Behavioral practices in digital government communications formats

The article is of a research nature and is devoted to the problems of communication between the state and consumers of digital services. The paper presents an overview of the key scientific theories of both traditional consumer behavior and innovative behavioral practices, with an emphasis on the peculiarities in the conditions of digitalization of formats for the provision of public services by the state. The unprecedented high growth in the penetration of digital services into the daily life of the consumer inevitably led to some rejection and resistance to such methods of obtaining services, up to the manifestation of consumer opportunism, which served as the object of attention of the author of the study. The author defines the purpose of this study as identifying the causes of resistance and motives of objections of consumers of digital public services to improve the effectiveness of the functioning of such platforms, as well as checking the empirical significance of irrational consumer behavior patterns. The research method is an online survey of residents of the Krasnoyarsk Territory in 2019-2021. According to a formalized questionnaire distributed by e-mail and on social networks. This method independently became a filter for the use of digital services, which made it possible to cut off some of the respondents who do not know the elementary basics of using online services, or who do not use the Internet. The results of the conducted research indicate the presence of two key trends in the consumer behavior of citizens-users of state digital services. On the one hand, consumers note a high degree of readiness to use such services, emphasizing their convenience and reducing the time to receive services. On the other hand, the quality, speed and absence of failures in the operation of digital public services leaves much to be desired. In 2021, there is also an increase in consumer distrust of the need to obtain certain types of digital public services. These conclusions do not contradict the majority of similar modern studies and actualize the focus of future author’s research on the problems of identifying types of dependencies and modeling digital consumer behavior in the segment of relations between citizens and authorities that is significant for public administration.