EVALUATING THE EFFECTIVENESS OF REENGINEERING DIGITAL PUBLIC SERVICES: METHODOLOGY, INDICATORS, RESULTS

DOI: 10.31673/2409-7292.2026.011472

Abstract

The article proposes a methodology focused on practical application in public authorities. Reengineering refers not only
to the technical modernization of information systems, but also to the deep redesign of business processes, roles, interaction
channels, and decision-making models. The proposed methodology is based on a system of key performance indicators (KPI),
integral indicators, time metrics, user satisfaction indicators, productivity and economic performance indicators. Based on the
formal description of the e-service, a multifactor model has been developed that links the time characteristics of the process, the
level of automation, data quality, error rate, system load, and the volume of calls to the support service. An integral index of
reengineering efficiency has been introduced, which allows aggregating normalized indicators taking into account the weighting
factors of importance for a specific authority. Several variants of mathematical formalism are presented: a time model of gain,
an economic effect of reducing the duration of the process, a probabilistic error model, and an optimization formulation of the
resource allocation problem to achieve SLO target values. The paper presents examples of tables comparing the state “before”
and “after” reengineering, a diagram of the visualization of the dynamics of indicators, as well as pseudocode of the procedures
for data collection, normalization, calculation of the integral index and generation of analytical reports. It is shown how the use
of the developed methodology allows you to identify “bottlenecks”, substantiate investments in digital transformation and
monitor the real effect of the changes made in terms of productivity, system load, error rate and volume of user requests.
Keywords: business process reengineering, digital public services, KPI, SLI/SLO, integral efficiency index, time
metrics, economic efficiency, user satisfaction.

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