РОЛЬ КЛИЕНТОЦЕНТРИЧНОСТИ И РЕПУТАЦИОННЫХ РЕСУРСОВ РЕГИОНА В ФУНКЦИОНИРОВАНИИ СОВРЕМЕННОЙ СИСТЕМЫ ПУБЛИЧНОГО УПРАВЛЕНИЯ

Abstract

Intangible resources of regional development are of particular importance in the context of the crisis of the economy and management, as well as increasing the level of competition for resources between regions. A reputation resource as a set of characteristics that affect the positioning of an entity in the public sphere, on the basis of which counterparties can form an opinion about the expediency and risks of interacting with it, is closely related to citizen-centricity. The latter is one of the main factors forming a reputation. Together with other factors, citizen-centricity has a significant impact on the interaction of the state, citizens and business, which makes it necessary to consider the most effective practices in this area to improve the quality of public administration. The purpose of the study is to identify the main factors of the formation of a reputation resource, as well as the formation of recommendations for the introduction of a citizen-centric approach in public administration based on the study of foreign and domestic experience. For this purpose, the article examines scientific research by Russian and foreign authors on the formation and evaluation of reputational resources, compares regulatory legal acts and practices of leading countries on the implementation of public administration practices that meet the citizen-centric approach. The main factors forming a reputation are: citizen-centricity, public positioning and socio-economic conditions. Regarding the foreign experience of implementing a citizen-centric approach in public administration, it is concluded that there is a wide diversification of methods for implementing this approach. It is related to the profiling of citizens and the maintenance of a register of life situations, the design and reengineering of services, motivation and KPIs of civil servants. Russia has already established a regulatory framework for the development of a citizen-centric approach in public administration, there are pilot regions for the introduction of citizen-centricity in various services. However, there is a lack of framework requirements for the introduction of a citizen-centered approach in terms of motivation of civil servants and KPIs of their activities in Russian practice. This aspect leaves room for the introduction of best practices in the field of citizen-centricity and is an incentive for further research in this area.