Prioritizing the reengineering of the public services (on the example of the Leningrad region)

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KONSTANTIN ALEXANDROVICH AGAFONOV^а

^а“Mimir Engineering”

NATALIA EVGENIEVNA GORELOVA^b

^b“Larssen Piling”

EKATERINA VIKTOROVNA IVANOVA^c

^cMichurinsk State Agrarian University

ALEXEY VLADIMIROVICH KAZAKOV^d

^dPJSC Bank “FK Otkrytiye”

ZHANBOLAT ZHANDARBEKOVICH KAKISHEV^e

^eCity Center for Investment Development “AstanaInvest”

ALENA VLADIMIROVNA PLISKINA^f

^fRussian Agricultural Bank

SERGEY ALEXANDROVICH PODGORNY^g

^gDubna State University

DOI: 10.22394/2070-8378-2021-23-6-14-22

Abstract:
The authors summarized the experience and statistics previously obtained by the executive authorities of the Leningrad Region in the areas of reengineering and digitalization of public service delivery processes. A five-factor ranking formula has been developed, which served as the basis for a new model for prioritizing the reengineering of public services. For the first time, a “bureaucracy coefficient” was formulated, based on six criteria directly related to the regulation of processes in the executive authorities. The authors draw attention to the feasibility of using business indicators when implementing the concept of a “client-centered state” in practice.

Keywords:
government services, reengineering, prioritizing, Multifunctional Public Service Centre (MPSC), customer satisfaction index (CSI)

Received:
July 30, 2021

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