Valdman Igor A.

Introduction. The Governments of many countries around the world, including the Russian Federation, are confidently moving towards building a responsive human-centered public administration system. It is based on taking into account the interests of people and ensuring the interaction of people and the state in obtaining the necessary services in the most seamless and convenient way. Purpose. To identify key trends in the practice of countries in the development and implementation of human-centered public services, as well as to identify the prospects for the development of public services in the next decade. The relevance of the study to the world experience is determined by the need to improve the public administration system of the Russian Federation and the implementation of the federal project "State for People". Materials and Methods. The following methods were used in the course of the research: analysis of scientific articles, reviews and reports of international organizations; study of information on the websites of government departments of foreign countries; conducting expert interviews with representatives of the public administration system of 5 countries (Brazil, Qatar, United Arab Emirates, Serbia, South Africa). Results. The study revealed 8 trends in building a client-centered (human-centered) state. Among them are the use of a single digital platform for public services, the introduction of digital standards and cybersecurity, proactive provision of services, the organization of open cooperation between the state, citizens and representatives of various organizations, the reform of the talent recruitment system, the use of new ways of providing services (digital assistants), digital inclusion as a mechanism for ensuring equal access to services, the creation of organizations responsible for the provision of public services. The main directions of development of public services in the 10-year horizon are also highlighted. These include cybersecurity, the widespread use of digital technologies (artificial intelligence, the metaverse, etc.), reliance on in-depth user analytics, the transition from the "state for people" model to the "state with people" model, inclusivity in the provision of services. Conclusions. The article concludes that building a responsive public administration system requires governments to adopt a human-centered approach to the development and provision of public services. On the way to a human-centered transformation of the state, countries will have to find answers to the most fundamental challenges, such as increasing the trust of citizens, ensuring digital literacy, accessibility and inclusiveness of public services.

The article presents the results of a study conducted by the Center for Implementation of a Client-Centric Approach of GSPM of RANEPA, the purpose of which is to identify the main problems and barriers in the implementation of the federal project “State for People” at the federal and regional levels. The study involved more than 350 civil servants representing the regions of the Russian Federation and federal executive authorities and who were trained under RANEPA client-centricity programs in 2023. The article includes a detailed description of existing problems in the first year of mass implementation of the federal project, the opinions of research participants and proposals for possible solutions and measures to overcome problems. The most significant problems identified in the study include: lack of staffing, lack of core competencies, insufficient regulatory support for the project, inflexible project implementation system, inconsistency of various federal initiatives.