Main problems and barriers of the client-centered transformation of the public administration system

Основные проблемы и барьеры клиентоцентричной трансформации системы государственного управления

Igor A. Valdman (Вальдман И.А.), Rostislav V. Gorbovsky (Горбовский Р.В.), Maxim V. Paratunov (Паратунов М.В.) and Elena A. Putintseva (Путинцева Е.А.)
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Igor A. Valdman (Вальдман И.А.): Russian Presidential Academy of National Economy and Public Administration
Rostislav V. Gorbovsky (Горбовский Р.В.): Russian Presidential Academy of National Economy and Public Administration
Maxim V. Paratunov (Паратунов М.В.): Russian Presidential Academy of National Economy and Public Administration
Elena A. Putintseva (Путинцева Е.А.): Russian Presidential Academy of National Economy and Public Administration

State and Municipal Management Scholar Notes, 2024, vol. 1, 20-31

Abstract: The article presents the results of a study conducted by the Center for Implementation of a Client-Centric Approach of GSPM of RANEPA, the purpose of which is to identify the main problems and barriers in the implementation of the federal project “State for People” at the federal and regional levels. The study involved more than 350 civil servants representing the regions of the Russian Federation and federal executive authorities and who were trained under RANEPA client-centricity programs in 2023. The article includes a detailed description of existing problems in the first year of mass implementation of the federal project, the opinions of research participants and proposals for possible solutions and measures to overcome problems. The most significant problems identified in the study include: lack of staffing, lack of core competencies, insufficient regulatory support for the project, inflexible project imple- mentation system, inconsistency of various federal initiatives.

Keywords: public administration; client; client-centricity; client-centricity approach; processes; public services (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:rnp:smmscn:s2412

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