Analysis of the Impact of Digitalization on the Quality and Availability of Public Services in Ukraine – A Comparative Approach with Insights from Estonia

Kniazieva Tetiana V. (), Kazanska Olenа O. (), Orochovska Lyudmila A. (), Tsymbalenko Yana Yu. () and Dergach Anna V. ()
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Kniazieva Tetiana V.: Department of Marketing, Faculty of Economics and Business Administration, National Aviation University, 03058, 1 Lubomyr Husar Ave., Kyiv, Ukraine
Kazanska Olenа O.: Department of Marketing, Faculty of Economics and Business Administration, National Aviation University, 03058, 1 Lubomyr Husar Ave., Kyiv, Ukraine
Orochovska Lyudmila A.: Department of Marketing, Faculty of Economics and Business Administration, National Aviation University, 03058, 1 Lubomyr Husar Ave., Kyiv, Ukraine
Tsymbalenko Yana Yu.: Department of Theory and Practice of Management, National Technical University of Ukraine “Igor Sikorsky Kyiv Polytechnic Institute”, 03056, 37 Beresteyskyi Аve., Kyiv, Ukraine
Dergach Anna V.: Department of the Production and Іnvestment Мanagement, Faculty of Agricultural Management, National University of Life and Environmental Sciences of Ukraine, 03041, 15 Heroyiv Oborony Str., Kyiv, Ukraine

Statistics, Politics and Policy, 2023, vol. 14, issue 3, 375-398

Abstract: This article provides an overview of the current state of digitization of public services in Ukraine, exploring its impact on service quality and availability. The rapid advancements in information and communication technology have created opportunities for streamlining bureaucratic processes and improving service delivery. The study aims to analyze the progress and potential of digitization in public services in Ukraine, comparing it with successful examples in Estonia. The research seeks to identify best practices and address existing gaps and challenges in digitalizing public services. The research utilizes various methods, including a comprehensive literature review, analysis of academic articles, government reports, and quantitative data from primary sources such as surveys and databases. A comparative analysis of Estonia’s digitalization efforts is conducted to gain insights into potential lessons and best practices. The findings show that digitization of public services in Ukraine has emerged in response to advancements in technology and citizens’ demand for user-friendly and accessible services. Initiatives like the Diia platform have positively impacted service quality and availability. However, Ukraine’s level of digitization still lags behind some European counterparts. The Ukrainian government’s commitment to digital transformation is evident through various initiatives and targets to improve the digitization rate of public services. Despite the progress made, ongoing efforts are needed to address challenges and invest in digital infrastructure. Prioritizing digital transformation can enhance service efficiency, transparency, and citizen engagement, ultimately improving the quality of life for Ukrainians and aligning with EU standards.

Keywords: digitalization; e-government; digital marketing; quality of services; public services (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1515/spp-2023-0012

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