Participation of citizens in using digital government services in Russian regions

Abstract

The article is devoted to the study of the inclusion of citizens in the process of obtaining public services in the subjects of the Russian Federation. The purpose of the study is to identify the most successful examples of citizen-state interactions in the digital environment. The object is digital platforms. The subject is services developed for such Russian regions as Moscow, St. Petersburg, Nizhny Novgorod Region, Sverdlovsk Region, Krasnodar Territory, Stavropol Territory, Primorsky Territory. The portals "Active Citizen" (Moscow), "Unified Map of St. Petersburg (ECP)", "Smart Sarov" (Nizhny Novgorod region) were selected as the most illustrative examples. The article also analyzes the materials of a series of non-standardized interviews on the topic "The problem of trust in the digital environment" with representatives of the scientific sphere, public authorities and services, entrepreneurs and practitioners in the field of information technology and expert focus groups on the topic "Features of interaction between the state and the citizen in the digital environment", conducted in 2023-2024. The main difficulties faced by citizens in the process of obtaining electronic public services are identified, as well as the transfer of a number of service functions from platforms to official public and chatbots of regional and municipal authorities.