On the way to the service state: satisfaction of the recipients of public services

Improving the quality of the state (and municipal) services is an important factor in the growth of governance. In Russia, over the last decade a significant work to improve the quality and accessibility of public services for citizens was done. Evaluation of the results of these efforts requires special research, the methodology and the main results of which are presented in this article. Identify the key factors affecting the level of citizens' satisfaction with the quality of public and municipal services, given the quantitative assessment of their impact, identified the key issues in the field of service provision.