«вестник науки»

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8 
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The need to optimize the size and structure of the administrative apparatus as 
part of austerity measures is pushing many governments to introduce digital channels 
of interaction with consumers of public services. The cost of providing a digital service 
is on average 5% of the cost of providing this service over the phone, which, in turn, is 
three times cheaper than the cost of providing the service when the user personally 
applies to a state organization [3]. As a result, within the same amount of funding, an 
increase in the absolute number of services provided by the state can be achieved. If e-
government was primarily a political and administrative initiative of the state, then 
initiatives in the field of digital government follow from the requirements of the 
development of the modern economy and are considered as one of the key conditions 
for building a sovereign economy, as well as improving the country's competitiveness 
in the international arena. 
Building a digital government involves implementing a digital format for 
providing the entire range of state and municipal services by default, while maintaining 
the user's ability to choose an alternative method - mail and telephone communication, 
as well as personal visits to a state organization. If in the framework of e-government 
multi-service centers providing state and municipal services took upon itself the 
function of providing services to certain population groups without access or without 
skills to operate electronic portals, digital government seeks to overcome the digital 
divide, covering with its services the entire population through mobile applications or 
by short message service. The transition to digital government means not only creating 
services that citizens need and want to receive through digital communication channels, 
but also creating conditions for digital inclusion of citizens, the ability to access 
services and the development of appropriate skills in using digital services. 
In the framework of digital government is the principle of designing public 
services with a focus on the needs of the real user, not the current pattern of the 
administrative procedures in this connection are alpha - and beta-testing and 
adjustment of design decisions in accordance with the needs of real users, eliminates 
duplication of services at the Federal, regional and municipal levels of government to 

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Международный научный журнал «ВЕСТНИК НАУКИ» № 12 (33) Т.2
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ДЕКАБРЬ 2020 г. 
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