This article examines the basics of the definition of «quality» in the area of public services delivery, and its role in the public administration system as a whole. The article examines the evolution of the definition of «quality» in relation to the public services delivery and its modern meaning. This topic is relevant, since public services are one of the main indicators of the country's socio-economic development. At the same time, the level of quality of public services directly reflects the standard of living of the population.