Вплив цифрових технологій на якість і доступність послуг у сфері діяльності сервісних центрів МВС

The service centres of the Ministry of Internal Affairs of Ukraine are currently a prime example of state institutions that actively implement innovative solutions and modern networked computerized mechanisms to optimize the processes of interaction between citizens and public authorities. This structure is one of the leaders in ensuring free, equal and convenient access to electronic services regardless of a person’s place of residence, social status and/or physical abilities. The challenges of the current armed aggression make online services particularly relevant for remote communities, temporarily occupied territories, categories of displaced persons from regions of active hostilities, people with disabilities and low-mobility groups of the population. This study emphasizes that digitalisation during martial law fulfils not only a functional but also a social role, as it is an effective tool for ensuring stability in crisis situations, reducing corruption risks, and increasing the accessibility and transparency of public services. The development by the state of interfaces and services that do not require special knowledge or additional support stimulates increased demand for them and actively reduces paper-based bureaucratic issues, while the creation of easy navigation processes, intuitive designs and minimisation of the number of steps in the service delivery procedure facilitate the mass implementation of digital solutions and innovations. The article comprehensively analyses the prospects for the development of the digital infrastructure of the Ministry of Internal Affairs of Ukraine through the prism of the practical effectiveness of its functional and technical parameters, and also determines its significance and contribution to the implementation of sustainable development principles, in particular in terms of ensuring the environmental sustainability of the natural environment in accordance with European Union standards. In addition, the author covers the analysis of the formation of the institution of digital registration of the status of a proper vehicle user, which has become an important legal lever for influencing the growth of legal awareness and the formation of caution among drivers as a result of personalisation of responsibility. In particular, the author analyses the further development of the Ministry of Internal Affairs’ digital services as a component of comprehensive state policy, e-government, its institutional consolidation and the systematic scaling of digital solutions in the activities of the Ministry of Internal Affairs’ service centres. In this article, the author emphasises that a structured and comprehensive approach forms the basis for increasing citizens’ trust in public authorities and establishing a service model of the state in the context of ongoing crisis challenges.