Electronic Services and Standards of Their Provision in the Public Administration System

• Main Authors: Fomina Olena O., Bulhakova Olena V.
• Format: Article
• Language: English
• Published: Research Centre of Industrial Problems of Development of NAS of Ukraine 2021-06-01
• Series: Bìznes Inform
• Subjects: electronic service; standardization of the provision of services; assessing the quality of services; transformation of social relations; digitalization of social relations
• Online Access: https://www.business-inform.net/export_pdf/business-inform-2021-6_0-pages-114_119.pdf

The article is aimed at researching electronic services and proving the need to standardize their provision in the public administration system. It is found that despite the existence of a large number of studies in the field of implementation of efficient public e-governance, there is a need for detailed coverage of the problems of providing the population with electronic services through the total digitalization of public relations of different levels of interaction, as well as standardization of the provision of electronic services. To obtain the results, general scientific research methods were used. Methods of analysis and synthesis contributed to the detection of problems of excellence, consistency and certainty in the field of electronic administrative services provision, systematization of criteria for assessing the quality of electronic services, formation of principles of digitalization of the public administration system. The statistical method allowed to identify features and gaps in the provision of electronic services in Ukraine. The use of the scientific abstraction method contributed to the formation of certain recommendations for improving the system of electronic services in the context of social transformation, the introduction of standardization of the provision of electronic administrative services at different levels of social interaction, helped to outline the prospects for further research. The main results are reduced to: the need to standardize the provision of electronic administrative services on the basis of standard models of services; to determine the mechanism of providing services by public authorities; the procedure for receiving a response to the request of the administrative service; the presence of tools to measure the level of satisfaction of citizens’ expectations. The conclusion is made about the need for more in-depth study and implementation of foreign experience in transforming social relations and developing the information society in Ukraine.