Digitalization in public service: effectiveness analysis of information and communication platforms of government bodies in providing services to the population

Introduction. The article considers the issues of the effectiveness of information and communication platforms (ICP) of government bodies in providing services to the population. The relevance is substantiated by the fact that ICPs are becoming an integral part of management processes, allowing not only to simplify citizens' access to state and municipal services, but also to ensure transparency of decision-making, prompt feedback and strengthening trust in government institutions.

The methods and materials used in the research are structural and functional analysis, content analysis – a study of Internet sites of government bodies at various levels, as well as a comparison method when comparing them according to various criteria.

The Research results. Unlike the commercial sector, where digital transformation is focused primarily on economic benefits, in public service such aspects as ensuring equal access to services, increasing government transparency, taking into account regional specifics and a differentiated approach to different groups of the population come to the fore.

Discussion and conclusion. To analyze the effectiveness of the ICP, three levels of government in the Russian Federation have been considered: federal, regional and municipal ones. This approach allowed us to identify common features and differences in the implementation of digital solutions at different levels of government. The analysis has shown that federal-level digital platforms are superior to regional and municipal ones in functionality, convenience and relevance, but are inferior in their focus on the daily needs of citizens. Regional platforms occupy an intermediate position, combining information and basic services, while municipal ones focus on local tasks, but are limited by technical and resource capabilities.

1. Bogomolov D.N. Regulatory framework for innovative technologies in public service // Forum. Series: Current state and development trends in humanitarian and economic sciences. 2024. No. S1 (31). P. 98-101. [In Russ.]

2. Muradyan K.A., Mai-Boroda G.N. Basic principles of introducing innovative technologies in the sphere of public and municipal administration // Collection of scientific articles of the XVIII International Scientific Conference. Moscow, 2023. P. 152-154. [In Russ.]

3. Dadabaeva D.U., Kyazhkina T.Yu., Ogurtsova N.S. Problems of introducing innovative management technologies in the system of public and municipal administration // Social and humanitarian problems of education and professional self-realization «Social Engineer-2017»: materials of the All-Russian conference of young researchers. M., 2017. P. 52-57. [In Russ.]

4. Babina E.N., Mukhoryanova O.A., Shmygaleva P.V. Innovative technologies in the system of public service // Bulletin of the North Caucasus Federal University. 2022. No. 4 (91). P. 7-13. [In Russ.]

5. Dolgova A.A., Gruzinova I.S. Innovative technologies in public service // International scientific and practical conference. 2020. P. 32-34. [In Russ.]

6. Grinenko T.G., Meledeeva E.A. The influence of innovative management technologies on the optimization of the structure of state and municipal bodies // Scientific works of the North-West Management University of the Russian Presidential Academy of National Economy and Public Administration. 2013. Vol. 4, issue. 5 (12). P. 23-42. [In Russ.]

7. Babina E.N., Mukhoryanova O.A., Shatalova O.I. Innovative technologies as a tool for improving the quality of public service // Issues of modern science: problems, trends and prospects: materials of the International (correspondence) scientific and practical conference. Neftekamsk, 2022. P. 37-41. [In Russ.]

8. Sinkina A.A. The role of innovative, information and communication technologies in ensuring the quality of services and improving the efficiency of public (municipal) service // Siberian Academy of Finance and Banking. 2014. P. 153-165. [In Russ.]

9. Petrosyan S.I. Political management and information technologies in the field of providing public and municipal services // Gramota Publishing House: in 3 parts. Part II. No. 3 (53). 2015. P. 140-144. [In Russ.]

10. Kail Ya.Ya., Epinina E.V., Zudina E.V. Development of electronic public administration tools // Public service. Scientific notes. 2020. P. 25-28. [In Russ.]

11. Kozlova A.A., Gorinova S.V. Study of the influence of information and digital technologies on regional administration // Collection of scientific papers. 2020. Issue. 5. Pp. 33-37. [In Russ.]

12. Noskova G.V. Information technologies as innovations in public service // Innovative potential for science development in the modern world: achievements and innovations: materials of the International scientific and practical conference. Ufa, 2022. P. 59-65. [In Russ.]

13. Prodiblokh N.E., Bolokova M.A. Innovations in public and municipal administration as a necessary condition for the socio-economic development of a state // Bulletin of Maikop State Technological University. 2023. Vol. 15, No. 1. P. 141-148. [In Russ.]

14. Zeitenidy N.Yu. New stage of reform: digitalization of the public administration system in Russia // Budget. 2018. No. 9. P. 40-41. [In Russ.]