DIGITAL TRANSFORMATION OF PUBLIC ADMINISTRATION IN UZBEKISTAN: REFORM PHASES, PLATFORMIZATION, AND PUBLIC SERVICE MODERNIZATION

Abstract

Uzbekistan has accelerated the digitalization of public services through legal reforms, infrastructure investments, and the expansion of unified service channels. However, international research shows that simply increasing the service catalog does not lead to meaningful transformation unless back-office interoperability, data governance, and user-centered design help reduce document burdens and procedural uncertainties. This paper presents a three-wave maturity model of Uzbekistan’s progress: (1) establishing basic infrastructure and internal digitization; (2) platform development and hybrid service delivery via a unified portal and one-stop shops; and (3) moving toward data-driven, proactive services based on life events. Using qualitative analysis of documents, institutional mapping, and benchmarking against OECD/UN/World Bank frameworks, the study links each stage’s enablers to expected outcomes like efficiency, transparency, and inclusion, as well as key risks such as data quality issues, interagency coordination gaps, cybersecurity and privacy threats, and uneven adoption. An analytical matrix highlights priority policy actions, including clearer data stewardship, enforceable interoperability standards, security-by-design, and institutionalized user experience (UX) standards integrated into administrative procedures and remedy mechanisms. Lessons from India’s digital public infrastructure show how reusable core components can accelerate scaling while also heightening governance requirements for accountability and trust.