STAKEHOLDER ENGAGEMENT ASSESSMENT MODEL FOR ENHANCING THE EFFICIENCY OF CITIZEN-CENTERED DIGITAL PUBLIC SERVICE DELIVERY PROJECTS

Abstract

The article considers stakeholder engagement as a practical condition for improving the efficiency of people-centered digital public service delivery projects. The research is based on the case of Kazakhstan, where e-government infrastructure has reached a relatively mature stage, and on a selective comparison with practices from the United Kingdom, Estonia and Singapore. The paper argues that the next stage of digital transformation should not be limited to increasing the number of online services. A formally digital service may still remain inconvenient if citizens have to search for fragmented information, submit the same data several times or use additional offline channels to complete a procedure. The methodological basis of the study combines document analysis, comparative institutional analysis, stakeholder mapping and conceptual modelling. A separate literature review covers recent studies on digital government transformation, co-creation of public services, citizen-centricity, service performance, trust and digital inclusion. As a result, a stakeholder engagement assessment model is proposed. The model includes seven dimensions: stakeholder identification and inclusion, user research and co-design, accessibility and multichannel delivery, feedback and satisfaction, interagency coordination and data interoperability, trust and data protection, and service efficiency and public value. The proposed model can be used by public bodies and project teams as a diagnostic, monitoring and post-project evaluation tool. For Kazakhstan, its value lies in linking digital service efficiency with user experience, reduction of administrative burden, inclusiveness and public trust.

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