Analysis of effectiveness of electronic governance of administrative services provision system

Source: compiled by [5, 7, 15, 24, 37].

In conclusion, we note that the successful practices of e-democracy in Ukraine, namely the use of the specified tools, have certain obstacles, in particular: low level of their systematic actualization and implementation; the lack of interactive content on the websites of public authorities and the variety of e-democracy tools, which is one of the factors that reduces the scale of the use of services by citizens;

lack of financial resources and insufficient number of national programs for the introduction of e-democracy. Most successful solutions in the field of e-democracy were developed by volunteers or supported by donors;

low awareness and literacy of citizens regarding the tools of e-democracy and their insufficient coverage in the mass media regarding the advantages of ICT, which leads to their underuse;

inconsistency of political will among government officials regarding the combination and promotion of e-democracy tools. Lack of political will is often explained by false assumptions, fear, lack necessary experience and skills among civil servants. It is in such cases that education and awareness building will come in handy.

In order to achieve this, the following recommendations should be taken into account for subjects of public administration subjects (suggestions should be presented with a picture):

civil society institutions should continue to support the role of a proactive position in education, social innovation, dissemination and monitoring of the expanded menu of "e-democracy tools" available to the Ukrainian public and public authorities;

public authorities at all levels (in particular, the Cabinet of Ministers of Ukraine, the Verkhovna Rada of Ukraine and local self-government bodies) should proactively and systematically integrate existing and new online tools to increase their transparency, accountability and stimulate citizen participation in the creation of public policy and adoption decisions;

it is necessary to systematically allocate resources from the state budget and through the partnership of citizens and businesses for the emergence and implementation of initiatives from electronic democracy;

more online tools in the field of e-participation and accountability should be developed, promoted and used across the country and with all interested public administration entities;

it is necessary to develop targeted online and offline training of civil servants, local self-government officials, representatives of public organizations and mass media in order to better understand, acquire experience and skills on the subject of electronic democracy;

more citizen awareness and e-literacy campaigns should be initiated and conducted to encourage the use of e-democracy tools by the public;

active successful practices of e-democracy should be documented and studied and distributed online through manuals, educational materials and mass media;

new e-democracy tools should be carefully designed, cost-effective, user- friendly, impact democratic processes and provide easy and equal access to use for all citizens of Ukraine, including those with special needs and living in remote regions with limited internet access.

Thus, the use of digital technologies creates prerequisites for the transformation of the functions of public authorities, the development of the institutional architecture of public administration entities, which will ensure effective interaction between the state, business and civil society.

Therefore, with the aim of further effective integration of Ukrainian society into the European one, including by improving the system of providing public services, it is necessary to form a new model through the use of appropriate scientifically based and normatively defined tools based on the introduction of modern technologies of network interaction, in particular information and communication technologies. The use of the latest information and communication technologies in the process of providing public services contributes to the development of open and transparent public administration. The introduction of electronic services will allow every citizen, business representative and authorities to significantly reduce financial and time costs. Despite the wide implementation and high popularity of e-services in the world, there are still differences between different countries in the approaches to implementation electronic governance in their activities. Any assessment of the development and effectiveness of the application of management technologies of electronic government in the process of providing public services is subjective and based on assumptions, because the receipt of electronic services is uneven and does not involve the receipt of profit.

There is a system of open data and electronic services integral part of the processes of informatization of society and necessary in light of the development of technologies. It is only a matter of time until every citizen has access to the Internet, borders are being erased, which causes the need to develop technologies as a means of communication. Therefore, the authorities of Ukraine should focus on implementing e-governance in their activities and some of their own efforts - for education and popularization of the information society as a whole.

Volunteer Portal of public services iGov.org.ua was created by a team of volunteers for maximum changes in the processes of interaction during the provision of services between citizens and the state, and the Unified State Portal for Management and Strategic Services was built solely due to the need for its introduction in accordance with international standards for the development of democracy in the country and the current legislation of Ukraine. That is, the motivator in the development of the first portal is ordinary citizens, and the stimulator in the development of the second is there is a prescribed norm of the Law of Ukraine "On Administrative Services". Regardless of who is the initiator introduction of the provision of electronic services through the relevant portals, one of the decisive factors is the legislative regulation of the activity of this or that portal, as well as the technologies and approaches used in the construction of its structure. It is the structure of the portal that gives impetus to the complexity of its further development. The architecture should be built in such a way that if the initial team cannot finalize it, then anyone can take on the further development of this portal. The use of outdated technologies will lead to the fact that, under the influence of the ultra-fast development of information and telecommunication networks, too many funds will have to be invested in its modernization. Also, from the very beginning, the portal should be based on the principle of universality, the ability to integrate into any network and provide access for independent integration of other systems.

The improvement of the Unified state portal of administrative services should also take place in the direction of expanding the list of services that are provided online. The portal should provide citizens with those services that are most in demand for them. According to statistics on the number of services provided and sociological results Surveys determined the list of administrative services that are the most necessary and popular among citizens. Such administrative services are:

1) obtaining passports and other contacts with the State Migration Service;

2) use of the Diya application or portal;

3) receiving subsidies, benefits and social benefits;

4) issues of personal transport (driver's license, car sale, payment of fines;

5) paid services for obtaining information from state registers or obtaining digital extracts;

6) the portal of electronic services of the Pension Fund;

7) issues related to a private enterprise (Registration, single tax, reporting);

8) taxpayer's office;

9) issues related to the conduct of business of a firm or company (LLC) (registration, taxes or other payments);

10) birth certificate, accompanying documents;

11) admission to a higher education institution;

12) change of election address;

13) issues of construction;

14) issues of commercial transport (licenses, transport permits).

These administrative services are the most popular among citizens, since any person in his daily life faces the need to receive this or that service at a certain stage of his life. We believe that the transfer of the above-mentioned services to full electronic access is of crucial importance for simplifying the interaction of citizens and state bodies. Naturally, all these services should have their own way of submitting documents, since in many cases these services require the physical presence of citizens to receive these services. Taking into account the experience of the Unified State Portal of Administrative Services, the developers of the portal were not based on the need for services, and from the "ease" of their introduction, since the services of the Ministry of Economic Development and Trade are quite specific and not mass-produced. Of course, they facilitate the processes of obtaining licenses for businesses, but they are not used by ordinary citizens in everyday life. In this case, it is worth focusing your attention on expanding the list of administrative services provided through the Unified State Portal of Administrative Services.

It is recommended to introduce on the Unified State Portal of Administrative Services a service for obtaining administrative services based on life circumstances and business situations and providing complex administrative services based on one application.

In addition, as of today, it is absolutely necessary to provide the possibility of registration in the office of the service provider to structural units of regional state authorities and local self-government bodies. After all, according to the notification of the technical administrator of the Unified State Portal of Administrative Services, the portal currently integrates into its system only central bodies of executive power, and for local bodies that provide administrative services in accordance with the law, the technical settings have not yet been developed.

For example, every citizen who used the service may receive a letter from a survey about the quality of service provision. Also, in our opinion, it should be possible to leave feedback about the service. Such evaluation methods will allow not only to improve the system itself, but and will allow us to understand the bottlenecks in the process of providing this or that service, which is no less important if we start from the paradigm that government bodies should be perceived as service. In this regard, the Unified State Portal of Administrative Services does not provide an opportunity to evaluate the quality of the services provided and/or to leave feedback or provide suggestions for improving the service. Therefore, for the complex interaction of recipients of administrative services and entities providing administrative services, it is worth adding such an opportunity. In our opinion, service evaluation is important in the process of providing public services.

However, when talking about the digitization of services, it should be understood that digitization involves not only transferring 100% of public services for ordinary citizens and businesses online, but primarily providing 100% of settlements and their social facilities with access to high-speed Internet and attracting millions Ukrainians to the program for the development of digital skills and competencies [8, p. 96].

During the last year, the most popular requests from the state electronic services on the portal or from the "Dim" application were: registration of IDP status and application for appointment of IDP status; obtaining an OK-5 or OK-7 certificate; pension certificate in the Dim mobile application; application for participation in the preferential mortgage lending program for IDPs; application for extension or termination of aid to IDPs; appointment or recalculation of pension; application for housing subsidy; registration for consultation on child adoption.

The President of Ukraine V. Zelenskyi announced the new eSmartphone program, which provides for the allocation of smartphones at a discounted rate to all vaccinated citizens of Ukraine over 60 years of age. The program will cover about 8.5 million people [38].

Modernization of the system of public administration in Ukraine with the help of ICT-technologies should involve reforming the following areas:

improvement of electronic document flow through: development of the system of internal electronic document flow in public authorities and the system of electronic interaction of executive authorities; introduction of the state electronic archive and electronic archives of public authorities, determination of the order of archival storage of electronic documents; definition of requirements for the format of a unified information object intended for the exchange of electronic documents; determination of the order of acceptance and transfer of electronic documents to state archival institutions;

improvement of electronic interaction through: development of

organizational, technical and semantic interoperability of information and telecommunication systems of state authorities; introduction of a system of electronic interaction of state electronic information resources; development of electronic interaction of subjects of power based on the system of electronic interaction of state electronic information resources;

development of electronic governance in the following spheres of public life: health care, social protection, education and science, financial and budget policy, electoral sphere, protection of human rights and freedoms, transport and infrastructure, ecology and natural resources, in the field of regional and local development and territorial organization of power, etc. [39].

The four priorities of the formation of a new system of providing administrative services in the conditions of decentralization include: the creation of integrated "transparent offices" in the form of CPASs in new administrative centers of UTC; organization of activities in integrated CPAS UTC on the principles of quality-based management; development of electronic services in the field of administrative services; formation of a system of complex control activities in the field of providing administrative services [6, p. 221].

Costs of public authorities for the exercise of power through the use of modern innovative approaches and ICT technologies (including the Internet of Things, Blockchain, about bile ID, cloud infrastructure, sharing economy, processing of large volumes of data (Big Data), the principles of "one-time entry of information", "digital by default" and "compatibility by default", the application of promising forms of task organization and e-government development projects, in particular through the introduction of public-private partnerships.

Throughout the formation and implementation of state policy in the field of public services in Ukraine, a number of relevant measures have been implemented in the context of the implementation of defined tasks regarding the further development of this field with the e-government. Thus, the principle of providing administrative services by means of electronic government through the so-called "single window" system, i.e. through administrative service provision centers (ASPCs), which in turn allows applicants to receive administrative services from all public bodies in one place 6 days a week, was first introduced state and local authorities through universal employees - administrators, which in turn allows saving both financial and time resources of applicants. The next step in the field of reforming the sphere of providing administrative services by means of electronic governance was the transfer of their provision to an electronic format, that is, their provision through the system of the Unified state portal administrative services. The electronic method of providing services provides an opportunity for the applicant to receive the necessary service in the mode online at any convenient time according to the principle of 24 hours and 7 days a week, without visiting the authority or CPASs.

Thus, the primary tasks and areas of improvement of state policy in the field of providing administrative services by means of electronic government are:

continuation of the decentralization of the process of providing administrative services by means of electronic government and further development of the CPASs network in accordance with the existing needs of the subjects of appeals;

the introduction of information and communication technologies into the administrative service provision system and the automation of the procedure for their provision, namely the development of the provision of electronic services, online counseling, preliminary electronic registration, electronic queue, electronic document flow, etc.;

improving the quality of the provision of administrative services by means of electronic governance, namely: improving the existing requirements (standard) for the provision of administrative services; establishment of close and effective feedback with the subjects of appeals and their involvement in monitoring the quality of the provision of administrative services; improvement of the system of monitoring and evaluation of the quality of provision of administrative services by means of electronic government.

The main areas of improvement of the separate normative-legal, administrative-organizational, financial-economic and informational- motivational mechanisms for the provision of administrative services by means of electronic government in Ukraine are shown in fig. 5.

The use of electronic administrative services is convenient for the subjects of their receipt - individuals and legal entities, because the registration of the service from a home or work computer is much faster than visiting the offices of state institutions and filling out papers. That administrative services in electronic format minimize corruption risks, because they eliminate the need for personal contact of individuals and legal entities with government officials.

Fig. 5. Directions for improving the mechanisms for providing administrative services by means of electronic government

In the context of the further development of the regulatory and legal mechanism for the provision of administrative services in Ukraine, it is worth noting the recommendatory and mandatory acts of the EU, which are subject to implementation into Ukrainian legislation on the basis of the current Association Agreement. For this purpose, the Government is developing action plans for the implementation of individual directives, for example, "Implementation Plan of Directive 98/84/EC of the European Parliament and of the Council on the legal protection of services based on or containing conditional access and Directive 2000/31/EC of the European Parliament and of the Council on certain legal aspects of information society services, in particular electronic commerce in the domestic market" [40].

It should be noted that the regulatory and legal support of the system of providing administrative services by means of electronic governance in modern conditions is not fully regulated. The law defines separate limits management of the system, namely the Centers and the Portal, the formation of registers, administrative fees, etc.

Forming new relationships between the subjects of the appeal and state administration bodies, in which the rights and freedoms of citizens are a priority, it is necessary to create appropriate conditions under which the system will allow their implementation. In view of this, the priority directions for improving the system of providing administrative services by means of e-government are:

ensuring the interoperability of the system of interdepartmental interaction with the system databases (registers) of other state administration bodies and defining at the legislative level the requirements for mandatory connection to the specified system of all databases (registers) of state administration bodies;

creation of effective interdepartmental interaction, which should ensure obtaining information necessary for the provision of administrative services, and seamless interaction between databases of other public administration bodies in automatic mode;

the formation of information technologies through the integration of state information systems of state administration bodies, the state institution "Government Contact Center" and ensuring the further functioning and improvement of this infrastructure, the problem for public administration bodies both at the regional and local levels that only budget funds are fully justified is will not be sufficient to ensure compliance with the requirements of the law.

At the same time, financial and other support for the activities of public administration bodies for the provision of administrative services is carried out exclusively at the expense of the State Budget of Ukraine, relevant local budgets [35], which, in particular, makes it impossible to use public-private partnership mechanisms for the purpose of additional financing and development of information technologies to provide administrative services in electronic form.

Thus, the development of electronic governance of the system of providing administrative services is also limited by budget funding. And even international technical assistance is now possible only indirectly through the budget, so international projects of direct provision of administrative services are illegal. All this in no way contributes to the effective and rapid transformation of the system of providing administrative services in electronic form.

Conclusion

From implementation of electronic governance, transition usual provision of administrative services to the electronic format is not just necessary, but absolutely necessary for the development of democracy in the country. Therefore, it is worth determining the priority actions of the government, which are necessary for the introduction of new information and communication technologies into the life of every citizen. The main results of improving the existing mechanisms for providing administrative services by means of electronic management in Ukraine should be an increase in the efficiency of public administration, because the transfer of administrative services to an electronic format contributes to its optimization, review of the processes of interaction between authorities, establishment of electronic interaction of state registers, which significantly reduces paper document circulation, frees up the time of civil servants for other tasks, reduces financial costs and promotes debureaucratization. Collaboration, focused innovation and follow-up to create an enabling climate for the development of e-democracy are key calls to action.

Thus, modern trends in the development of the information society require the system of providing administrative services with modern information and communication technologies, which allow network interaction of all parties in solving system problems, coordination of different and contradictory approaches to institutional-organizational, technical-technological, and resource support of the system of providing administrative services by means of e-government, but the transformation of the activities of public administration bodies into electronic form is limited by the conflicting nature of legislation on the one hand and budget funding on the other, which does not contribute to the rapid implementation and effective functioning of the system of providing administrative services by means of e- government.

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