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...

Descripción completa

Guardado en:

Detalles Bibliográficos
Autor principal:	E. V. Vasilieva
Formato:	article
Lenguaje:	RU
Publicado:	Publishing House of the State University of Management 2020
Materias:	customer experience digital maturity digital transformation innovations omnichannel public administration survey technological trends Sociology (General) HM401-1281 Economics as a science HB71-74
Acceso en línea:	https://doaj.org/article/27fb674e86994c2695589ef2e5ea825c
Etiquetas:	Agregar Etiqueta Sin Etiquetas, Sea el primero en etiquetar este registro!

id	oai:doaj.org-article:27fb674e86994c2695589ef2e5ea825c
record_format	dspace
spelling	oai:doaj.org-article:27fb674e86994c2695589ef2e5ea825c2021-12-03T07:43:32ZPRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY1816-42772686-841510.26425/1816-4277-2020-4-5-13https://doaj.org/article/27fb674e86994c2695589ef2e5ea825c2020-06-01T00:00:00Zhttps://vestnik.guu.ru/jour/article/view/2176https://doaj.org/toc/1816-4277https://doaj.org/toc/2686-8415The 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.E. V. VasilievaPublishing House of the State University of Managementarticlecustomer experiencedigital maturitydigital transformationinnovationsomnichannelpublic administrationsurveytechnological trendsSociology (General)HM401-1281Economics as a scienceHB71-74RUВестник университета, Vol 0, Iss 4, Pp 5-13 (2020)
institution	DOAJ
collection	DOAJ
language	RU
topic	customer experience digital maturity digital transformation innovations omnichannel public administration survey technological trends Sociology (General) HM401-1281 Economics as a science HB71-74
spellingShingle	customer experience digital maturity digital transformation innovations omnichannel public administration survey technological trends Sociology (General) HM401-1281 Economics as a science HB71-74 E. V. Vasilieva PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY
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
author	E. V. Vasilieva
author_facet	E. V. Vasilieva
author_sort	E. V. Vasilieva
title	PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY
title_short	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_sort	principles of transition of public service to omnichannel digital strategy
publisher	Publishing House of the State University of Management
publishDate	2020
url	https://doaj.org/article/27fb674e86994c2695589ef2e5ea825c
work_keys_str_mv	AT evvasilieva principlesoftransitionofpublicservicetoomnichanneldigitalstrategy
_version_	1718373500675162112

PRINCIPLES OF TRANSITION OF PUBLIC SERVICE TO OMNICHANNEL DIGITAL STRATEGY

Ejemplares similares