graduate student
This article provides a comprehensive analysis of the effectiveness of the "Gosuslugi" public services portal as a key tool for the digital transformation of public administration in the Russian Federation. The objective of the study is to systematically assess the achievements and problem areas of digitalization of public services in the period 2020–2024 based on official statistics and sociological research data. The methodological basis is a comparative analysis, an institutional approach, and a method for generalizing empirical data. This paper examines the regulatory framework for digital transformation, the dynamics of user coverage and the volume of services provided, citizen satisfaction indicators, and structural barriers to further development: digital inequality, cybersecurity threats, and personal data protection issues. Particular attention is paid to proactive service delivery tools and the concept of super services. The study's results show that the Gosuslugi portal has achieved significant population coverage and high levels of citizen satisfaction. However, a persistent digital divide remains between regions and socio-demographic groups, as well as risks of personal data leakage, requiring a systemic response. It concludes that a transition to a customer-centric model for public service delivery with an emphasis on digital inclusion and information security is necessary.
digital transformation, public services, Gosuslugi portal, e-government, digital inequality, cybersecurity, digital maturity, super services, customer-centricity, personal data
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