Development of an integrated quality management model in the context of digital transformation: public administration, education, economy

Authors

DOI:

https://doi.org/10.15587/2706-5448.2025.348540

Keywords:

digital competencies, electronic public services, integrated quality management model, matrix of key performance indicators, modernization of the economy, ensuring sustainable development

Abstract

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.

Author Biographies

Mykola Kovalenko, V. N. Karazin Kharkiv National University

Doctor of Science in Public Administration, Professor

Department of Economic Policy and Management

Maksym Sikalo, V. N. Karazin Kharkiv National University

PhD

Department of Economic Policy and Management

Education and Research Institute of Public Administration

Tetiana Kovalova, V. N. Karazin Kharkiv National University

Doctor of Science in Public Administration, Associate Professor

Department of Law, National Security, and European Integration

Education and Research Institute of Public Administration

Oleksandr Radchenko, University of Gdańsk

Doctor of Public Administration, Professor

Institute of Social Sciences

Larysa Velychko, V. N. Karazin Kharkiv National University

Doctor of Legal Sciences, Professor, Head of Department

Department of Law, National Security and European Integration

Education and Research Institute of Public Administration

Oleksandr Nakisko, State Biotechnological University

PhD, Associate Professor

Department of Accounting, Audit and Taxation

Olga Grybko, National Technical University “Kharkiv Polytechnic Institute”

PhD

Department of Pedagogy and Psychology of Social Systems Management

Serhii Maistro, National University of Civil Protection of Ukraine

Doctor of Science in Public Administration, Professor

Department of Management in the Field of Civil Production

Natalia Ryzhikova, State Biotechnological University

Doctor of Economic Sciences, Professor

Department of Accounting, Auditing and Taxation

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Development of an integrated quality management model in the context of digital transformation: public administration, education, economics

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Published

2025-12-29

How to Cite

Kovalenko, M., Sikalo, M., Kovalova, T., Radchenko, O., Velychko, L., Nakisko, O., Grybko, O., Maistro, S., & Ryzhikova, N. (2025). Development of an integrated quality management model in the context of digital transformation: public administration, education, economy. Technology Audit and Production Reserves, 6(4(86), 46–61. https://doi.org/10.15587/2706-5448.2025.348540

Issue

Vol. 6 No. 4(86) (2025): Economics of enterprises. Macroeconomics

Section

Economic Cybernetics

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Copyright (c) 2025 Mykola Kovalenko, Maksym Sikalo, Tetiana Kovalova, Oleksandr Radchenko, Larysa Velychko, Oleksandr Nakisko, Olga Grybko, Serhii Maistro, Natalia Ryzhikova

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