DIGITAL MEDIATION TOOLS IN RESOLVING SOCIAL CONFLICTS WITHIN THE PUBLIC ADMINISTRATION SYSTEM

Abstract

This study examines the use of digital mediation tools to resolve social conflicts within the public administration system, emphasising their growing importance in the context of the global digital transformation of governance. The research focuses on the integration of online platforms, artificial intelligence technologies and digital communication formats into public governance mechanisms for resolving conflicts. The primary aim of the research is threefold: to assess the effectiveness of digital mediation tools; to determine the level of trust in these mechanisms; and to propose a methodological framework for their evaluation, with a particular focus on the Ukrainian context during wartime recovery and governance decentralisation. In order to achieve these objectives, the authors employed a comprehensive research methodology that includes comparative analysis, content analysis, sociological surveys, and mathematical modelling. The comparative analysis focused on international experiences from countries such as Estonia, Germany, Canada, Singapore, and Ukraine, with a view to identifying best practices in digital mediation implementation. A content analysis of digital platforms was conducted to assess functionality, interactivity, and usability. A sociological survey was conducted, with 200 respondents including public officials, local community members, and mediators. The aim of the survey was to capture perceptions regarding trust, accessibility, and barriers to participation. The development of three key indices was enabled by mathematical modelling: the Index of Digital Mediation Accessibility (IDM), the Index of Digital Mediation Effectiveness (IEM), and the Index of Stakeholder Satisfaction (ISM). Collectively, these indices form a Composite Digital Mediation Index (CEM), the purpose of which is to quantify overall effectiveness. The findings indicate that digital mediation is gaining traction in public administration, facilitating transparent dialogue, broader participation, and efficient conflict resolution processes. In Ukraine, the VzaemoDIA platform and other online consultation tools have become instrumental in fostering civic engagement, particularly in regions affected by conflict or remote communities. The Composite Index calculated in the study indicated an 75% effectiveness rate, with the highest performance recorded in the stakeholder satisfaction component (83%). These results indicate that Ukrainian society is prepared to adopt digital conflict resolution tools, although there is a necessity for consideration of digital inequality, digital literacy, and data security. The study concludes that, although digital mediation cannot replace traditional methods entirely, it is a vital addition to modern governance, particularly in times of crisis. To maximise impact, policy measures should prioritise integration with broader e-governance systems, as well as providing training for public officials and citizens, developing cybersecurity infrastructure, and legally regulating online mediation processes. This study makes a valuable contribution to academic discourse by proposing a replicable evaluation framework and offering insights into Ukraine's distinctive experience of managing digital conflicts during wartime.