Sizonenko S. Management Innovations in the Field of Administrative Services in Digitalization Context.

The theoretical foundations of using management innovations in the administrative services provision in the context of digitalization conditions have been highlighted. The study of management innovations as an object of scientific research and its retrospective changes has allowed to focus on the two-vector nature of its development. The updated perception of the research object has provided the opportunities to systematize and improve the existing classifications of innovations concerning the allocation of a separate block of innovations to the personnel and adding the factor of digitalization in the first vector and the goals for social orientation in the second vector of innovations development. The study of management processes in the field of administrative services provision has allowed to develop a structural and substantive characteristics of administrative services. The list of typical administrative services depending on the powers of village, township, city councils and their executive bodies has been determined. Administrative services have been classified and the characteristics of management processes during the provision of administrative services have been singled out. A typical scheme of technological processes management in the field of administrative services provision has been proposed, the comparison of which with the actual list of administrative services and the results of own monitoring allowed to identify typical problems in the administrative services provision which can be attributed first of all to the difference of formats of rendering services in regional centres and territorial communities, lack of compliance with citizens’ expectations and the reality of the digitalization processes, insufficient qualification of personnel, especially in territorial communities, citizens’ dissatisfaction with the level of service. The classification of requirements for the administrative services decentralization in the context of reforming the territorial organization of power has allowed to form the principles of the quality management system in the executive authorities. The conducted analysis of administrative service delivery systems of the leading European countries has allowed to offer tools for assessing the quality of administrative services, as in European countries the fact of centralized provision of administrative services is not perceived as "superservice" – is a common practice that can be assessed accordingly. The spread of the COVID-19 virus diseases has become an indicative factor in the analysis of measures to organize the work of centres for the administrative services provision and a realistic picture of the state of digitalization of the management system of the administrative-territorial units of Ukraine. The comparative analysis of functioning the Centres for administrative services provision in Ukraine, Odessa and the Odessa region has allowed to identify a list of the main reasons and problems of functioning the Centres for administrative service provision and group them as: lack of material incentives to improve quality (as a result − lack of highly qualified personnel, failure to establish electronic document management; insufficient conditions for disabled people and visitors with children; limited tools for finding out what visitors think; fictitious digitalization); unregulated expansion of the services range by the centers themselves; services inconsistency or results inconsistency with the citizens’ expectations (as a result − dissatisfaction, technology rejection, boycott of development programmes and other innovations of local authorities). The methodology for system integration of management innovations in the field of administrative services provision has been improved in the context of digitalization, which is formed on the bases of: 1) planned advanced professional training of personnel in the centers for administrative services provision; 2) organizational support for the management innovations implementation in the field of administrative services provision; 3) monitoring the quality of administrative services provision. The introduction of the proposed basis allows to eliminate the main negative factors of active implementation of digital technologies in the field of administrative services provision. Organizational support of management innovations implementation in the field of administrative services provision includes the following recommendations concerning organization of work of Centers for administrative services provision by areas : organization, location, arrangement of the personnel work, the activity analysis. The appraisal of the methodological basis of process management in the field of administrative services provision has proved its real nature in the context of digitalization and decentralization of power in Ukraine, and the study has confirmed the working hypothesis of the dissertation.