Improving the institutional mechanism for digitalization of public administrative services in Ukraine

Анотація

This article examines the institutional mechanisms for the digitalization of public administrative services in Ukraine amid the challenges of war, European integration, and growing public expectations for fast, secure, and barrier-free interaction with the state. The aim of the article is to justify directions for improving the institutional mechanism for digitizing public administrative services by analyzing its regulatory, organizational, technological, resource, and communication components. The methodological framework consists of systemic, institutional, service-oriented, and structural-functional approaches, as well as methods of generalization, comparative analysis, logical interpretation, and institutional systematization. It is revealed that the current mechanism is built around the legislative enshrinement of electronic public services, the operation of the Diya Portal, electronic identification, interagency interaction among registries, the development of Administrative Service Centers (ASCs), and the gradual transition to comprehensive, automated services. At the same time, it is evident that the quantitative expansion of digital services does not eliminate problems such as registry fragmentation, uneven digital capacity among communities, varying levels of service accessibility for vulnerable groups, cyber risks, a lack of uniform quality standards, and limited institutionalization of feedback. It is proposed to view the improvement of the mechanism as a transition from the «digitization of individual procedures» model to the «life-situation-based digital service» model, which combines the principles of «once-only», «digital by default», «human-centered design», accessibility, cyber resilience, and performance evaluation. The practical value lies in the ability of state and local government bodies to use the proposed approaches when planning the digital transformation of public administrative services. Emphasis is placed on integrating a nationwide platform, local communities’ digital capacity, and service quality standards. Keywords: digitalization, public administrative services, institutional mechanism, e-government, Diya, quality of administrative services, digital transformation, digital technologies.

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