ELECTRONIC FORM OF CITIZENS’ APPEAL AS AN INDICATOR OF DIGITAL TRANSFORMATION OF PUBLIC ADMINISTRATION

Abstract

In Ukraine, the appeal of citizens to the subjects of office is an indicator of the democratization of the entire system of public administration, its openness, effectiveness, and efficiency. The official data on the number of appeals filed with the Cabinet of Ministers of Ukraine from 2017 to 2019 was analyzed, using correlation analysis, Pearson’s chi-squared criterion, and theoretical and empirical distribution method. It was established that the prevailing form of citizens’ appeal to the Cabinet of Ministers of Ukraine in 2019 was the electronic form. The amount of using the electronic form has changed significantly from 2017 to 2019: the value of the Pearson’s Chi-squared criterion is 332.622, p <0.001. Moreover, it was determined that the value of the opportunity to focus on the application itself, and not on the accompanying formal application procedures, is the only significant harbinger of the thesis that using electronic forms makes the participation of citizens in public administration better. As a result of the study, it is proved that in Ukraine the distribution of the values of citizens’ appeals to the Cabinet of Ministers of Ukraine is different depending on the sphere of public relations; citizens’ appeals to the Cabinet of Ministers of Ukraine mostly concern the sphere of social protection: the value of Pearson’s Chi-squared in 2019 is 27.203, p <0.01; in 2018 – 29.855, p <0.01; in 2017 – 28.65, p <0.01. Besides, it was determined that the changes in the distribution of appeals to the Cabinet of Ministers of Ukraine for 2017-2019 depending on the sphere of public relations were not identified.