THE INSTITUTIONAL APPROACH TO MANAGEMENT OF THE QUALITY OF PUBLIC SERVICES IN THE E-GOVERNMENT 5.0 SYSTEM

Abstract

This work elaborates on the evolution of public services as the key tool for implementing public policy in the conditions of digital transformation. The focus is on the transition from classical bureaucratic models to flexible digital approaches, such as Digital Era Governance, which are based on openness, accountability, and the formation of public value. The institutional foundations of public service quality are disclosed. It is defined not only by technical parameters but also by the state’s ability to meet citizens’ expectations through transparent, fair, and inclusive interaction. International experience of institutional implementation of e-government is analysed by the example of Estonia, South Korea, Denmark, and Singapore. The success of digital transformations depends on formalised strategies, regulatory support, organisational capabilities, and human capital. E-Government Development Index is considered a tool for assessing the digital maturity of countries; it is established that the quality of online services is still the most vulnerable component within the components of the index. The institutional and system approaches allow for the complex analysis of the process of managing public services’ quality in the context of digitalisation and the development of e-government. The methodological framework contains the combination of qualitative and quantitative methods: content analysis of regulatory documents and practices of the leading countries, comparative and correlation analysis of the E-Government Development Index, and the methods of observation and generalisation. The novel aspect of this work lies in the expansion of the institutional approach to the quality of public services through the concept of ocietal mapping and visibility, which allows forming policies oriented towards the real needs of citizens based on data. It is proven that a change in the paradigm of public governance lies in the transition to the model of participation, flexible services, and proactive reaction to social challenges, which form new aspects of the management of public services’ quality.