DIGITAL TRANSFORMATION OF THE STATE AND MUNICIPAL SERVICES DELIVERY PROCESS
The article is devoted to the study of the problems of digital transformation of public services and the development of proposals for improving the process of providing state and municipal services. Digital transformation is considered as a systemic modernization of socio-economic and technological processes based on the use of modern business models that take into account new trends in data management using digital technologies to significantly increase efficiency and sustainability. The research used scientific methods of systems analysis, methods of synthesis and logic, methods of quantitative and qualitative analysis, statistical and comparative analysis of data. The information base of the study was composed of analytical articles and statistical data reflecting the development of the information society in the Russian Federation. The results of the analysis showed that at the moment we can talk about an increase in the quality of services provided and, as a result, an increase in the level of satisfaction of applicants. In order to improve the process of providing public services and improve the quality of their provision, it is necessary: to introduce a registry model for the provision of services, which presupposes the results of the provision of services to be recorded in the electronic register; consolidation and expansion of the extraterritorial principle of providing services, the introduction of the principles of proactivity; organization of alternative methods of providing services, the use of multichannel, the use of various channels in the process of providing one service; provision of services in accordance with the individually defined characteristics of the applicant.