ANALYSIS OF THE DYNAMICS OF CITIZEN ENGAGEMENT IN THE USE OF DIGITAL PUBLIC SERVICES IN UKRAINE UNDER THE CONDITIONS OF DIGITAL TRANSFORMATION OF PUBLIC ADMINISTRATION

Abstract

The article is devoted to a scientific and empirical study of the dynamics of citizen engagement with digital public services in Ukraine in the context of the digital transformation of public administration. The relevance of the topic is determined by the fact that digital services are gradually transforming from an auxiliary instrument into one of the leading forms of interaction between the state and citizens. Through mobile applications, electronic portals, digital documents, online applications, and electronic identification services, citizens are able to interact with public authorities faster, more conveniently, and without the need for physical visits to administrative institutions. This issue is of particular importance for Ukraine, where the digitalization of public services is taking place under martial law, social transformations, migration processes, security challenges, and the need to preserve the resilience of public administration. The Diia ecosystem has become one of the most illustrative examples of digital interaction between the state and citizens. The growing number of users of digital public services indicates the gradual formation of a new model of public administration, in which the citizen acts as an active participant in digital interaction with the state. At the same time, the relevance of the study is determined by the need to analyze the actual level of citizen engagement in the use of these services. The mere availability of electronic services does not guarantee their mass, equal, and inclusive use. Digital engagement is influenced by the level of digital skills, access to the Internet, age, education, place of residence, trust in electronic services, cybersecurity, and personal data protection. Therefore, it is important to study the dynamics of the use of digital public services over several years, as this makes it possible to identify trends, problems, and prospects for the development of digital interaction between the state and citizens. The scientific significance of the topic lies in the fact that it makes it possible to combine the theoretical understanding of digital communication technologies in public administration with the analysis of open empirical data on the use of public electronic services.