Impact of digital transformation on public services: experience of the European Union

Abstract

Based on the methodology of complex system analysis, the article examines the impact of digital transformation on public services in the context of the experience of the European Union. The purpose of the study is to analyze the constructive processes of transformation of the public administration system with electronic and digital technologies as a key factor in providing public services to the population and business. In the course of the study, methods of system analysis, methods of generalization, classification, system and structural- functional approaches, and others were used. The directions of the digital transformation of the public service provision system in the European Union have been determined: expanding the use of single electronic portals that ensure the establishment of direct connections on matters of public service provision; simplification of the procedure for using information technologies due to the development of mobile means of transmission and its processing; development of a general list of digital products as part of the provision of public services with the possibility of accelerated search for the required product; creation of experimental platforms and pilot areas for the implementation of digital technologies for the provision of public services. The prerequisites for the digital transformation of public services based on platforms are systematized, which is understood as the process of changing the institutional organization of markets under the influence of the spread of modular digital platforms and the application of platform technologies. These prerequisites include the growth of data quality and the specialization of interaction between participants. This makes it possible to consider platforms as centers for the provision of a wide range of digital services and to ensure the effectiveness of the platform implementation process by providing traditional goods with service properties, which are expressed in the involvement of the consumer in the production process and the accounting of his individual requests. Further research on the problems of digitization and digital transformation of socio-economic systems should cover the direction of expanding the use of digital platform services provided by the service integrator and the development of management methods for promising forms of organization of economic activity in the field of public services.