Approaches to Evaluating Digital Services of Public Administration and Public Service Delivery: Experience of the European Union and the People’s Republic of China

The implementation of the e-government concept has contributed to the emergence of many digital services to optimize management, provide services and maintain dialogue between citizens, communities and authorities in various cities, regions and countries. This chapter is devoted to the analysis of approaches to evaluating the effectiveness of these services. The methodology of the study is to assess the social context in which global digital transformation is taking place, and to determine how technological advances and social issues affect the development of digital management and service delivery services. The digital strategies of the European Union and the People’s Republic of China, as two of the most influential actors in world politics, successfully implementing digital transformations of public administration, were chosen as the objects of research. Next, the features of the development of digital management services are considered, the national specifics of digital management in the EU and China are revealed using the example of the development of Digital Wallet (EU) programmes and the social rating of a citizen (PRC). The analysis of approaches to the assessment of services is carried out. In addition to the approach used by the World Bank in assessing the digital maturity of states (GovTech Maturity Index (GTMI)) and assessments of digital services developed on its basis, it is proposed to explore the possibilities of social capital as a methodology for evaluating public administration and service provision services.