guuvestВестник университетаVestnik Universiteta1816-42772686-8415State University of Management10.26425/1816-4277-2022-7-13-21guuvest-3675Research ArticleАКТУАЛЬНЫЕ ВОПРОСЫ УПРАВЛЕНИЯCURRENT ISSUES OF MANAGEMENTДоступность и удобство использования веб-ресурсов электронного правительства: проблемы и решенияAccessibility and usability of e-government web-resources: problems and solutionshttps://orcid.org/0000-0001-6060-5421ДолгановаО. И.DolganovaO. I.

 Долганова Ольга Игоревна -Канд. экон. наук, доц. департамента бизнес-информатики

 Москва 

 Olga I. Dolganova -Cand. Sci. (Econ.), Assoc. Prof. at the Business Informatics Department 

 Moscow 

oidolganova@fa.ruhttps://orcid.org/0000-0002-8108-3295ВасилевскаяЛ. И.VasilevskayaL. I.

 Василевская Лидия Игоревна - Студент

 Москва 

 Lidiya I. Vasilevskaya - Student 

 Moscow 

lidia.vas-2000@yandex.ruФинансовый университет при Правительстве Российской ФедерацииРоссияFinancial University under the Government of the Russian FederationRussian Federation202229082022171321Copyright © Долганова О.И., Василевская Л.И., 20222022Долганова О.И., Василевская Л.И.Dolganova O.I., Vasilevskaya L.I.Данная работа распространяется под лицензией Creative Commons Attribution 4.0.This work is licensed under a Creative Commons Attribution 4.0 License.https://vestnik.guu.ru/jour/article/view/3675

Удобство и доступность сервисов электронного правительства во многом предопределяет успех в выстраивании доверительных онлайн-отношений с населением и позволяет сократить неравенство между различными категориями граждан в части использования онлайн-коммуникаций с органами власти. Цель данного исследования – на основе научной и практической литературы определить основные ошибки и проблемы в обеспечении удобного и доступного использования порталов государственных услуг гражданами и найти подходы к их устранению. В статье рассмотрен зарубежный опыт формирования комфортных условий электронного взаимодействия граждан с правительством и перечислены основные ошибки разработки интерфейсов и функциональных возможностей государственных сайтов и порталов. Описаны ключевые критерии удобства и доступности веб-ресурсов в соответствии с международным стандартом WCAG 2.1. Представлены результаты оценки соответствия портала «Госуслуги» сформулированным требованиям и даны рекомендации о возможных направлениях совершенствования российских веб-ресурсов электронного правительства.

The convenience and accessibility of e-government services largely determines the success in building/making/creating trusting online relationships with the population and reduces the inequality between different categories of citizens in terms of using online communications with public authorities. The purpose of the research is to identify the main flaws and problems in ensuring convenient and accessible use of public service portals by citizens on the basis of scientific and practical literature and to find approaches to their elimination. The article examines the foreign experience of creating comfortable conditions for electronic interaction of citizens with the government and lists the main errors in the development of interfaces and functionality of government websites and portals. In accordance with the international standards WCAG 2.1, the authors define the key criteria for the convenience and accessibility of web resources. Then they evaluate the compliance of the Gosuslugi web-portal with the formulated requirements and give recommendations on possible ways to improve Russian e-government web resources.

портал «Госуслуги»электронное правительствоWCAGгосударственные услугивеб-сайтлюди с ограниченными возможностямиоценка доступности веб-сайтовgosuslugi web-portale-governmentWCAGgovernment servicewebsitepeople with disabilitiesweb accessibility evaluationСтатья подготовлена по результатам исследований, выполненных за счет бюджетных средств по государственному заданию Финансового университета при Правительстве Российской Федерации.The article was prepared on the results of research carried out at the expense of budgetary funds under the state assignment of the Financial University under the Government of the Russian Federation.ReferencesПравительство РФ. Паспорт национальной программы «Цифровая экономика Российской Федерации». http://static.government.ru/media/files/urKHm0gTPPnzJlaKw3M5cNLo6gczMkPF.pdf (дата обращения: 21.03.2022).The Government of the Russian Federation. Passport of the national program “Digital Economy of the Russian Federation”. http://static.government.ru/media/files/urKHm0gTPPnzJlaKw3M5cNLo6gczMkPF.pdf (accessed 21.03.2022).Singh R. Jackson S. Seeing Like an Infrastructure: Low-resolution Citizens and the Aadhaar Identification Project. Proceedings of the ACM on Human-Computer Interaction. 2021;5(2):1–26. https://doi.org/10.1145/3476056Singh R. Jackson S. Seeing Like an Infrastructure: Low-resolution Citizens and the Aadhaar Identification Project. Proceedings of the ACM on Human-Computer Interaction. 2021;5(2):1–26. https://doi.org/10.1145/3476056Долганова О.И. Улучшение клиентского опыта взаимодействия с искусственным интеллектом путем соблюдения этических принципов. Бизнес-информатика. 2021;2:34–46. https://doi.org/10.17323/2587-814x.2021.2.34.46Dolganova O.I. Improving the Customer Experience of Interacting with Artificial Intelligence by Compliance with Ethical Principles. Business Informatics. 2021;2:34–46. https://doi.org/10.17323/2587-814x.2021.2.34.46Tan C.W., Benbasat I., Cenfetelli R.T. Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? In: Proceedings of the of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008), 07–10 January 2008. Waikoloa; 2008. P. 217. https://doi.org/10.1109/HICSS.2008.80Tan C.W., Benbasat I., Cenfetelli R.T. Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? In: Proceedings of the of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008), 07–10 January 2008. Waikoloa; 2008. https://doi.org/10.1109/HICSS.2008.80Kesswani N., Kumar S. Government website accessibility: a cross-country analysis of G7 and BRICS countries. Universal Access in the Information Society. 2021. https://doi.org/10.1007/s10209-021-00804-4Kesswani N., Kumar S. Government website accessibility: a cross-country analysis of G7 and BRICS countries. Universal Access in the Information Society. 2021. https://doi.org/10.1007/s10209-021-00804-4Paul S. Accessibility analysis using WCAG 2.1: evidence from Indian e-government websites. Universal Access in the Information Society. 2019;19:949–957. https://doi.org/10.1007/s10209-021-00861-9Paul S. Accessibility analysis using WCAG 2.1: evidence from Indian e-government websites. Universal Access in the Information Society. 2019;19:949–957. https://doi.org/10.1007/s10209-021-00861-9Kous K., Kuhar S., Pavlinek M. et al. Web accessibility investigation of Slovenian municipalities’ websites before and after the adoption of European Standard EN 301 549. Universal Access in the Information Society. 2021;20:595–615. https://doi.org/10.1007/s10209-020-00732-9Kous K., Kuhar S., Pavlinek M. et al. Web accessibility investigation of Slovenian municipalities’ websites before and after the adoption of European Standard EN 301 549. Universal Access in the Information Society. 2021; 20:595–615. https://doi.org/10.1007/s10209-020-00732-9Ali L., Salahat M. E-Accessibility Evaluation of UAE Governmental Websites: Findings and Implications. In: Proceedings of the 2019 3rd International Conference on E-commerce, E-Business and E-Government – ICEEG. Lyon France, 18–21 June 2019. Association for Computing Machinery, New York; 2019. Pp. 34–39. https://doi.org/10.1145/3340017.3340035Ali L., Salahat M. E-Accessibility Evaluation of UAE Governmental Websites: Findings and Implications. In: Proceedings of the 2019 3rd International Conference on E-commerce, E-Business and E-Government – ICEEG, Lyon France, 18–21 June 2019. Association for Computing Machinery, New York; 2019. Pp. 34–39. https://doi.org/10.1145/3340017.3340035Aloboud N., Alotaibi R., Alqahtani A. Evaluating the Usability and the Accessibility of Saudi E-Government Websites. In: Human-Computer Interaction. Design and User Experience: Thematic Area, HCI 2020, Held as Part of the 22nd International Conference, HCII 2020. Copenhagen, Denmark 19–24 July 2020. Copenhagen; 2020. Pp. 363–372. http://dx.doi.org/10.1145/2591888.2591898Aloboud N., Alotaibi R., Alqahtani A. Evaluating the Usability and the Accessibility of Saudi E-Government Websites. In: Human-Computer Interaction. Design and User Experience: Thematic Area, HCI 2020, Held as Part of the 22nd International Conference, HCII 2020. Copenhagen, Denmark 19–24 July 2020. Copenhagen; 2020. Pp. 363–372. http://dx.doi.org/10.1145/2591888.2591898McDermid P., Craig A., Sheel M. et al. How have governments supported citizens stranded abroad due to COVID-19 travel restrictions? A comparative analysis of the financial and health support in eleven countries. BMC Infectious Diseases. 2022;22:161. https://doi.org/10.1186/s12879-022-07155-2McDermid P., Craig A., Sheel M. et al. How have governments supported citizens stranded abroad due to COVID-19 travel restrictions? A comparative analysis of the financial and health support in eleven countries. BMC Infectious Diseases. 2022;22:161. https://doi.org/10.1186/s12879-022-07155-2de Oliveira G., Oliveira O.d.F., de Abreu S. et al. Opportunities and accessibility challenges for open-source general-purpose home automation mobile applications for visually disabled users. Multimedia Tools and Application. 2022;81:10695–10722. https://doi.org/10.1007/s11042-022-12074-0de Oliveira G., Oliveira O.d.F., de Abreu S. et al. Opportunities and accessibility challenges for open-source general-purpose home automation mobile applications for visually disabled users. Multimedia Tools and Application. 2022;81:10695–10722. https://doi.org/10.1007/s11042-022-12074-0Khawaja P. Accessibility of public library websites in the United States. Universal Access in the Information Society. 2022. https://doi.org/10.1007/s10209-022-00866-yKhawaja P. Accessibility of public library websites in the United States. Universal Access in the Information Society. 2022. https://doi.org/10.1007/s10209-022-00866-yUnited Nations. E-Government Knowledgebase. https://publicadministration.un.org/egovkb/en-us/Data/Country-Information/id/141-Russian-Federation (дата обращения: 30.03.2022).United Nations. E-Government Knowledgebase. https://publicadministration.un.org/egovkb/en-us/Data/Country-Information/id/141-Russian-Federation (accessed 30.03.2022).European Commission. eGovernment benchmark 2021. https://digital-strategy.ec.europa.eu/en/library/egovernment-benchmark-2021 (дата обращения: 27.03.2022).European Commission. eGovernment benchmark 2021. https://digital-strategy.ec.europa.eu/en/library/egovernment-benchmark-2021 (accessed 27.03.2022).Eggers W.D., Canning M., McGrath B. Overview and introduction. Deloitte. Friday 04 March 2021. https://www2.deloitte.com/global/en/insights/industry/public-sector/government-trends/2021/improving-service-delivery-public-sector.html (дата обращения: 22.03.2022).Eggers W.D., Canning M., McGrath B. Overview and introduction. Deloitte. Friday 04 March 2021. https://www2.deloitte.com/global/en/insights/industry/public-sector/government-trends/2021/improving-service-delivery-public-sector.html (accessed 22.03.2022).Personal Information Protection Commission. Personal Information Protection Commission recommends removing unnecessary personal information from 230 civil service form. http://www.pipc.go.kr/cmt/english/news/selectBoardArticle.do (дата обращения: 30.03.2022).Personal Information Protection Commission. Personal Information Protection Commission recommends removing unnecessary personal information from 230 civil service form. http://www.pipc.go.kr/cmt/english/news/selectBoardArticle.do (accessed 30.03.2022).Assemblée national. Rapport D ‘information. Assemblée national №3190. https://www.assemblee-nationale.fr/dyn/15/rapports/micnum/l15b3190_rapport-information (дата обращения: 30.03.2022).Assemblée national. Rapport D ‘information. Assemblée national №3190. https://www.assemblee-nationale.fr/dyn/15/rapports/micnum/l15b3190_rapport-information (accessed 30.03.2022).Российская Федерация. Федеральный закон от 27.07.2010 №210-ФЗ «Об организации и предоставлении государственных и муниципальных услуг». http://pravo.gov.ru/proxy/ips/?docbody=&nd=102140498 (дата обращения: 31.03.2022).Russian Federation. Federal Law dated 27 July 2010 No. 210-FZ “On the organization and provision of public and municipal services”. http://pravo.gov.ru/proxy/ips/?docbody=&nd=102140498 (accessed 31.03.2022).Roketmind. Редизайн государства. Продвижение нового портала госуслуг. https://rocketmind.ru/cases/gosuslugi-promotion (дата обращения: 30.03.2022).Roketmind. State redesign. Promotion of a new public services portal. https://rocketmind.ru/cases/gosuslugi-promotion (accessed 30.03.2022).Тадтаев Г. Минцифры предупредило о скором закрытии старого портала «Госуслуги». РБК. Четверг 31 мар. 2021. https://www.rbc.ru/society/31/03/2021/606475d99a79470da28d74f5 (дата обращения: 28.03.2022).Tadtaev G. The Ministry of Digital Transformation warned of the imminent closure of the old Gosuslugi portal. RBC. Thursday 31 Mar. 2021. https://www.rbc.ru/society/31/03/2021/606475d99a79470da28d74f5 (accessed 28.03.2022).World Wide Web Consortium. WCAG 2 Overview. https://www.w3.org/WAI/standards-guidelines/wcag/ (дата обращения: 02.03.2022).World Wide Web Consortium. WCAG 2 Overview. https://www.w3.org/WAI/standards-guidelines/wcag/ (accessed 02.03.2022).MitID. MitID audio code reader. https://www.mitid.dk/en-gb/get-started-with-mitid/mitid-authenticators/mitid-audio-code-reader/ (дата обращения: 14.03.2022).MitID. MitID audio code reader. https://www.mitid.dk/en-gb/get-started-with-mitid/mitid-authenticators/mitid-audio-code-reader/ (accessed 14.03.2022).Республика Болгария. Официальный сайт Государственного агентства электронного правительства (SEGA). https://egov.bg/wps/portal/egov/en/your%20europe/home (дата обращения: 14.03.2022).Republic of Bulgaria. State e-Government Agency. The official website of the State e-Government Agency (SEGA). https://egov.bg/wps/portal/egov/en/your%20europe/home (accessed 14.03.2022).

The authors declare that there are no conflicts of interest present.