Digitalisation of interaction with the state as assessed by citizens[Цифровизация Взаимодействия С Государством В Оценках Граждан]

The scientific report presents a study conducted by the Center for Public Administration Technologies of the Institute of Applied Economic Research of the RANEPA. The relevance of research. Currently, at the initiative of the state, the use of digital technologies in the field of public administration is actively developing. In particular, to improve the processes of interaction between government agencies and institutions and citizens. In particular, to complete successfully this task, it is necessary to maximize the consideration assessment of its solution by citizens as its beneficiaries. The purpose of the study is to assess the effects and risks of digitalization of public administration from the perspective of citizens. The subject of the study is the perception by citizens of the process of digital interaction with government agencies and institutions. The main research method is an all-Russian sociological telephone survey of the population aged 18 years and older (conducted in 2023), as well as a comparison of the results obtained with the survey data conducted in 2022. Based on the results of the study, the dynamics of citizens' assessments of achievements, risks, and prospects for the digitalization of interaction with the state were identified. The study allows us to draw the following conclusions. Among the population, the possibilities of digital technologies are widely used in interaction with government agencies and institutions: for 2023, 86.0% of respondents used digital technologies, namely official portals, digital platforms, and mobile applications, in their interaction with state and municipal agencies and institutions. At the same time, the results of the survey confirmed the existence of discrimination against entire groups of the population based on the availability of digital formats for them. An increase in the proportion of respondents who noted the positive impact of digitalization in general on their lives is recorded for all socio-demographic groups. However, you have to keep in mind: most citizens consider the level of risks created by the digitalization of public administration to be high. Of greatest concern are the risks of leakage of personal data. Nevertheless, over the past year, for all the identified risks, there has been a decrease in the level of citizens' fears, especially with regard to the risks of digital discrimination. The respondents’ assessments of the risks of digitalization of public administration are influenced by the level of their digital literacy, personal experience of digital interaction with government agencies and institutions, as well as their level of trust in government agencies and institutions. Over the past year, there has been a positive trend in the willingness of citizens to interact with the state using digital technologies on any issue. The scientific novelty is determined by obtaining and analysing relevant sociological information on the assessments and dynamics of citizens' assessments of the achievements, risks, and prospects of digitalization in their interactions with the state. At the same time, the citizens' assessment of such interaction was conducted not only for the state function of providing administrative public services, but also for all types of public functions where interaction between the state and citizens is expected. Recommendations based on the results of the study can be used to monitor, evaluate and adjust the federal project "Digital Public Administration".