IMPROVING THE POPULATION’S COMPETENCIES IN USING PUBLIC SERVICES IN THE CONTEXT OF DIGITAL TRANSFORMATION

Abstract

This article examines the problems associated with public digital literacy in accessing electronic public services, considering the interrelationship between organizational, technological, and social factors. The gap between the availability of digital public services and citizens’ ability to use them independently, effectively, and securely is identified as the central research problem. The main factors contributing to this problem are systematized based on international studies, Uzbekistan’s regulatory and legal framework on digital transformation, and theoretical approaches to the use of electronic services. As a result, the study proposes a step-by-step learning mechanism that integrates the development of citizens’ digital skills into the service delivery process itself. This mechanism includes the stages of independently completing a service, consolidating practical skills, ensuring information security, and incorporating user feedback. The proposed approach aims to reduce difficulties in accessing electronic public services and promote digital inclusion.