Abstract
The article describes the nature of public services and the problem of improving theirquality and accessibility for citizens. There have been studied the issues of the public authorities’services which comply the quality, timeliness and are primarily focused on the satisfaction ofcitizens in these services.Currently, the use of a citizen-centered approach in provision of services to measure the level ofsatisfaction of population with public services is one of the relevant research areas. Therefore, thework analyzes the issues of citizens’ public services satisfaction.The article describes the governmental institution’s activities in terms of the implementationof services regulated by the institution and legislative documents. The main findings show thatthe assessment public services’ quality can be held from the standpoint of the activities of bothstate institution and civil servants’ work. The paper identifies the problems that hold back theimprovement of public services’ quality. It also describes the main trends for quality improvementand public services’ accessibility at a current stage.