Розробка інтегрованої моделі управління якістю в контексті цифрової трансформації: публічне управління, освіта, економіка

The object of research is the processes of ensuring the quality of electronic services and developing human capital competencies in public administration, education and economic systems in the context of digital transformation. The problem being solved is the operational gap between the strategic goals of digital modernization and their practical implementation. This gap is manifested in the fragmentation of processes, the lack of effective tools for monitoring the quality of electronic services, and the inconsistency of educational programs with the real needs of the digital economy. To solve the problem, an integrated model of electronic service quality management and a comprehensive matrix of key performance indicators for educational outcomes and service provision were developed. This model was empirically tested on the case of “Issuing a certificate”. The testing revealed significant discrepancies between target and actual indicators. This is explained by “bottlenecks” at the “input” of the process: mostly e-identification errors and an incomplete set of documents. The scientific novelty lies in the architectural integration of quality engineering and risk management tools in the organization of public e-services. This creates a single measurable “language” for managers, IT specialists and financiers, which allows solving the problem of operational fragmentation. The research results can be used to form policies for digital inclusion and modernization of educational programs. In the field of economics, they should ensure the improvement of business conditions and increase its competitiveness by harmonizing educational standards with market needs, improving the quality of public electronic services for state entities. The developed model is designed to assess the quality of various types of electronic services and various regions.