USING THE PRINCIPLE OF CUSTOMER-CENTRICITY IN PUBLIC ADMINISTRATION: AGENDA FOR IMPLEMENTATION

IF 0.2 Q4 PUBLIC ADMINISTRATION

Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues Pub Date : 2023-01-01 DOI:10.17323/1999-5431-2023-0-3-7-25

Alexey Kalinin

引用次数: 0

Abstract

Customer-centricity (client-centricity) is a new concept for Russian public governance. However, since 2022, the implementation of the relevant principles has been brought to the level of a national strategic initiative. The article proposes an analysis of the issues to be considered when implementing customer-centricity in the practice of government agencies and institutions. The article examines the concept of customer-centricity, its relationship with digitalization, differences in the expectations and behavior of private and business clients, the role of the competencies of civil servants, the problems of achieving a positive effect for clients and returning the choice between strict regulation and the variability of public services. Given the lack of confirmed best practice, finding answers to these questions can become a challenge that affects the entire system of relations and mechanisms of public administration.

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在公共行政中运用以顾客为中心的原则:实施议程

以客户为中心(client-centricity)是俄罗斯公共治理的新概念。然而，自2022年以来，相关原则的实施已被提升为国家战略举措。本文分析了政府机关事业单位在实施以客户为中心的实践中应考虑的问题。本文考察了以客户为中心的概念、与数字化的关系、私人和商业客户的期望和行为差异、公务员能力的作用、为客户实现积极影响以及在严格监管和公共服务的可变性之间做出选择的问题。由于缺乏确定的最佳做法，寻找这些问题的答案可能成为一项挑战，影响到整个关系系统和公共行政机制。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Voprosy Gosudarstvennogo i Munitsipalnogo Upravleniya-Public Administration Issues PUBLIC ADMINISTRATION-

CiteScore

1.10

自引率

33.30%

发文量

期刊介绍： PUBLIC ADMINISTRATION ISSUES is a scientific peer-reviewed journal published by the National Research University High School of Economics (NRU HSE).The journal is published quarterly in Russian, and contains original articles by Russian and foreign authors. In addition, a special English language issue containing original articles by Russian and foreign authors has been published since 2014. The editorial board consists of leading Russian and foreign scientists in the field of public administration as well as prominent practitioners. The journal is indexed in the international databases: Scopus, RePEc, EBSCOand the Russian Science Citation Index (RSCI) on the platform of Web of Science. In addition, the journal is on the list of key peer-reviewed scientific journals and publications that the Higher Certification (Attestation) Commission in the RF Education Ministry recommends for publishing the main scientific results of theses for PhD and doctoral degrees in Economics, Sociology and Law. The journal focuses on the following subject areas: − Current theories of public administration. − Theoretical fundamentals of economic and social policy − Factors and Assessment of efficiency in public and municipal administration. − Innovations in the system of public and municipal administration. − Planning and forecasting in the system of public and municipal administration. − Staff of the state and municipal service. Management of personnel in public and municipal bodies and in organizations of the public sectors. − Financial, logistical and information resources of the state and municipalities. − Public service. − Functional features of public sector organizations. − Partnership of the state and municipalities with nongovernmental nonprofit organizations. Economic and administrative challenges facing “third sector.” - Development of education programs on public administration.