Customer-centric and process approaches in the activities of public authorities

This paper aims to advance the theory and practice of employing complementary customer-centric and process approaches in public administration. The research methodology is grounded in system approach, customer-centric and process approaches, and lean production technologies. A review of implementing practices of the process approach through the adoption of lean management in the constituent entities of the Russian Federation under the “Effective Region” project in partnership with the state corporation Rosatom is conducted. Analysis of the promotion of the customer-centric approach in public authorities is undertaken within the framework of the federal project “State for the People”. The connection between customer-centricity and process approach is elucidated. It is proposed to supplement federal-level regulatory documents pertaining to the customer-centric approach under the federal project “State for the People” and customer-centricity standards with sections describing the modeling and optimization of business processes using modern graphic notations such as IDEF0, VAD, DFD, EPC, CFFC, BPMN, and requirements for training new competencies of state and municipal employees in this field.