Digital transformation of public administration in the direction of servicization

Abstract

This article investigates the procedural specifics of the digital transformation of public administration towards servicization. Based on the analysis of theoretical approaches to defining the features of digital transformation in public administration, it is demonstrated that digitalization contributes to the improvement of the service activities of public authorities. It is determined that the digital transformation of public administration in the direction of servicization is a multifaceted process that involves not only technological innovations but also significant changes in the political, economic, social, organizational, and legal aspects of citizens’ interactions with entities within the public administration system. It is summarized that servicization is a contemporary trend in the functioning of the public administration system aimed at the formation and implementation of service policies as a priority area of modern activity in the political and socio-economic sphere. This represents a set of targeted measures by the state, public authorities, and other entities engaged in service activities aimed at providing citizens with high-quality public services. It is proven that a service-oriented state is the conceptual core of the digital transformation of public administration, ensuring the delivery of high-quality accessible services to citizens through digital channels and tools. It is emphasized that the goal of a service-oriented state should be to create the most comfortable conditions for citizens to exercise their rights and freedoms by reducing administrative barriers and bureaucratic challenges. It is argued that digital technologies and digital tools will enhance the integration of entities within the public administration system into the digital environment and facilitate their adaptation to the demands of the digital age. This process is not only a technological modernization of the public administration system but also a socio-economic phenomenon that necessitates the transformation of the activities of public authorities, the improvement of the legislative framework, and the formation of social relations based on servicization. It is noted that successful realization of this transformation requires overcoming various challenges (including addressing the armed aggression of the Russian Federation on Ukrainian territory), which necessitates a comprehensive approach and broad cooperation among public authorities, civil society, and business.