Digitalization and e-services in the Russian Federation: problems and ways to improve

Abstract

The digitalization of the public administration system includes many elements, including the construction of convenient and popular channels for interaction between public authorities and the population. One of these is the provision of state and municipal services in electronic form. At the same time, the analysis of scientific literature indicates that one of the key issues is the willingness of citizens (especially certain categories) to use digital technologies. In this regard, within the framework of this work, the issues of providing citizens of Russia with state and municipal services in electronic form were considered. Particular attention was paid to the level of satisfaction of citizens with this format of interaction. Problems causing difficulties in using or abandoning digital cooperation in favor of the traditional channel of direct personal communication with public authorities were also considered. As part of the study, a comparative analysis of individual indicators of the use of electronic state and municipal services in dynamics for 2017-2021 is carried out in Russia as a whole, as well as in its individual regions. In addition, Russia was compared with the countries of Europe on a number of indicators. This technique allowed us to describe and evaluate the development of electronic state and municipal services in the Russian Federation and its individual territories in more detail. The results obtained led to the conclusion that the electronic format of interaction between the population and public authorities in the Russian Federation is becoming increasingly relevant.