Client-centricity and clientocracy: evolution of approaches in public administration

Transformation of approaches to public administration has an increasing tendency of using successful entrepreneurial experience proven by long-term practice in the market. The research is aimed to perform a comparative analysis of two modern concepts of government administration through meeting customers’ needs – client-centricity and clientocracy. The article examines the history of formation of a client-centric approach in the strategic planning system of the Russian Federation (hereinafter referred to as RF, Russia). Client-centricity serves as a mechanism for implementing the idea of a service state. For the first time, stages of transition to the concept of client-centricity in public administration of Russia are introduced. Values, principles, directions, and mission of the RF as a client-centric state are described. Categories of citizens to whom the standards of client-centricity apply are identified. The results of implementation of a customer-oriented approach in provision of federal and regional services in 2023 are assessed. Methodological approach of clientocracy as a new concept of management of commercial and state organisations is described using the example of experience of successful Russian companies “VkusVill”, “Agama”, and “ChemRar”. Principles, elements, stages, and tools of clientocracy applicable for use in the public administration system are considered. We show the precedent of creation of a public-private partnership by the Russian Quality System and a group of innovative companies in the form of “Beyond Taylor” company for development and implementation of more effective management standards. The differences between clientocracy and classical bureaucratic approach to management are presented. The paper draws conclusions about consistency of the two concepts. At the same time, clientocracy evolutionarily absorbs the best approaches of client-orientation, client- and human-centricity and integrates them into a separate methodology taking into account the Russian practice.

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