KEY PERFORMANCE INDICATORS AS THE BASIS FOR MOTIVATION OF EMPLOYEES IN THE ADMINISTRATIVE SERVICES CENTERS

Abstract

The urgency to use of «key performance indicators» technologyhas been justified, which will help to eliminate identifieddisadvantages of current incentives system for employees inadministrative services: hourly-bonus pay system 1) with a salarywhich is only 30% higher than the minimum wage and is only 50% bigof the average salary, 2) with surcharges and allowances which do notcontribute to involvement of youth employment, 3) with provided butnot transparently assigned bonuses, without taking into account thestrategic goals of the organization and individual contribution ofemployees to achieve them.A list of key performance indicators for administrators (stateregistrars) has been developed, which includes the number and speedof administrative service delivery, the level of consumer satisfaction,the level of compliance with the timing of citizens' requests, and takesinto account the strategic goals of transformations in the provision ofadministrative services in Ukraine, the tasks for administrators aswell as the requirements for key performance indicators.The results of the conducted survey of the employees in theadministrative services centers are taken into account and the weightof the proposed indicators is substantiated. The most significantindicator is the level of consumer satisfaction – 46%, which fullycorresponds to the strategic priorities of the administrative servicecenters.The mathematical model of the bonuses distribution amongadministrators (state registrars) is presented. Its introduction willallow to stimulate the employees to increase the values of keyperformance indicators and level of strategy realization for reformingstate bodies, local self-government institutions in the direction ofclient orientation, decentralization, cybernation.