Human-centered approach as an effective management decision-making method in the context of digital transformation of the public administration system in the Republic of Belarus

Abstract

The relevance of the use of a human-centered approach as an effective method of making management decisions and increasing the effectiveness of interaction between citizens and the state in the context of the digital transformation of the public administration system in the Republic of Belarus is proved. The essence and specificity of this approach are determined in comparison with product-centric and customer-centric approaches. In particular, it is indicated that the human-centered approach implies that the actions of the state represented by its bodies and structures correspond to the expectations of citizens, are in demand by them and satisfy their real needs. In turn, the result of the fact that management decisions are focused on the needs and interests of citizens, developed in the process of interaction between stakeholders and implemented by means of modern digital technologies, is an increase in the level of public confidence in government bodies, a decrease in the level of social tension, etc. The potential of a human-centered approach is analyzed through the prism of the application of AI technology in the public sector in the work of electronic governments. On the basis of an empirical study conducted by the Institute of Sociology of the National Academy of Sciences of Belarus in January–February 2024, the view of the population of our country about electronic government are revealed depending on socio-demographic characteristics (gender, age, education, social status, type of settlement, area of residence).