Digitization of public services: the experience of Dnipropetrovsk region

Abstract

The results of research work performed with the participation of the authors in 2019 by the Dnipropetrovsk Regional Institute of Public Administration of the National Academy of Public Administration under the President of Ukraine are highlighted. Modern processes of public administration reform in Ukraine are taking place against the background of global digitalization and deep transformation of business processes of organizations in all spheres of activity. According to the experience of developed countries, digitalization in public administration leads to the transformation of government on the model of "service" state, which is based on changing the role of citizens and civil society in public administration, and the basic function of the state is to provide services. Today, the issue of digitalization of public services is one of the priorities of the Government and the President of Ukraine, who have set ambitious plans - in the next 5 years Ukraine should become one of the world leaders in the development of e-government and e-democracy. In the context of further development of the decentralization reform, the implementation of these tasks requires the introduction of advanced digitalization of public services at the local level, and the main role in this process is given to the Centers for Administrative Services (CNAP). The results of the study show that improving the quality and digitalization of services provided by CNAPs, as well as bringing the CNAP network closer to each consumer are now priority areas for reforming the system of administrative services in Ukraine.

Keywords

• public services
• service state
• digitalization of services
• administrative service center
• virtual office
• decentralization
• united territorial communities
• digital inequality