Advertisement

Digital Public Service Platforms: Challenges and Opportunities

  • Elena VasilievaEmail author
Conference paper
  • 314 Downloads
Part of the Lecture Notes in Information Systems and Organisation book series (LNISO, volume 40)

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 

References

  1. 1.
    D-Russia. (2017). Annual report on the implementation and effectiveness evaluation of the state program of the Russian Federation “Information society (2011–2020)”. Accessed December 26, 2019, from http://d-russia.ru/wp-content/uploads/2017/05/IO_otchet_2016.pdf
  2. 2.
    TAdviser. (2018). Analysis of the state of e-government in Russia. Accessed December 26, 2019, from http://www.tadviser.ru/index.php
  3. 3.
    GKS. (2018). Selective federal statistical observation on the use of information technologies and information and telecommunication networks by the population. Accessed December 26, 2019, from http://www.gks.ru/free_doc/new_site/business/it/fed_nabl-croc/index.html
  4. 4.
    Wade, M. (2015). A conceptual framework for digital business transformation. Global Center for Digital Business Transformation.Google Scholar
  5. 5.
    Kearney A.T. (2014). Going digital: The banking transformation road map. Accessed December 26, 2019, from https://www.atkearney.com/documents/10192/5264096/Going+Digital+-+The+Banking+Transformation+Road+Map.pdf/60705e64-94bc-44e8-9417-652ab318b233
  6. 6.
    IBM Corporation Paper. (2015). Designing a sustainable digital bank. Accessed December 26, 2019, from http://www-935.ibm.com/industries/banking/sustainable-digital-bank-paper/
  7. 7.
    Olanrewaju, T., & Willmott, P. (2013). Finding your digital sweet spot. Accessed December 26, 2019, from https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/finding-your-digital-sweet-spot
  8. 8.
    King, B. (2014). Breaking banks: The innovators, rogues, and strategists rebooting banking. Singapore: Wiley.CrossRefGoogle Scholar
  9. 9.
    Vasilieva, E., Slavin, B., et al. (2018). The efficiency of personnel management civil service in the development of the digital economy and the knowledge society: Monograph. Moscow: IFRA-M.Google Scholar
  10. 10.
    KMDA. (2018). Accessed December 26, 2019, from https://komanda-a.pro
  11. 11.
    Arican, A. (2008). Multichannel marketing: Metrics and methods for on and offline success. Somerset: Wiley.Google Scholar
  12. 12.
    Malhotra, J. S. (2014). Multi-channel optical communication. New York: Scholars’ Press.Google Scholar
  13. 13.
    Karpuzcu, T. (2011). Impact of e-services on customer satisfaction. Saarbrücken: LAP Lambert Academic Publishing.Google Scholar
  14. 14.
    Ramadan, S. (2016). Omnichannel marketing: The roadmap to create and implement omnichannel strategy for your business. Highlands Ranch: Trader University.Google Scholar
  15. 15.
    Altukhova, N., Vasilieva, E., & Gromova, A. (2016). Teaching experience of design thinking in the course of “Internet-business” (CEUR Workshop Proceedings).Google Scholar
  16. 16.
    Vasilieva, E. V. (2018). Design-thinking: Practice of customer experience research. Theoretical questions of computer science, computational mathematics. Computer Science and Cognitive Information Technologies, 14(2), 325–332.Google Scholar

Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Financial University under the Government of Russian FederationMoscowRussia

Personalised recommendations