USING THE PRINCIPLE OF CUSTOMER-CENTRICITY IN PUBLIC ADMINISTRATION: AGENDA FOR IMPLEMENTATION

Abstract

Customer-centricity (client-centricity) is a new concept for Russian public governance. However, since 2022, the implementation of the relevant principles has been brought to the level of a national strategic initiative. The article proposes an analysis of the issues to be considered when implementing customer-centricity in the practice of government agencies and institutions. The article examines the concept of customer-centricity, its relationship with digitalization, differences in the expectations and behavior of private and business clients, the role of the competencies of civil servants, the problems of achieving a positive effect for clients and returning the choice between strict regulation and the variability of public services. Given the lack of confirmed best practice, finding answers to these questions can become a challenge that affects the entire system of relations and mechanisms of public administration.