Orientation of the Activities of Executive Authorities Towards the Provision of Services to the Population

Abstract

The article considers the process of digital transformation of public administration in Russia, where the provision of services in electronic format is one of the important functions of the executive autority. Key indicators for the development of e-government show significant growth: in 2023, more than 340 million services were provided through the Gosuslugi portal, which is 100 million more than in the previous period. The main directions of service modernization include the introduction of a customer-centric approach through “life situations”, the development of superservices (for example, “Online University Admission”) and the creation of digital platforms (Gostech, FGIS PGS). The research objective of the work is to analyze the methods of transition to a service-oriented management model and identify existing barriers. Among the main obstacles noted are: technological inequality (78.4% access to the Internet in rural areas); organizational contradictions (integration of 68% of information systems); staff shortage (lack of 10 thousand IT specialists). Successful practices are represented by the work of the Regional Management Centers (SDGs) and the Feedback Platform covering 20 thousand authorities. Recommendations to overcome the problems include the development of digital infrastructure, improvement of legislation, implementation of Artificial Intelligence to analyze citizens’ appeals, and strengthening information security. The implementation of the proposed measures is aimed at improving the quality of public services, reducing administrative costs and strengthening citizens’ trust in government institutions in the digital age.