Strategic directions for modernization of the administrative services provision system during the transformation of the administrative environment

Abstract

The article examines the strategic directions of modernization of the system of administrative services in Ukraine during the transformation of the administrative environment and taking into account the experience of martial law. The need for a comprehensive rethinking of the interaction between the state and the citizen on the principles of adaptability, inclusiveness, continuity of service and proactive resolution of specific life situations of a person is substantiated. Key strategic vectors for reforming the service system for providing administrative services have been identified. The first vector is aimed at strengthening the institutional stability of the ASC network, which involves duplicating infrastructure, developing crisis protocols, and legally establishing the status of a «mobile administrator» with the possibility of authorized offline access to registers. The second vector is associated with the implementation of a proactive model of «life events» through automatic data exchange in the Trembita system and the Diya application, as well as the implementation of the «Once-Only» principle. The third vector covers a radical reform of personnel policy and the transformation of the administrator’s role into a professional service manager. A target model of personnel competencies has been proposed, which integrates hard skills (legal and digital literacy), soft skills (empathy, conflictology), self-management (stress tolerance), and service culture. Special attention is paid to interaction with public and expert sectors to organize an independent audit of service quality, eliminate «bottlenecks» and create regional educational hubs. A separate priority is the development of «digital inclusion» through the transformation of ASC spaces into digital education centers, as well as the transition to the «Smart Governance» model, which involves the involvement of artificial intelligence and predictive analytics of big data for preventive detection of delays and automatic optimization of administrative regulations.