Digital Public Service Platforms: Challenges and Opportunities

Elena Vasilieva ()
Additional contact information
Elena Vasilieva: Financial University under the Government of Russian Federation

A chapter in Digital Transformation and New Challenges, 2020, pp 11-23 from Springer

Abstract: 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.

Keywords: Public administration; Digital transformation; Digital maturity; Omni-channel (search for similar items in EconPapers)
Date: 2020
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:lnichp:978-3-030-43993-4_2

Ordering information: This item can be ordered from
http://www.springer.com/9783030439934

DOI: 10.1007/978-3-030-43993-4_2

Access Statistics for this chapter

More chapters in Lecture Notes in Information Systems and Organization from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().