Perception of Public E-services by Russian Citizens: A Pilot Study in St. Petersburg

Anastasia A. Golubeva; Evgenii V. Gilenko

doi:10.21638/11701/spbu18.2017.302

Авторы

Anastasia A. Golubeva Институт «Высшая школа менеджмента» Санкт-Петербургского государственного университета, Россия
Evgenii V. Gilenko Институт «Высшая школа менеджмента» Санкт-Петербургского государственного университета, Россия https://orcid.org/0000-0001-6539-0212

DOI:

https://doi.org/10.21638/11701/spbu18.2017.302

Аннотация

В статье рассматривается проблема восприятия электронных государственных услуг (ЭГУ) российскими гражданами. С учетом современной литературы по этому вопросу мы предлагаем собственную иерархическую модель восприятия ЭГУ, которая легла в основу данного исследования. Отмечается, что особенность российской ситуации с восприятием ЭГУ гражданами на современном этапе заключается в том, что предоставление госуслуг в электронном формате существует одновременно с традиционным форматом их предоставления, причем ЭГУ органично не вписываются в существующий процесс предоставления госуслуг. На основе собственного опроса пользователей Портала госуслуг Санкт-Петербурга и с применением современных методов анализа данных нами продемонстрировано, что российские потребители ЭГУ действительно не воспринимают их как часть общего процесса предоставления госуслуг. Полученные результаты позволили сформулировать ряд рекомендаций для органов государственной власти по дальнейшему развитию процесса предоставления ЭГУ.

Ключевые слова:

электронные госуслуги, электронное правительство, отношение граждан, факторный анализ, кластерный анализ

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