DIGITIZATION OF HUMAN RESOURCE MANAGEMENT IN IMPROVING THE PERFORMANCE OF APPARATUS AND THE QUALITY OF PUBLIC SERVICES

Abstract

The digitalization of human resource management (HRM) in the public sector needs to be assessed based on its ability to improve personnel decisions, work behavior of apparatus, and community experience, not just the number of applications used. This study aims to analyze the mechanisms that link the digitalization of human resources with the performance of apparatus and the quality of public services and formulate the prerequisites for its implementation. The research uses a qualitative approach through an integrative literature review and document analysis of regulations, official government reports, and scientific literature on electronic human resource management, HR analytics, digital government, and public services. The data is analyzed by thematic coding, cross-source comparison, and the preparation of a cause-and-effect chain. The results show that integrated databases, competency-based recruitment, e-performance, digital learning, talent management, and HR analytics can improve placement accuracy, clarity of goals, feedback speed, and accountability. The impact on public services occurs through competence, motivation, coordination, and process simplification. However, benefits weaken when systems are fragmented, data inaccurate, digital literacy is uneven, indicators encourage pseudo-compliance, or data protection is ignored. In conclusion, MSDM digitalization is effective when it is designed to be user-centered, integrated with service processes, ethically supervised, and measured through work results and community satisfaction.