The article is devoted to the problem of introducing the principles of client-centricity into the practice of public administration. Based on a systematic approach, the theory and practice of improving the quality of public administration in the transformation of basic processes using digitalization tools are summarized. The digitalization of public services is transforming the role of the state in the information space. The implementation of the client-centric approach makes it possible to optimize horizontal links between various public administration bodies. The fundamental differences between client-centricity in business and in public administration are indicated. The author draws a conclusion about the importance of a client-centered approach in the public administration system in order to meet the real needs of citizens. Based on the analysis of the practice of introducing digital tools and platform solutions into the relationship between citizens and the state, problems have been identified, the solution of which will ensure the quality of public administration.