ENHANCING PUBLIC SERVICE QUALITY THROUGH MODERN DIGITAL GOVERNANCE MECHANISMS
Keywords:
digital governance; public service quality; interoperability; citizen centred services; Uzbekistan; performance measurementAbstract
Digital portals expand access to administrative services, but the number
of services placed online says little about whether people can complete a task quickly,
reliably and fairly. This paper examines how shared digital infrastructure, interoperable
records, user-centred design and feedback arrangements can improve public service
quality. It uses an analytical review of OECD, United Nations and World Bank
frameworks, peer-reviewed service-quality research, and official evidence on
Uzbekistan’s digital government. The synthesis develops a mechanism-to-outcome
model and an indicator set for evaluating actual service journeys. Uzbekistan’s portal
expansion and improved 2024 E-Government Development Index provide a useful
policy setting, yet neither indicator establishes a causal improvement in citizens’
experience. The paper argues that agencies should assess completion, processing time,
repeated requests for information, accessibility and complaint resolution by service and
population group. It proposes a staged evaluation approach for selected high-volume
services, with privacy safeguards and assisted channels. The contribution is an
operational framework that connects institutional arrangements to observable service
outcomes rather than treating digitisation itself as the outcome.
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