Khanty-Mansiysk (Yugorskaya) regional public organisation of the Free Economic Society of Russia (Deputy head)
Surgut, Russian Federation
Russian Federation
Russian Federation
The article presents the opportunities and risks of applying a client-centric approach to the activities of state and municipal bodies. It reveals the criteria for interaction between each client, that is, a citizen, and the state in accordance with standards developed on the general principles and values approved in the Declaration of Values of Client-Centricity (the declaration aims to proclaim the transition to client-centric public administration and the establishment of state functions and services based on effective and comfortable cooperation between the state and the individual through an analysis of the necessary current needs and experience of the individual as a client). The main priority areas for increasing the client-focusedness of civil servants are considered. An overview of international practices in using various digital technologies in planning, monitoring, and evaluating the performance of government agencies is presented. The authors analyze the advantages and challenges of digitalization of the public sector in the Russian Federation. The article presents proposals for strengthening the client-centricity of civil servants.
client-centric approach in the activities of state and municipal bodies, means of client-centric approach in state and municipal governments, quality of services of state bodies
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