DIGITAL TRANSFORMATION OF PUBLIC ADMINISTRATION: PROACTIVE CUSTOMER SUPPORT

Abstract

The article considers the issue of digital transformation, which can become the basis for
the further development of the principle of management by results of the state, since it allows you to
overcome its previously identified limitations. The purpose of this article is a detailed study of new business
models, including the so-called proactive service based on data, as well as the integration of modern
fragmented information systems and communication channels. It is shown that despite the results
achieved, problems associated with an insufficient level of openness, customer orientation and activity
remain relevant. For example, government agencies are reluctant to disclose information that can be
used to create added value in the form of relevant and relevant open data. The e-government development
index (EGDI) in the Republic of Kazakhstan is analyzed. The results of the analysis revealed a high
level of development of e-government. However, according to the authors, it is necessary to study in
more detail new business models, including the so-called proactive service based on data, as well as
the integration of modern fragmented information systems and communication channels to implement
a multi-channel service model by creating a single “front office” aimed at providing the availability of
information and services at anytime, anywhere and on any device (contact center, web portal, smart
messengers, mobile applications, SMS messages).