Adaptive management of the administrative services provision system in martial state conditions

Abstract

The effectiveness of the administrative services system in the state was analyzed, taking into account the security factor, which has become decisive for the stability of the entire public management system. The analysis allows you to identify hidden obstacles that arise at the intersection of technological algorithms and individual user experience of citizens. Based on the analysis of systemic obstacles that the state constantly solves under martial law, based on the analysis of the experience of the most affected regions, key barriers were identified and ways to minimize the impact on the functioning of the administrative services system were proposed. Four groups of key barriers to the functioning of the administrative services system were formed: security, infrastructure, personnel, digital. Most barriers are exogenous in nature, but their overcoming requires systemic internal transformations based on the technical autonomy of centers and the flexibility of personnel policy, which are determining factors for the viability of the entire network on a national scale. Along with physical and security obstacles, barriers to the consumption of electronic services remain a significant limitation to the development of a service state. Despite the high level of penetration of digital technologies, a significant part of citizens still prefer physical centers, often after unsuccessful attempts to independently obtain services online. This indicates the need for further simplification of digital interfaces and strengthening the role of ASCs as centers for increasing the digital literacy of the population. The identified obstacles to digital transformation prove that further modernization of the system should occur not so much by quantitatively increasing the list of electronic services, but by radically simplifying the algorithms for their receipt and increasing the fault tolerance of technical systems.