Digitalization of public services in Russia: statistical analysis

McDonald N. Think Paper 5: Is Citizen-centric the same as Customer-centric (2006).

Abdrakhmanova G. [i dr.] (2023). Indikatory tsifrovoy ekonomiki: 2022 [Indicators of the digital economy 2022] (in Russian).

Ananda J., Pawsey N., Nayeem T. (2022). Customer‐centric regulation: The case of Victorian urban water sector Regulation and Governance. (2). 536-556. doi: 10.1111/rego.12368.

Bylina S.G. (2018). Regionalnye osobennosti i determinanty ispolzovaniya elektronnyh uslug selskim naseleniem [Regional characteristics and determinants of using electronic services among rural population]. Problems of Territory’s Development. (5). 84-98. (in Russian). doi: 10.15838/ptd.2018.5.97.6.

Chan C.M., Lau Y., Pan S.L. (2008). E-government implementation: A macro analysis of Singapore’s e-government initiatives Government Information Quarterly. (2). 239-255. doi: 10.1016/j.giq.2006.04.011.

Dobrolyubova E.I., Starostina A.N. (2021). Otsenka tsifrovizatsii vzaimodeystviya gosudarstva i grazhdan [Assessment of digitalization of interaction between the state and citizens]. Statistika i Ekonomika. (2). 45-56. (in Russian). doi: 10.21686/2500-3925-2021-2-45-56.

Ebbers W.E., Jansen M.G., Deursen A.J. (2016). Impact of the digital divide on e-government: Expanding from channel choice to channel usage Government Information Quarterly. (4). 685-692. doi: 10.1016/j.giq.2016.08.007.

Gladkova A. A., Garifullin V. Z., Ragnedda M. (2019). Model trekh urovney tsifrovogo neravenstva: sovremennye vozmozhnosti i ogranicheniya (na primere issledovaniya Respubliki Tatarstan) [Model of three levels of the digital divide: current advantages and limitations (as exemplified by the Republic of Tatarstan)]. Vestnik Moskovskogo universiteta. Seriya 10: Zhurnalistika. (4). 41-72. (in Russian). doi: 10.30547/vestnik.journ.4.2019.4172.

Gummesson E. (2008). Customer centricity: reality or a wild goose chase? European Business Review. (4). 315-330. doi: 10.1108/09555340810886594.

Hashim N.M.H., Ann Y.H., Ansary A., Xavier J.A. (2022). Contingent effects of decision-making and customer centricity on public-sector innovation success Journal of Nonprofit and Public Sector Marketing. (1). 36-70. doi: 10.1080/10495142.2020.1761000.

Lember V., Brandsen T., Tõnurist P. (2019). The potential impacts of digital technologies on co-production and co-creation Public Management Review. (11). 1665-1686. doi: 10.1080/14719037.2019.1619807.

Linnik O.V. [i dr.]. (2020). Klientotsentrichnyy podkhod v gosudarstvennom upravlenii: navigator tsifrovoy transformatsii [Customer-centric approach in public administration: the navigator of digital transformation] Moscow: RANKhiGS pri Prezidente RF. (in Russian).

Lischuk E.N., Kapelyuk S.D. (1999). Otsenka kachestva uslug sluzhb zanyatosti pri perekhode na klientotsentrichnyy podkhod i tsifrovoy format [Assessing the quality of employment services in the transition to a client-centric approachand digital format]. Public administration issues. (4). 38-70. (in Russian). doi: 10.17323/1999-5431-2023-0-4-38-70.

Lischuk E.N., Kapelyuk S.D. (2023). Tsifrovye navyki bezrabotnyh v kontekste dostupnosti uslug po sodeystviyu zanyatosti [Digital skills of the unemployed in the context of the accessibility of employment assistance services]. Eco. (5). 151-168. (in Russian). doi: 0.30680/ECO0131-7652-2023-5-151-168.

Lischuk E.N., Kapelyuk S.D. (2023). Problemy razvitiya tsifrovyh navykov naseleniya v rossiyskikh regionakh [Digital skills development issues in russian regions] The development of the socio-economic, scientific and technological potential of the regions as a factor in strengthening Russia's position in the modern world. 121-125. (in Russian).

Pieterson W., Ebbers W. (2008). The use of service channels by citizens in the Netherlands: Implications for multi-channel management International Review of Administrative Sciences. (1). 95-110. doi: 10.1177/0020852307085736.

Popova S.S., Boyko S.A., Gokhshtand E.V., Nedrov A.A., Shevchuk A.R. (2021). Tsifrovizatsiya sluzhby zanyatosti naseleniya [Digitalization of public employment service]. Public administration. Electronic Bulletin. (86). 264-283. (in Russian). doi: 10.24412/2070-1381-2021-86-264-283.

Robles J. M., Torres-Albero C., Villarino G. (2022). Inequalities in digital welfare take-up: Lessons from e-government in Spain Policy Studies. (5). 1096-1111. doi: 10.1080/01442872.2021.1929916.

Rodríguez-Hevía L.F., Navío-Marco J., Ruíz-Gómez L.M. (2020). Citizens’ involvement in E-government in the European Union: The rising importance of the digital skills Sustainability. (17). 6807. doi: 10.3390/su12176807.

Rusakov D.A. (2019). Otsenka sotsialnyh effektov elektronnyh gosudarstvennyh uslug [Assessment of the social effects of electronic public services]. Vestnik Moskovskoy mezhdunarodnoy vysshey shkoly biznesa MIRBIS. (4). 187-194. (in Russian). doi: 10.25634/MIRBIS.2019.4.20.

Sokolov O.S., Kuznetsov M.Yu. (2023). Tsifrovye servisy dlya bezrabotnyh - novaya forma uslug sluzhby zanyatosti naseleniya (na primere platformy «Rabota Rossii») [Digital services for the unemployed - a new form of services of the employment service (by way of example of the work of Russia Platform)]. Labor and social relations. (1). 54-64. (in Russian). doi: 10.20410/2073-7815-2023-34-1-54-64.

Trischler J., Trischler J.W. (2022). Design for experience - a public service design approach in the age of digitalization Public Management Review. (8). 1251-1270. doi: 10.1080/14719037.2021.1899272.

Van Velsen L., Geest T. van der, Hedde M. ter, Derks W. (2009). Requirements engineering for e-Government services: A citizen-centric approach and case study Government Information Quarterly. (3). 477-486. doi: 10.1016/j.giq.2009.02.007.

Yuzhakov V.N., Dobrolyubova E.I., Pokida A.N., Zybunovskaya N.V. (2022). Klientotsentrichnost gosudarstvennogo kontrolya: otsenka grazhdan [Are state enforcement activities client centric? citizens’ perspective]. Public administration issues. (3). 38-60. (in Russian). doi: 10.17323/1999-5431-2022-0-3-38-60.

Yuzhakov V.N., Pokida A.N., Zybunovskaya N.V., Starostina A.N. (2023). Tsifrovizatsiya vzaimodeystviya grazhdan i gosudarstva: otsenka grazhdanami effektov, riskov i perspektiv [Digitalization of interaction between citizens and state: citizens’ assessment of effects, risks and prospects]. Public administration issues. (2). 33-73. (in Russian). doi: 10.17323/1999-5431-2023-0-2-33-73.

Zhigun L.A., Pokrovskaya T.I. (2021). Problemy neudovletvorennosti naseleniya gosudarstvennymi elektronnymi uslugami [The problems of the population dissatisfaction with the state electronic services]. Theoretical and Practical Aspects of Management. (1). 148-167. (in Russian). doi: 10.46486/0234-4505-2021-1-148-167.