Public Services: Forced Digitalization in a Pandemic - The Nuances of Management
DOI:
https://doi.org/10.4335/21.1.93-116(2023)Keywords:
digital divide, digitalization, efficiency of public services, EGDI index, SDGsAbstract
The aim of the article is to assess the digital transformation quantitatively and qualitatively in the management of public services against the background of the pandemic. The E-Government Development Index (EGDI) analog for evaluating the effectiveness of digital public services was developed. Qualitative and quantitative changes in digital transformation in the management of public services on the background of the pandemic were determined. It was found that no more extensive range of non-mandatory actions aimed at improving the client-oriented nature of public services and communication is observed in the innovative regions of the Russian Federation. It is established that the main transformations are qualitative, as the trend of increasing digitalization of public services was observed even before the pandemic, but during the pandemic the requirements for the expansion of such services, their efficiency, "customer centricity", and communication both within the organization and with users have increased.
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