Public Services: Forced Digitalization in a Pandemic - The Nuances of Management


  • Zhiyang Lin Saint Petersburg State University, Department of International Relations
  • Olga Tarasova Nizhny Novgorod Dobrolyubov State Linguistic University, Department of Foreign Languages
  • Oksana Lomakina Kuban State Agrarian University named after I. T. Trubilin, Department of Management
  • Olga Li Perm State Research University, Department of Criminal Procedure and Criminalistics
  • Irina Gribkova Kuban State Technological University, Department of Cadastre and Geoengineering



digital divide, digitalization, efficiency of public services, EGDI index, SDGs


The aim of the article is to assess the digital transformation quantitatively and qualitatively in the management of public services against the background of the pandemic. The E-Government Development Index (EGDI) analog for evaluating the effectiveness of digital public services was developed. Qualitative and quantitative changes in digital transformation in the management of public services on the background of the pandemic were determined. It was found that no more extensive range of non-mandatory actions aimed at improving the client-oriented nature of public services and communication is observed in the innovative regions of the Russian Federation. It is established that the main transformations are qualitative, as the trend of increasing digitalization of public services was observed even before the pandemic, but during the pandemic the requirements for the expansion of such services, their efficiency, "customer centricity", and communication both within the organization and with users have increased.


András, B. & Gábor, B. (2021) Comparative analysis of evidence-based policies in the era of digitalization, Pro Publico Bono–Public Administration, 9(1), pp. 158-174.

Ansell, C., Sørensen, E. & Torfing, J. (2021) The COVID-19 pandemic as a game changer for public administration and leadership? The need for robust governance responses to turbulent problems, Public Management Review, 23(7), pp. 949-960,

Cordella, A. & Tempini, N. (2015) E-government and organizational change: Reappraising the role of ICT and bureaucracy in public service delivery, Government Information Quarterly, 32(3), pp. 279-286,

Corydon, B., Ganesan, V. & Lundqvist, M. (2016) Transforming government through digitization (New York: McKinsey), available at:,over%20%241%20trillion%20annually%20worldwide (June 29, 2022).

Department of Economic and Social Affairs (2020) United Nations E-Government Surveys: 2020 Digital Government in the Decade of Action for Sustainable Development (New York: United Nations, Department of Economic and Social Affairs), available at: (June 29, 2022).

Dostál, P. & Saey, P. (2000) Geography, public administration and governance, Belgeo, Revue belge de géographie, 2000(1-4), pp. 65-78,

Dunlop, C. A., Ongaro, E. & Baker, K. (2020) Researching COVID-19: A research agenda for public policy and administration scholars, Public Policy and Administration, 35(4), pp. 365-383,

Dvinskikh, D. Y., Dmitrieva, N. E., Zhulin, A. B., Plaksin, S. M., Pliss, M. A., Sinyatullina, L. K., Styrin, E. M. & Faiziev, S. A. (2019) Digital transformation of public administration: myths and reality. Report to XX April International Scientific Conference on the problems of economic and social development (Moscow: Higher School of Economics Publishing House).

European Commission (2019) Digital Economy and Society Index 2018, available at: (June 29, 2022).

Hassankhani, M., Alidadi, M., Sharifi, A. & Azhdari, A. (2021) Smart city and crisis management: Lessons for the COVID-19 pandemic, International Journal of Environmental Research and Public Health, 18(15),

Ivanova, M., Degtereva, V. & Lukin, G. (2019) Evaluation of digital transformation of government: Russian and international systems of indicators, In: Shchepinin, V. (ed.) Proceedings of the 2019 International SPBPU Scientific Conference on Innovations in Digital Economy (New York: Association for Computing Machinery), pp. 1-8,

Kaesmayr, J., Schorn, M. & Steidle, A. (2021) Acceleration factor pandemic: A synthesis of e-government maturity models and public administration employees' perspective, In: Popkova, E. (ed.) Central and Eastern European eDem and eGov Days (Chișinău: Instrument Bibliometric National Institutul de Dezvoltare a Societatii Informationale), pp.19-32,

Kamolov, S. G., Artemova, P. V. & Berezko, V. E. (2019) Shaping the systems of digital public governance of the digital economy in Russia and abroad, In: Popkova, E. (ed.) Ubiquitous computing and the Internet of Things: Prerequisites for the development of ICT (Cham: Springer), pp. 435-442,

Kossasy, S. O., Jufri, Y., Monia, F. A. & Kosassy, S. M. (2021) Public services in the Covid-19 pandemic situation, Proceeding the First International Conference on Government Education Management and Tourism (Bandung, Indonesia), 1(1), pp. 495-499.

Mar, Š. & Buzeti, J. (2021) Working in public administration during nonwork time during the COVID-19 pandemic, Central European Public Administration Review, 19(1), pp. 223-242,

Meijer, A. & Bolívar, M. P. R. (2016) Governing the smart city: a review of the literature on smart urban governance, International Review of Administrative Sciences, 82(2), pp. 392-408, /10.1177/0020852314564308.

Melnikova, T. S. (2016) Foreign experience of development and popularization of electronic government (Saratov: Nauka).

Min, K., Yoon, M. & Furuya, K. (2019) A Comparison of a smart city’s trends in urban planning before and after 2016 through keyword network analysis, Sustainability, 11(11), 10.3390/su11113155.

OECD (2016) Digital government strategies for transforming public services in the welfare areas, available at: (June 29, 2022).

OECD (2018) Embracing Innovation in Government. Global Trends (Paris: OECD Publishing), available at: (June 29, 2022).

Roberts, A. (2020) The third and fatal shock: How pandemic killed the millennial paradigm, Public Administration Review, 80(4), pp. 603-609,

Safiullin, N. A. & Svirezhev, K. A. (2020) Chatbot for information support of users of the portal of state and municipal services of the Russian Federation, Moscow Economic Journal, 1, pp. 471-480.

Stojanovska-Stefanova, A., Aleksoski, O. & Magdinceva Sopova, M. (2020) E-government and digital public services: The Macedonian case of digitalization, Sociobrains, 7(74), pp. 35-52.

Ullah, M., Habibi, E. & Nezami, H. (2021) COVID-19 and public administration: Global economic management, International Journal of Academic Research in Economics and Management and Sciences, 10(1), pp. 34-45.

United Nation E-Government Knowledgebase (2018) E-Government Development Index, available at: (June 29, 2022).

United Nations Division for Public Economic and Public Administration (2001) Benchmarking E-government: A global perspective: Assessing the UN member states, available at: (June 29, 2022).

Vassilakopoulou, P., Haug, A., Salvesen, L. M. & O. Pappas, I. (2022) Developing human/AI interactions for chat-based customer services: lessons learned from the Norwegian government, European Journal of Information Systems, in press,

Zilincikova, M. & Stofkova, J. (2021) Impact of COVID 19 on the provision of services by public administration, SHS Web of Conferences (Les Ulis: EDP Sciences), 92, p. 01059,