Digital Public Service Platforms: Challenges and Opportunities

Abstract

The modern openness of the relationship between people and the transparency of borders makes the public service to adapt to the networked, interdependent society. Work with digital transformation in the public sector can be built on the principle of adaptability, based on the experience of other, more advanced sectors—banking, Telecom, e-commerce, etc., where the transformation is actively taking place. The author defines the principles of digital organization formation and the main steps of transformation of client experience in the sphere of public services on the basis of omnichannel. The basis for the implementation of digital principles should be changes in personnel management, including a focus on involvement, motivation, result orientation, team building, understanding of the client. However, is the society ready for those digital services for which the heads of state administration actively vote? The article presents the results of digital maturity assessment. Thus, the survey showed that citizens are not ready for the introduction of neurotechnologies and telemedicine, however, they are interested in the possibility of services based on identification tools (electronic passports, social cards, etc.), the transfer of most tasks to a mobile device, as well as virtual assistants, VR/AR. The possibilities of implementing the platform for the organization of targeted charitable assistance, monitoring the financing of social services and personalization of taxes are highly appreciated.