Analysis and evaluation of user (citizens) satisfaction with an electronic service in the context of customer-centered digital transformation of public administration

The article is devoted to identifying the problems and features of interaction between an external client (citizens) and an electronic service in the context of client-centric digital transformation of public administration in Russia. Based on the conducted questionnaire survey of users (citizens), the features of interaction are identified, the results of the analysis and assessment of user satisfaction with the electronic service are presented (using the example of the service "Make an Appointment with a Doctor" of the State Services St. Petersburg / "Health of St. Petersburg" portal). Based on the obtained results of the study, conclusions are made and recommendations are given to improve the efficiency of the service "Make an Appointment with a Doctor". The presented results may be useful for specialists monitoring the platform service, digitalization of the public administration system.