THE MECHANISMS OF THE PUBLIC ADMINISTRATION OF E-GOVERNANCE DEVELOPMENT ON THE BASIS OF CUSTOMER FOCUS: EXPERIENCE OF EUROPEAN COUNTRIES

Abstract

The aim of the article is to study the mechanisms of public administration for the development of e-governance based on client-oriented principles, focusing on the experiences of several European countries (Estonia, Denmark, and Finland) to adapt successful practices for Ukraine. The experience of these countries demonstrates that the successful implementation of e-governance is based on a comprehensive approach that takes into account technical, legal, and social aspects. The research methodology includes the analysis of key administrative and legal instruments that facilitate the integration of electronic services into a unified system. In particular, this concerns the creation of specialized bodies responsible for coordinating and implementing e-governance policies, the development of national strategies and programs, and the implementation of normative legal acts regulating the use of information and communication technologies in public administration. The scientific novelty of the work lies in the fact that, for the first time, an analysis of the e-governance experience of Estonia, Denmark, and Finland with a focus on client-oriented principles in the context of its adaptation for Ukraine has been conducted. This made it possible to identify the main challenges faced by Ukraine on the path to implementing client-oriented e-governance, such as the low level of digital literacy among the population, cybersecurity issues, limited internet access in some regions, and insufficient coordination between government agencies. Conclusions. Solutions to these challenges have been proposed, including the activation of educational programs to improve digital literacy, investment in modern data protection technologies, improvement of internet access infrastructure in rural and remote areas, and the creation of a centralized project management system for e-governance. The expansion of the range of electronic services, the development of e-democracy, and the active involvement of citizens in the decisionmaking process are key areas for further development. Utilizing successful European experiences and adapting them to Ukrainian realities will create an effective e-governance system that meets the needs and expectations of citizens, contributing to the sustainable development of the country.