THE QUALITY MANAGEMENT OF PUBLIC SERVICES IN THE DIGITAL AGE

Анотація

This article looks into how modern digital technologies can significantly enhance the quality of public services and make governance in the public sector more efficient. It highlights the role of innovative digital platforms, like the “Diia” app, the “Smart City” concept, Internet of Things (IoT) technologies, electronic SIM cards (eSIM), and advancements in artificial intelligence and virtual/augmented reality. These tools foster better interaction between citizens and government bodies, standardize administrative processes, and promote greater transparency and accessibility in public services. The findings suggest that digitalization not only speeds up service delivery but also reduces bureaucratic hassles and boosts public trust in government institutions. The study examines specific examples of digital technology applications in Ukraine’s public sector: integration of services within “Kyiv Digital”, open budget platforms, the “Safe City” system, implementation of IoT solutions for resource management, and the use of VR/AR technologies in cultural, educational, and social spheres. The role of digital platforms in creating an interactive environment for citizens, implementing socially significant projects, and supporting international communication is highlighted. It is emphasized that the successful digitalization of public services is impossible without infrastructure development, high-speed connectivity, digital competencies of personnel, and protection of personal data. It is established that the implementation of digital solutions in public administration enhances the efficiency of administrative processes, integrates citizens into decision-making, ensures transparency and control, and fosters a systematic approach to public service quality management. At the same time, key challenges are identified, including uneven development of digital infrastructure, the digital divide among the population, and ethical aspects of automation. In conclusion, it is demonstrated that the comprehensive application of digital technologies creates conditions for adaptive, transparent, and high-quality public service delivery in the modern digital era.

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