Citizen-centric E-Governance: G2C ecosystems and the transformation of citizen–state interaction in the EU

Abstract

Object of the study is the transformation of models of citizen–state interaction in the context of public sector digital transformation, particularly within the Government-to-Citizen (G2C) paradigm in the European Union.

Problem statement. The digital transformation of the public sector leads to significant changes in the ways citizens interact with the state. In European Union countries, these processes are increasingly associated with the transition from traditional e-government models to integrated human-centric digital governance ecosystems.

Unresolved issues. Despite the active implementation of digital governance tools, the evolution of citizen–state interaction models and the systemic development of human-centric G2C ecosystems remain insufficiently conceptualized, especially in the context of their adaptation to Ukrainian realities.

The purpose of the study is to analyze the evolution of citizen–state interaction models in the context of digital transformation, to examine the development of G2C ecosystems in the European Union, and to identify opportunities for applying this experience in Ukraine.

Research methodology and main results. The study employs methods of comparative analysis, generalization of European digital governance policies, and conceptual modeling of G2C ecosystem development. The article systematizes the evolution of citizen–state interaction models –from e-government to human-centric digital governance—and provides a preliminary mapping of G2C ecosystems across EU countries. Key development trends are identified, including the expansion of proactive public services, the emergence of platform-based governance models, the use of artificial intelligence for the personalization of public services, and the development of interoperable digital infrastructures. Particular attention is given to the analysis of key challenges, such as the fragmentation of government information systems, uneven development of electronic identification mechanisms, the digital divide among population groups, and regulatory challenges related to the use of artificial intelligence in the public sector.

Scientific novelty lies in the conceptualization of the evolution of citizen–state interaction models in the context of public sector digital transformation and in the systematization of European experience in the development of human-centric G2C ecosystems.

Conclusions. The findings indicate that the transition to human-centric digital governance requires not only technological modernization but also deep institutional transformation, integration of public services, and adherence to the principles of interoperability and proactivity. The results define practical directions for applying European experience in Ukraine, particularly in the integration of digital public services, the development of proactive services, and the enhancement of interoperability among government information systems.