Round table "Digital Transformation of Public administration: trends and risks"
The Russian State University for the Humanities organized conference of "Social Contract in Modern Russia: Points of Agreement and Points of Tension". It included a round table meeting "Digital Transformation of Public Administration: Trends and Risks" which was held in the Analytical Center under the Government of the Russian Federation in a hybrid format. Leading researcher of the International Laboratory for Digital Transformation in Public Administration (HSE University) Anna Sanina participated in the round table.
The round table discussion covered different topics, including the experience of creating new services for citizens by federal and regional authorities; current digital sociological tools that identify problems and analyze feedback from citizens; the results of Russian and international research on the problems of digital public administration and the prospects for the development of public services. Head of the Development Center "State for People" at the Analytical Center under the Government of the Russian Federation A.A. Mironova made a welcoming speech as the round table moderator.
The first block of the round table program was devoted to the best regional practices. The representative of the Khanty-Mansiysk Autonomous Okrug – Yugra, P.S. Volkov, presented the experience of centralization and digitalization of anti-corruption processes based on the state personnel management information system and the Ugra Team management portal, which significantly reduced decision-making time, minimized paperwork and increased the efficiency of a small team with a massive volume of documents.
The practices of St. Petersburg, Rostov and Kursk regions have demonstrated various models for the implementation of integrated services tailored to the needs of citizens. The head of the St. Petersburg RCO, N.E. Ivanova, showed how the methodology of service design, sociological research and the principles of an integrated approach make it possible to create scalable life situations, including "My house is an object of cultural heritage." Representative of the Rostov region A.A. Shashkin spoke about the "single statement" service which significantly reduces the number of requests and makes the process of obtaining support measures manageable and transparent. In turn, the experience of the Kursk region, presented by A.N. Abolmasov, showed how a single digital profile in conditions of high workload and emergency situations can provide personalized information and support to residents of border territories.
O.N. Tsvetkova, a representative of the Lipetsk Region, highlighted the transition from individual digital services to full-life situations implemented through the federal portal of Public services. The emphasis was placed on the fact that the successful implementation of such services requires deep work with internal users, joint development with the Multifunctional center and the involvement of youth teams, which improves the quality of services and accelerates their implementation at both the regional and federal levels.
The second block mainly presented solutions and research aimed at improving the quality of human capital management and developing analytical tools in the public sector. The President of the Public Opinion Foundation, A.A. Oslon, presented the Mental Well-Being Index, which makes it possible to typologize employees based on mass surveys, identify risk groups, and compare organizations according to the in-depth parameters of staff health. F.V. Gavrichenko showed how the Caring Person platform, through systematic collection and analysis of survey data in a single digital environment, allows authorities and employers to measure employee sentiment, build targeted communications, increase loyalty and attract young staff.
M.A. Tarasova spoke about the possibilities of intelligent data processing, presenting the analytical software "StatMR", which automates the calculation of customer experience metrics, the construction of cross-tables and the analysis of open responses using AI. This tool significantly reduces the labor costs of researchers and provides government agencies with fast analytical insights without the need for complex statistical software.
The practical dimension of staff well-being was complemented by I.S. Makusheva, who presented a project for psychological support for FAS employees, which revealed that about a quarter of layoffs are related to burnout and conflict, and the introduction of regular psychological training reduces the level of personnel losses for these reasons by about 10% and creates a more stable culture of seeking psychological support..
I.Sh. Rysaev emphasized that the training of managerial personnel should be based on the development of digital competencies, modular practice-oriented training, teamwork skills and skills, while the lack of digitalization of organizations, gaps in the regulatory framework and the lack of digital culture of managers remain serious barriers.
G.A. Menshikova presented the results of focus groups with students on the perception of the Gosuslugi portal. While the overall assessment was positive, participants noted an increase in technical failures, fraud-related fears, and a lack of a clear understanding of how to formulate requests for new services. As a result, it was concluded that the concept of "hybridity" of digital and offline channels remains more of a metaphor than an established management model.
M.V. Shutova spoke about how digital employee gratitude turns into a valuable array of data about the hidden connections and values of the team, allowing without additional financial incentives to reduce internal conflict, form motivation and manage the organization taking into account the local context.
Leading researcher of the International Laboratory for Digital Transformation in Public Administration (HSE University) A.G. Sanina presented the results of a cross-country analysis of the emotional determinants of digital interaction, emphasizing that emotions are a key factor in the adoption of digital services, determine trust in the state and should be included in the metrics of the effectiveness of digital platforms along with speed and convenience.
The block was completed by A.A. Shalamov, who demonstrated a digital service for electronic conclusion of civil law contracts through integration with Rabota Rossii and Gosklyuch. It was concluded that the transfer of contracts to electronic format makes it possible to significantly reduce the processing time and the number of visits by performers, reduce costs and the volume of paper document flow, while increasing the satisfaction of internal customers.
