TOOLS OF CLIENT-CENTRICITY IN DEALING WITH CITIZENS’ APPEALS TO GOVERNMENT AUTHORITIES

The study is devoted to the study of client-centric tools used in dealing with citizens’ appeals to government authorities. Modern society places high demands on the quality of public services, which requires the introduction of innovative approaches and digital technologies. The paper examines the key elements of a customer-centric model, including digitalization, process automation, feedback platforms, and big data analysis. The importance of increasing citizen satisfaction, reducing service costs, and building trust in government agencies is emphasized.