Standardization and digitalization of personnel processes in public authorities considering the principle of customer-centricity

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NADEZHDA MIKHAILOVNA SLADKOVA^а
OLGA ALEKSANDROVNA VOSKRESENSKAIA^а

^аFSBI “All-Russian Scientific-Research Institute of Labor” of the Ministry of Labor and Social Protection of the Russian Federation

DOI: 10.22394/2070-8378-2021-23-5-80-91

Abstract:
The article presents the process of automation of personnel processes in public authorities based on one of the essential principles of customer-centricity. This approach involves the implementation of any services (external and internal) considering the needs of customers. The article studies the needs of HR departments’ employees, top-level managers of public authorities in the field of standardization of personnel processes, and use of personnel information systems, including obtaining HR analytics. The analysis allowed to make some suggestions for improving the Unified Information System for Personnel Management of the State Civil Service of the Russian Federation (EISUKS). The authors believe that modeling the EISUKS architecture is necessary to support and provide essential personnel standardized processes as well as services for different target groups.

Keywords:
state civil service, personnel processes, personnel process standards, HR-analytics, performance monitoring, information system, EISUKS, customer-centricity

Received:
September 8, 2021

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