what aspect 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 are worth highlighting:

low Wi-Fi quality;
shortage of public spaces;
problems with the heating system;
inconvenient work schedule;
lack or shortage of public catering places and many others.

A number of similar problems can be solved at the preparatory stage for an independent quality assessment, for example, if poor Wi-Fi quality is observed, you can simply change the operator, and toilet repairs can be carried out using earned funds.

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 accessible to consumers. The founder is given one month to review the information provided.

Having considered the results obtained, the founder develops recommendations regarding improving the quality of services provided to consumers and provides them to the head of the institution. After reviewing the founder’s recommendations, the institution must draw up a further action plan that will result in increased efficiency. The developed plan is also posted on the official website of this organization.

In the event of a subsequent NOC, the implementation of this plan will become another criterion for assessing the quality of 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 efficiency of an 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	Measures to improve quality
Ensuring openness and accessibility of information about the institution	Eliminate non-compliance by the institution with legal requirements for posting information Post information about additional services (organization of hotlines, online consultations) Create (modernize) the institution’s website Conclude agreements on information cooperation with other organizations Distribute tickets and posters at enterprises, schools, institutes, and other organizations
Ensuring comfortable conditions and accessibility to services, including for citizens with disabilities	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 people with disabilities Participate in competitive events, the results of which provide funds for the material and technical equipment of institutions, or valuable prizes in the form of special equipment, furniture, musical instruments, etc. Provide additional paid services for the provision of musical instruments for use (for students at children's music schools), including on the premises of the institution Create schedules for club and educational activities, taking into account the opinions of the children’s legal representatives or the children and students themselves Send teachers (teachers) and other workers providing services to people with disabilities to improve their skills in relevant educational programs Conclude cooperation agreements with organizations representing the interests of certain groups of the population, including persons with disabilities Organize tours on the basis of rented (provided free of charge) sites of other organizations
Waiting time in line when receiving a service	Establish benefits (not related to the provision of preferential or free visits to the institution) for the extraordinary purchase of tickets by certain categories of citizens in accordance with the local acts of the institution Determine the standard time for servicing the recipient of the service at the ticket office Provide advice on the purchase of tickets and, if necessary, assistance in their acquisition by individual employees of the institution who do not perform the functions of a cashier Provide services for booking tickets and pre-registration for events Organize the sale of electronic tickets Inform about the approximate waiting times in line (for events involving a large number of visitors)
Friendliness, politeness and competence of the institution’s employees	Carry out explanatory work with employees Organize the consideration of complaints received from visitors in the manner prescribed by labor legislation Form performance indicators for key personnel directly interacting with visitors, taking into account the requirements of codes of professional ethics Organize advanced training for employees Develop a code of professional ethics Material verified by Aktion Culture experts

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” (Gazette of the Congress of People's Deputies of the Russian Federation and the Supreme Council of the Russian Federation, 1992, N 46, Art. 2615; Collection of Legislation Russian Federation, 1999, N 26, Art. 3172; 2001, N 1, Art. 2; N 53, Art. 5030; 2002, N 52, Art. 5132; 2003, N 52, Art. 5038; 2004, N 35 , Art. 3607; 2006, N 1, Art. 10; N 45, Art. 4627; 2007, N 1, Art. 21; 2008, N 30, Art. 3616; 2009, N 52, Art. 6411; 2010, N 19, art. 2291; 2013, N 17, art. 2030; N 27, art. 3477, N 40, art. 5035; 2014, N 19, art. 2307; N 30, art. 4217; art. 4257; N 49, Art. 6928; 2015, N 48, Art. 6723; 2017, N 31, Art. 4754; Art. 4783; N 50, Art. 7563)

I order:

1. Approve indicators characterizing the general criteria for assessing the quality of the conditions for the provision of services by cultural organizations in accordance with the appendix to this order.

2. Recognize the order of the Ministry of Culture of the Russian Federation of November 22, 2016 N 2542 “On approval of indicators characterizing the general criteria for assessing the quality of service provision by cultural organizations” (registered by the Ministry of Justice of the Russian Federation on December 2, 2016, registration number 44542) as invalid.

3. Send this order for state registration to the Ministry of Justice of the Russian Federation.

4. Control over the implementation of this order is entrusted to the Secretary of State - 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 the 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 cultural organizations"
	Compliance with information about the organization’s activities posted on publicly available information resources, list of information and requirements for it established by regulatory legal acts: At information stands on the premises of the organization, On the official website of the organization on the Internet information and telecommunications network.	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, government bodies of the constituent entities of the Russian Federation, local governments and cultural organizations on the Internet" Internet" (registered with the Ministry of Justice of the Russian Federation on May 8, 2015, registration number 37187).
	Ensuring the availability and functioning of remote methods on the official website of the organization feedback and interaction with service recipients: phone, Email, Electronic services (form for submitting an electronic appeal/complaint/suggestion; section “Frequently Asked Questions”; obtaining advice on services provided, etc.); Ensuring the technical ability of the recipient of services to express an opinion on the quality of service provision (the presence of a questionnaire for surveying 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 organization’s activities posted on information stands, on the website on the Internet information and telecommunications network (as a percentage of the total number of service recipients surveyed)	100 points
				100 points
	Criterion "Comfortable conditions for the provision of services"
	Ensuring comfortable conditions in the organization for the provision of services: Availability of a comfortable seating area (waiting); Availability and clarity of navigation within the organization; Availability of drinking water; 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 telephone, using the Internet on the official website of the organization, during a personal visit, etc.)	100 points
	Waiting time for service provision	This indicator is not used to evaluate cultural organizations
	Share of service recipients satisfied with the comfort of the conditions for providing services (in % of the total number of service recipients surveyed)	100 points
				100 points
	Criterion "Accessibility of services for people with disabilities"
	Equipment of the territory adjacent to the organization and its premises, taking into account accessibility for the disabled: Equipment of entrance groups with ramps/lifting platforms; Availability of dedicated parking for disabled vehicles; Availability of adapted elevators, handrails, widened doorways; Availability of replaceable wheelchairs; Availability of specially equipped sanitary and hygienic premises in the organization	100 points
________________ This indicator does not apply to cultural organizations located in facilities cultural heritage. If a cultural organization is located in a cultural heritage site, the indicators provided for in paragraph 8 of Order of the Ministry of Culture of Russia dated November 20, 2015 N 2834 are applied (registered with the Ministry of Justice of the Russian Federation on December 10, 2015, registration number 40073).
	Ensuring accessibility conditions in the organization that allow people with disabilities to receive services on an equal basis with others, including: Duplication of audio and visual information for people with hearing and vision disabilities; Duplication of inscriptions, signs and other text and graphic information with signs made in embossed dot Braille; Possibility of providing people with hearing impairments (hearing and vision) with the services of a sign language interpreter (sign language 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 completed the necessary training (instruction) (possibility of support by employees of the organization); Possibility of providing services remotely or at home	100 points
	Share of service recipients satisfied with the accessibility of services for people with disabilities (in % of the total number of service recipients surveyed - people with disabilities)	100 points
				100 points
	Criterion "Goodwill, politeness of the organization's employees" Article 36.1 of the Law of the Russian Federation of October 9, 1992 N 3612-1.
	The share of service recipients who are satisfied with the friendliness and politeness of the organization’s employees who provide primary contact and information to the service recipient (information desk workers, cashiers, etc.) when contacting the organization directly (as a percentage of the total number of service recipients surveyed)	100 points
	The share of service recipients who are satisfied with the friendliness and politeness of the organization’s employees who ensure the direct provision of services when contacting the organization (as a percentage of the total number of service recipients surveyed)	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 telephone, by e-mail, using electronic services (submitting electronic requests/complaints/suggestions, signing up for services, receiving advice on services provided, etc.) ) (% of the total number of service recipients surveyed)	100 points
				100 points
	Criterion "Satisfaction with the conditions of service provision" Article 36.1 of the Law of the Russian Federation of October 9, 1992 N 3612-1.
		100 points
	Share of service recipients satisfied with the organization’s work schedule (in % of the total number of service recipients surveyed)	100 points
	The share of service recipients who are generally satisfied with the conditions for the provision of services in the organization (in% of the total number of surveyed service recipients)	100 points
				100 points

Sources and methods of collecting information on the quality of conditions for the provision of services in accordance with 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, visiting the organization;

Survey of service recipients.

Electronic document text

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 about the quality of the conditions for the provision of services by cultural organizations, as well as in order to improve the quality of their activities.