Independent assessment of the quality of cultural institutions. The procedure for conducting an independent assessment of the quality of work of state (municipal) institutions providing social services in the field of culture. Application. Indicators characterizing the general evaluation criteria

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

3. To impose control over the execution of this order on the Deputy Minister of Culture of the Russian Federation S.G. Obrivalina.

Minister

V.R. Medinsky

Guidelines for an independent assessment of the quality of services provided by cultural organizations

These Methodological Recommendations were 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 services provided by cultural organizations is:

Law of the Russian Federation dated 09.10.1992 No. 3612-1 "Fundamentals of the Legislation of the Russian Federation on Culture";

Order of the Ministry of Culture of the Russian Federation dated February 20, 2015 No. 277 “On approval of the requirements for the content and form of providing information on the activities of cultural organizations posted on the official websites of the authorized federal executive body, state authorities of the constituent entities of the Russian Federation, local authorities and cultural organizations in Internet networks (registered by the Ministry of Justice of Russia on May 08, 2015, registration No. 37187);

Order of the Ministry of Culture of the Russian Federation of November 22, 2016 No. 2542 “On approval of indicators characterizing the general criteria for assessing the quality of services provided by cultural organizations” (registered by the Ministry of Justice of Russia on December 2, 2016, registration No. 44542) (hereinafter - Order of the Ministry of Culture of Russia No. 2542).

2. Conducting an independent assessment of the quality of services provided by cultural organizations

2.1. The Ministry of Culture of the Russian Federation, public authorities of the constituent entities of the Russian Federation, local authorities in accordance with Article 36.1 of the Law of the Russian Federation dated 09.10.1992 No. 3612-1 "Fundamentals of the Legislation of the Russian Federation on Culture" form public councils to conduct an independent assessment of the quality of services provided by organizations culture and approve regulations on them or assign the functions of conducting an independent assessment of the quality of 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 dated February 26, 2016 No. 471, the Public Council for an independent assessment of the quality of services provided by cultural organizations under the Ministry of Culture of the Russian Federation The Federation carries out an independent assessment of the quality of the provision of services by cultural organizations subordinate to the Ministry of Culture of the Russian Federation.

2.3. In order to create conditions for an independent assessment of the quality of the provision of services by cultural organizations, state authorities of the constituent entities of the Russian Federation, local governments are recommended to form information about cultural organizations located on the territory of a constituent entity of the Russian Federation, a municipality, and send it to the appropriate public council.

At the same time, if public councils for conducting an independent assessment of the quality of services provided by cultural organizations have not been formed by local governments, then information about cultural organizations located on the territory of the municipality is included by state authorities of the constituent entities of the Russian Federation in information about cultural organizations located on the territory of the subject Russian Federation.

Public councils formed by state authorities of the constituent entities of the Russian Federation, local authorities, taking into account the need for an independent assessment of the quality of services provided by cultural organizations in relation to each cultural organization no more than once a year and no less than once every three years, approve the list cultural organizations in respect of which an independent assessment of the quality of services provided by cultural organizations in the current year is carried out. This list is posted on the official websites of state authorities of the constituent entities of the Russian Federation, local governments.

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

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

2) studying the opinions of service recipients.

2.5. In order to ensure the technical possibility of expressing opinions by recipients of services on the quality of services provided by cultural organizations, the Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local governments, cultural organizations post on their official websites a questionnaire for assessing the quality of services provided by cultural organizations (hereinafter - the questionnaire ) interactively.

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

1) Internet channel. Survey of service recipients by filling out an interactive form in the information and telecommunications network "Internet";

2) Personal survey (sociological research).

Interviewing service recipients orally with subsequent entry of data into the questionnaire or filling out the questionnaire by the recipient of services on paper;

3) Poll by phone.

Survey of recipients of services of cultural organizations by channels telephone connection in oral form with the subsequent entry of data into the questionnaire;

4) Terminal in the organization of culture.

Survey of service recipients by filling out an interactive questionnaire through the terminal;

5) Email.

Polling service recipients by sending email with a questionnaire form to be filled out by the recipient of the service and the subsequent sending of the completed questionnaire by e-mail.

To increase the reliability of the estimates obtained, it is recommended to use the largest number of channels for collecting information.

2.7. To obtain an objective picture of the satisfaction of service recipients with the quality of services provided by cultural organizations, it is recommended that all cultural organizations be divided into 3 categories depending on the number of service recipients and for each cultural organization to determine the required number of questionnaires to be collected:

Thus, in order to study the opinions of service recipients on the quality of services provided by cultural organizations, it is necessary to determine the optimal combination for a particular institution, including the required number of questionnaires and the method of obtaining them.

2.8. Based on the analysis of the information presented on the official website of the cultural organization, and based on the results of the data obtained from the study of the opinions of the recipients of services, the calculation of 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, is carried out.

2.9. Public councils, based on the results of an independent assessment of the quality of services provided by cultural organizations, form proposals for improving the quality of activities of cultural organizations.

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

2.10. The Ministry of Culture of the Russian Federation, state authorities of the constituent entities of the Russian Federation, local authorities within a month consider the information received on the results of an independent assessment of the quality of services provided and take it into account when developing measures to improve the activities of cultural organizations.

2.11. The results of an independent assessment of the quality of services provided by cultural organizations are posted on the official website for posting information about state and municipal institutions on the Internet (www.bus.gov.ru) in accordance with the order of the Ministry of Finance of Russia dated July 22, 2015 No. information about the results of an independent quality assessment educational activities organizations engaged in educational activities, provision of services by cultural organizations, social 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
for an independent evaluation
service quality
cultural organizations

Sample options for questions to be included in the questionnaire for assessing the quality of services provided by cultural organizations

1. ACCESSIBILITY AND RELEVANCE OF INFORMATION ABOUT THE ACTIVITIES OF THE ORGANIZATION OF CULTURE PLACED ON THE TERRITORY OF THE ORGANIZATION

1. Excellent, everything suits

2. Generally good

4. Bad, many shortcomings

2. COMFORTABLE CONDITIONS OF STAY IN THE ORGANIZATION OF CULTURE

1. Excellent, everything suits

2. Generally good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, completely unsatisfactory

3. ADDITIONAL SERVICES AND THEIR AVAILABILITY

1. Excellent, everything suits

2. Generally good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, completely unsatisfactory

4. CONVENIENCE OF USING ELECTRONIC SERVICES PROVIDED BY THE ORGANIZATION OF CULTURE (INCLUDING WITH THE HELP OF MOBILE DEVICES)

1. Excellent, everything suits

2. Generally good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, completely unsatisfactory

5. CONVENIENCE OF THE WORK SCHEDULE OF THE ORGANIZATION OF CULTURE

1. Excellent, very comfortable

2. Generally good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Absolutely not comfortable

6. ACCESSIBILITY OF SERVICES FOR THE DISABLED

6.1. Providing facilities for disabled people to board vehicle and disembarkation from it before entering the cultural organization, including using a wheelchair

6.2. Equipping the organization with special devices for the access of the disabled (equipment of entrance areas, sliding doors, adapted railings, accessible sanitary facilities, sound devices for the visually impaired, etc.)

6.3. The presence of accompanying personnel and the possibility of independent movement around the territory of the organization

6.4. Competence of staff working with visitors with disabilities

6.5. Placement of information necessary to ensure unimpeded access of persons with disabilities to the institution and services (duplication of sound and visual information necessary for receiving the service, as well as inscriptions, signs and other textual and graphic information with signs made in Braille and on a contrasting background)

7. COMPLIANCE WITH THE MODE OF WORK BY THE ORGANIZATION OF CULTURE

1. Excellent, everything suits

2. Generally good

4. Bad, a lot of violations

5. Unsatisfactory, not observed at all

8. COMPLIANCE WITH THE ESTABLISHED (DECLARED) TERMS OF PROVISION OF SERVICES BY A CULTURAL ORGANIZATION

1. Excellent, everything suits

2. Generally good

3. Satisfactory, minor violations

4. Bad, a lot of violations

5. Unsatisfactory, not observed at all

9. BENEFICIENCY AND COURTESY OF THE STAFF OF THE CULTURAL ORGANIZATION

1. Excellent, everything suits

2. Generally good

3. Satisfactory

5. Unsatisfactory

10. COMPETENCE OF THE STAFF OF A CULTURAL ORGANIZATION

1. Excellent, everything suits

2. Generally good

3. Satisfactory

5. Unsatisfactory

11. SATISFACTION WITH THE QUALITY OF PROVIDING SERVICES BY THE ORGANIZATION OF CULTURE IN GENERAL

1. Excellent, everything suits

2. Generally good

3. Satisfactory, minor flaws

4. Bad, many shortcomings

5. Unsatisfactory, completely unsatisfactory

Document overview

In particular, indicators introduced in 2016 by the order of the Ministry of Culture of Russia, which characterize the general criteria for such an assessment, are taken into account.

Information on the quality of services is recommended to be obtained by evaluating the information posted on the official website of the cultural organization, as well as by studying the opinions of service recipients. Sample options for questions to be included in the questionnaire for conducting sociological research. The questionnaire can be filled out in an interactive form on the Internet, through the terminal in the cultural organization. It is also sent by email. A personal interview or a telephone survey is possible.

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

An independent assessment of the quality of services 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№256-FZ

What is an independent quality assessment for?

The main purpose of this form of control, which can be carried out no more than once a year and at least once every three years, is to provide consumers with information about the quality of services provided by a cultural institution and improve the quality of its activities.

However, it is worth noting that, as a rule, an independent quality assessment is performed only to assess the conditions for the provision of services, using generalized criteria. The results obtained during this audit are the basis for the formation of a rating of cultural institutions.

↯ Attention! New samples are available for download:,

Thanks to the NOC, the founder can draw objective conclusions regarding the improper management of the organization that received the lowest rating, and the unfair performance by the head of his official duties.

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

There is a whole list of cultural organizations to which an independent quality assessment can be applied. To date, this list includes cultural institutions that are in the foundation of the Russian Federation, constituent entities of the Russian Federation or state (municipal) institutions and unitary enterprises.

This suggests that the creation of the Public Council is one of the functions of the founder and the head of the cultural institution has no right to exert any influence on the formation of its composition or the procedure for actions.

It is also worth paying attention to such a nuance as an exception in the formation of the Public Council. That is, the composition of the OS in no case should include employees of an institution in which an independent assessment of the quality of services provided by cultural organizations will be carried out.

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

The preparation and conduct of an independent quality assessment should be carried out in a certain order, namely:

formation of a public council, approval of its Regulations and personnel;
determination of the organization that will act as the operator for the NQA;
providing technical support for the expression of opinions about the quality of services provided by the cultural institution, consumers;
preparation of procurement documentation and carrying out the procedure for determining the organization performing the role of the operator.

As a rule, the financing of the NOC is carried out from the budget of the founder. However, there are other ways, for example, if procurement is carried out centrally, then an independent assessment of the quality of services can be funded by a municipal authority or a government agency that is authorized to determine suppliers for the customer.

Members of the Public Council may be representatives various organizations spheres of culture, representatives of the press, municipal deputies, honored workers of culture, residents of the area on whose territory this cultural institution operates, and many others.

From the very beginning of its activity, the Public Council is obliged to take up the formation of lists, which will include institutions subject to the NOC, as well as develop evaluation criteria. Also, the duties of the members of the Board include participation in the procurement of services of the operator, whose functions are performed by the organization that collects information on the quality of services provided by cultural institutions, its generalization and analysis.

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

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

A prerequisite for the work of the Public Council is the openness of information about the activities carried out, which should be posted on the official website. This approach will help the head of the organization to navigate in order to assess the quality of the work of institutions.

It is also worth noting that the members of the PC visit the cultural institution behind the scenes, about which all employees of the organization must be warned in advance. However, this does not mean that visits can be chaotic. For this, there is a certain procedure and cases provided for by regulatory documents.

Upon the conclusion of an independent assessment of the quality of cultural institutions, the Public Council should provide information on the results of the results of the assessment of quality, as well as proposals regarding improving the efficiency of the institution. In addition, the OS must ensure that consumers have access to this information.

On the functions of the operator organization during the NOC

After the formation of the Public Union, the founder needs to decide on the operating organization, since the collection, generalization and analysis of information is not within the competence of either the Public Council or the founder.

The operator collects information on the assessment of the quality of the institution's services and provides it to the Public Council. At the same time, the cultural institution is obliged to assist in the collection and processing of this information.

The methods of obtaining information must be indicated in the terms of reference and the contract concluded with the founder, who has the right to make his own changes regarding the methods of collecting and processing information. However, the operator has the full right to independently choose the method for evaluating the information received.

Stages of independent quality assessment in cultural institutions

An independent assessment of the quality of services in culture is carried out in stages. 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 collected information must meet the following requirements:

completeness;
relevance;
reliability.

The information provided by the operator is the basis for the formation of performance results and ratings of cultural institutions, which is carried out at the next stage of the NOC.

It is worth noting that the head of the organization has the right to participate in an independent quality assessment only at the final stages, at the time of the formation of proposals 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 are such criteria as satisfaction of visitors to the institution with the quality of services provided; comfort conditions for the provision of services, as well as their availability; the possibility of access to information relating to cultural institutions and others. Additional criteria are usually set by the Public Council.

The developed criteria, which are the basis for the formation of the terms of reference for the operator, and the indicators for them must be fixed in the minutes of the OS meeting and approved by the order of the founder.

The measurability and objectivity of criteria and indicators are very important for the head of the institution. They are also of great importance for visitors who need to understand what side of the organization's activities they should provide information about.

The infrastructure of a cultural institution very often faces various kinds of problems, among which the following should be highlighted:

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

A number of such problems can be solved at the preparatory stage for an independent quality assessment, for example, when observing poor Wi-Fi quality, you can simply change the operator, and the toilets can be repaired using the money earned for this.

On working with the results of an independent assessment of the quality of services

As is known, information concerning the conclusions of the Public Council on the activities of a cultural institution is posted on official websites, since in any case it should be available to consumers. The founder has one month to get acquainted with the information provided.

Having considered the results obtained, the founder develops recommendations for improving the quality of services provided to consumers and provides them to the head of the institution. After reviewing the recommendations of the founder, the institution should draw up a further plan of action, as a result of which it can increase efficiency. The developed plan is also posted on the official website of this organization.

In the case of a subsequent NQF, the implementation of this plan will become another criterion for assessing the quality of work of the head of a cultural institution.

What measures to improve the quality of work should be included in the plan

It is worth noting that the effectiveness of the institution, as a rule, is manifested not in the initial result, but in the dynamics of changes in the level of satisfaction of visitors to the institution. Therefore, the action plan aimed at improving the quality of the organization's activities can include activities that meet certain criteria, for example:

Criterion	Quality improvement measures
Ensuring openness and accessibility of information about the institution	Eliminate non-compliance by the institution with the requirements of the legislation on the placement of information Place information about additional services (organization of hotlines, online consultations) Create (upgrade) the website of the institution Conclude agreements on information cooperation with other organizations Distribute tickets, posters at enterprises, schools, institutes, other organizations
Security comfortable conditions and availability of 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, as a result of which funds are provided 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 on the provision of musical instruments for use (for students in children's music schools), including on the premises of the institution Form schedules of circle, educational activities, taking into account the opinion of the legal representatives of children or the children themselves and students Send teachers (teachers), other employees providing services to persons with disabilities, for advanced training in the 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 (free of charge) venues of other organizations
Waiting time in queue when receiving a service	Establish benefits (not related to the provision of preferential or free admission institutions) for the purchase of tickets on an extraordinary basis separate categories citizens in accordance with local acts institutions 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 purchase by individual employees of the institution who do not perform the functions of a cashier Provide services for booking tickets, pre-registration for the event Organize the sale of electronic tickets Inform about the approximate waiting time in line (for events involving a large number of visitors)
Friendliness, courtesy and competence of employees of the institution	Conduct outreach to employees Organize the consideration of complaints from visitors in the manner prescribed by labor legislation Generate performance indicators for key personnel directly interacting with visitors, taking into account the requirements of the codes professional ethics Organize advanced training for employees Develop a code of professional ethics Material checked by experts Aktion Culture

conducting an independent assessment of the quality of work of state (municipal) institutions providing 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) has been developed in accordance with the methodological recommendations of the Ministry of Culture of the Russian Federation, approved by Order No. 000 of November 20, 2015, in order to form independent system assessment of the quality of work of state (municipal) institutions providing social services in the field of culture in the Omsk region (hereinafter referred to as independent quality assessment).

1.2. An independent assessment of the quality of services provided by cultural institutions is one of the forms of public control and is carried out in order to provide citizens with information on the quality of services provided by cultural institutions, as well as to improve the quality of their activities.

1.3. Present Order determines the methodology for conducting an independent quality assessment, the criteria and indicators for an independent quality assessment, the methodology for their calculation.

1.4. The procedure provides for an independent quality assessment with the participation and on the basis of 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 system of quality assessment includes state (municipal) institutions, whose activities are financed from the funds of 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, performance 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– Administration of municipalities of the Omsk region (hereinafter referred to as the Administration of the municipality).

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 referred to as the Public Council). Control over the conduct of an independent assessment of the quality of municipal institutions is carried out by public control bodies established under the Administrations 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;

Form proposals for the development of terms of reference for the operator, take part in the review of draft documentation for the procurement of works, services, as well as draft state, municipal contracts concluded by the Ministry (Administration of the municipality) with the operator;

Establish, if necessary, additional criteria for assessing the quality of services provided by cultural institutions;

Carry out an independent assessment of the quality of services provided by cultural institutions, taking into account the information provided by the operator;

Submit to the Ministry (Administration of the municipality) 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.

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 services provided 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 services provided.

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, has concluded a state (municipal) contract for the collection, compilation 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 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 services provided by cultural institutions is sent by the Ministry (Administration of the municipality) to an 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. For the same institutions, it is carried out no more than once a year and no less than once every three years.

Frequency of independent quality assessment public institution is 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 the decision of the Control Body in agreement with the Administration of the municipality.

2.2. List annually:

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;

The 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 services provided by cultural institutions, public information about cultural institutions is used, which is posted, 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 work of the state (municipal) institution specified in Section III of the current Procedure.

2.5. The Public Council (Control Body) considers the information provided by the operator on the quality of services provided by cultural institutions. Based on the results of the analysis and discussion of the information received from the operator on the quality of services provided, the Public Council (Control Body) approves the results of an independent assessment. Based on the results of an independent assessment, the Public Council (Control Body) submits proposals for improving the quality of 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 of 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, for each group the required number of questionnaires to be collected is determined (Table 1):

Table 1

3.2. Indicators formed on the basis of a study of the opinions of service recipients (Table 2):

table 2

Index	Unit	Group of institutions
Openness and accessibility of information about a cultural institution
Informing about upcoming exhibitions and expositions of cultural institutions. Virtual tours of the 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 institutions

The level of comfort of staying in a cultural institution (seating, wardrobe, cleanliness of the premises)	from 0 to 5 points	all cultural institutions
Availability of additional services of a cultural institution (catering places, interactive games, theatrical events, audio guide)	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 the cultural institution	from 0 to 5 points	all cultural institutions
Ease of use of electronic services provided by the institution to visitors (including through mobile devices)	from 0 to 5 points	all cultural institutions
Quality and content of printed materials of cultural institutions (programs, booklets, flyers)	from 0 to 9 points
Service waiting time
Convenience of the work schedule of the cultural institution	from 0 to 7 points	all cultural institutions
Convenience of the procedure for purchasing (booking) tickets	from 0 to 7 points	theaters, museums
Ease/Convenience electronic catalog	from 0 to 7 points	libraries
	from 0 to 5 points	all cultural institutions
Comfortable conditions for the provision of services and the availability of their receipt
	from 0 to 5 points	all cultural institutions
Preserving the ability to navigate the site when disabling the graphic elements of the site design, site maps. Availability time of information, taking into account interruptions in the work of the site. Availability of an independent system for recording visits to the site. Disclosure of information to an independent system for recording visits to the site. The presence of a built-in contextual search system on the site. Free, accessibility of information on the site. Absence of violations of display, formatting or other defects of information on the site. The date and time the information was posted.	from 0 to 5 points	all cultural institutions
	from 0 to 5 points	all cultural institutions
Friendliness, courtesy, competence of employees of a cultural institution
Surnames, first names, patronymics, positions of the management of the cultural institution, its structural divisions and branches (if any), mode, work schedule; contact numbers, e-mail addresses, a section for sending suggestions to improve the quality of services of the institution	from 0 to 7 points	all cultural institutions
Satisfaction with the quality of services provided
	from 0 to 6 points	all cultural institutions

Table 4 indicators 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 in an independent assessment of the quality of services

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; service waiting time; friendliness, courtesy, competence of employees of cultural institutions; 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 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 services provided by cultural institutions is measured in points. The minimum value is 0 points, maximum value- 100 points.

An independent assessment of the quality of services provided by the i-th cultural institution (№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 availability of the k-th information object posted on the official website of the i-th cultural institution;

Zik - significance level 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 the cultural institution was carried out using the internal navigation system of the site in the form of a menu, site map, links and banners.

The degree of search availability of a simple information object is evaluated taking into account the following rule (scheme): by sequential search, one of the following evaluation values for the information object is set:

"1" - the information object was found on the official site by successively following 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 transitions is 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 establishment;

Information about the state task for the current financial year;

Information on the fulfillment of the state task for the reporting financial year;

Information on the plan of financial and economic activity for the current year;

Information about the annual financial statements for the reporting financial year;

Information on the results of activities and on the use of property;

Information on control measures 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 - significance level 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, which significantly reduces the complexity of the assessment.

4. The level of satisfaction with the quality of services provided by the i-th cultural institution is formed on the basis of the assessments of the recipients of services 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 assessed satisfaction with the quality of services provided by the i-th cultural institution;

J - the number of criteria for assessing satisfaction with the quality of services provided by the i-th cultural institution;

mijp - 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 services provided by cultural organizations, as well as the ranges of values (indicators characterizing the relevant criteria) are determined in accordance with the List of indicators characterizing the general criteria for assessing the quality of services provided by cultural organizations (order of the Ministry of Culture of the Russian Federation "On approval of indicators characterizing general criteria for assessing the quality of services provided by cultural organizations”).

Significance

information objects to assess the level of openness

and accessibility of cultural institution information

Information object - an object located on the official website of a cultural institution, carrying an information load, for example: postal address, information about the founder, list of services.

Item of order No. 000	Name of indicator	Name of the information object (requirements)	Significance, score
	Full and abbreviated name of the cultural institution, location, postal address, location map, e-mail address, structure of the cultural institution, information about the founder(s), founding documents	Full name of the cultural institution, abbreviated name of the cultural institution
	Postal address, cultural institution layout, directions
	E-mail address
	Structure of a cultural institution
	Information about the founder, constituent documents of the cultural institution
	Information on the fulfillment of the state / municipal assignment, report on the results of the activities of the cultural institution	General information about the institution;
	Information about the state task for the current financial year;
	Information on the fulfillment of the state task for the reporting financial year;
	Information on the plan of financial and economic activity for the current year;
	Information on the annual financial statements for the reporting financial year;
	Information on the results of activities and on the use of property;
	Information on control measures and their results for the reporting financial year.
	Enumeration of the services provided by the institution of culture. Restrictions on the range of services, restrictions on consumers of services. Additional services provided by the cultural institution. Services provided on a paid basis. Cost of services. Providing priority right using the services of the institution	Enumeration of the services rendered by the institution of culture.
	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 pre-emptive right to use the services of the institution
	Preserving the ability to navigate the site when disabling the graphic elements of the site design, site maps. Availability time of information, taking into account interruptions in the work of the site. Availability of an independent system for recording visits to the site. Disclosure of information to an independent system for recording visits to the site. The presence of a built-in contextual search system on the site. Free, accessibility of information on the site. Absence of violations of display, formatting or other defects of information on the site. The date and time the information was posted. Access to the section "Independent assessment of the quality of services provided" should be provided in no more than 2 clicks through the site using the navigation menu	Preserving the ability to navigate the site when disabling the graphic elements of the site design, sitemap
	Availability time of information, taking into account interruptions in the work of the site
	Availability of an independent system for recording visits to the site.
	Disclosure of information of an independent system of recording visits to the site
	The presence of a built-in contextual search system on the site
	Free, accessible information
	No display, formatting or other defects
	Date and time of posting information
	Access to the section "Independent assessment of the quality of services provided" should be provided in no more than 2 clicks through the site using the navigation menu
	Availability of electronic tickets/availability of electronic ticket booking/availability of electronic queue/availability of electronic catalogs/availability electronic documents available for receiving	E-ticket of a cultural institution/electronic catalog/
	On-line check-in / the possibility of booking tickets / electronic documents
	Electronic queue/electronic record in an institution
	Virtual tours of the cultural institution
	Surnames, first names, patronymics, positions of the management of the cultural institution, its structural divisions and branches (if any), mode, work schedule; contact numbers, e-mail addresses, a section for sending suggestions to improve the quality of services of the institution	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, names, patronymics, positions of the management of the cultural institution
	Mode, work schedule of a cultural institution
		Telephone help desk, telephone number of the head of the cultural institution (reception)
	Section for sending proposals for improving the quality of services of the institution
	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 work of an institution on the basis of certain criteria for the effectiveness of the work of institutions, 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

	Information messages on an independent assessment
	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

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.