PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY
The principles of formation of a digital organization and the main steps of transformation of customer experience in the field of public services on the basis of omnichannel have been defined. The basis for the implementation of digital principles should be changes in personnel management, including...
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| Format: | Article |
| Language: | English |
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Publishing House of the State University of Management
2020-06-01
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| Series: | Вестник университета |
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| Online Access: | https://vestnik.guu.ru/jour/article/view/2176 |
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| _version_ | 1832541786062454784 |
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| author | E. V. Vasilieva |
| author_facet | E. V. Vasilieva |
| author_sort | E. V. Vasilieva |
| collection | DOAJ |
| description | The principles of formation of a digital organization and the main steps of transformation of customer experience in the field of public services on the basis of omnichannel have been defined. The basis for the implementation of digital principles should be changes in personnel management, including a focus on engagement, motivation, result orientation, team building understanding of the client. The results of assessing the demand for technological trends that can be used to expand the composition of digital services of the public service have been presented in the article. The task of rapid implementation of digital interaction of public services in the simplification of the procedure of registration of documents has been highlighted separately. The key areas for improving the processes of interaction between citizens and the civil service, which can be created in digital form primarily, have been determined. The main principle of the selection of priority areas of application of technologies was the readiness of citizens to innovative changes (digital maturity), as well as the sufficiency of resource support for transformative processes. |
| format | Article |
| id | doaj-art-27fb674e86994c2695589ef2e5ea825c |
| institution | Kabale University |
| issn | 1816-4277 2686-8415 |
| language | English |
| publishDate | 2020-06-01 |
| publisher | Publishing House of the State University of Management |
| record_format | Article |
| series | Вестник университета |
| spelling | doaj-art-27fb674e86994c2695589ef2e5ea825c2025-02-04T08:28:03ZengPublishing House of the State University of ManagementВестник университета1816-42772686-84152020-06-010451310.26425/1816-4277-2020-4-5-131680PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGYE. V. Vasilieva0Financial University under the Government of the Russian FederationThe principles of formation of a digital organization and the main steps of transformation of customer experience in the field of public services on the basis of omnichannel have been defined. The basis for the implementation of digital principles should be changes in personnel management, including a focus on engagement, motivation, result orientation, team building understanding of the client. The results of assessing the demand for technological trends that can be used to expand the composition of digital services of the public service have been presented in the article. The task of rapid implementation of digital interaction of public services in the simplification of the procedure of registration of documents has been highlighted separately. The key areas for improving the processes of interaction between citizens and the civil service, which can be created in digital form primarily, have been determined. The main principle of the selection of priority areas of application of technologies was the readiness of citizens to innovative changes (digital maturity), as well as the sufficiency of resource support for transformative processes.https://vestnik.guu.ru/jour/article/view/2176customer experiencedigital maturitydigital transformationinnovationsomnichannelpublic administrationsurveytechnological trends |
| spellingShingle | E. V. Vasilieva PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY Вестник университета customer experience digital maturity digital transformation innovations omnichannel public administration survey technological trends |
| title | PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY |
| title_full | PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY |
| title_fullStr | PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY |
| title_full_unstemmed | PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY |
| title_short | PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY |
| title_sort | principles of transition of public service to omnichannel digital strategy |
| topic | customer experience digital maturity digital transformation innovations omnichannel public administration survey technological trends |
| url | https://vestnik.guu.ru/jour/article/view/2176 |
| work_keys_str_mv | AT evvasilieva principlesoftransitionofpublicservicetoomnichanneldigitalstrategy |