DIGITALIZATION OF ADMINISTRATIVE SERVICES AS A TOOL FOR IMPROVING THE QUALITY OF LOCAL SELF-GOVERNMENT BODIES' ACTIVITIES

Abstract

The digital transformation of public administration has become one of the most important directions for improving the efficiency of local self-government in the context of decentralization, rapid technological development, and increasing public expectations regarding the quality of administrative services. The relevance of the research is determined by the need to modernize local governance mechanisms through the implementation of digital solutions capable of ensuring accessibility, transparency, efficiency, and citizen-oriented public service delivery. The purpose of the study is to identify the role of digitalization in improving the quality of administrative services provided by local self-government bodies and to determine the key conditions that ensure the successful implementation of digital transformation at the local level. The research is based on a comprehensive methodological approach that combines theoretical analysis, comparison, generalization, systematization, and logical interpretation of the organizational and managerial processes associated with the digital transformation of administrative services. A structural and functional approach was applied to identify the relationships between digital technologies, management processes, and service quality indicators, while the analytical method made it possible to determine the main factors influencing the effectiveness of digital transformation in local communities. The study demonstrates that digitalization should be considered not merely as the introduction of information technologies but as a comprehensive transformation of the entire administrative service delivery system. It has been established that the effective implementation of digital instruments contributes to simplifying administrative procedures, reducing processing time, minimizing bureaucratic barriers, increasing institutional capacity, and improving communication between public authorities and citizens. The findings indicate that the quality of administrative services depends on the coordinated development of digital infrastructure, the integration of electronic information systems, the application of secure electronic identification mechanisms, and the continuous improvement of digital competencies among both public officials and service users. The research also confirms that a citizen-oriented approach to digital governance creates favorable conditions for strengthening public trust, increasing transparency and accountability, optimizing the use of administrative resources, and improving decision-making processes at the local level. Particular attention is paid to the necessity of combining digital and traditional channels of service delivery in order to ensure equal access for different categories of the population regardless of their place of residence, level of digital literacy, or technical capabilities. The practical significance of the obtained results lies in the possibility of applying the proposed conceptual approaches to improve the organization of administrative service delivery in local self-government bodies, support strategic planning of digital transformation, enhance the quality management system of public services, and promote sustainable development of territorial communities through the implementation of modern digital governance practices.