International Journal of Law And Criminology
75
https://theusajournals.com/index.php/ijlc
VOLUME
Vol.05 Issue05 2025
PAGE NO.
75-78
10.37547/ijlc/Volume05Issue05-10
Administrative and Legal Regulation of The Provision of
Public Services in Electronic Form
Jumanazarov Shokhjakhon
2nd year students of the Faculty of Master's and Correspondence Education, Tashkent state university of law, Uzbekistan
Agzamova Komila
2nd year students of the Faculty of Master's and Correspondence Education, Tashkent state university of law, Uzbekistan
Received:
31 March 2025;
Accepted:
29 April 2025;
Published:
31 May 2025
Abstract:
This paper discusses the legal and administrative mechanisms underpinning the offering of public
services in electronic format. As technology accelerates its development, governments globally are embracing
digital platforms for their ability to disseminate services efficiently and transparently. The research identifies the
need for robust regulation that addresses the availability, security, and accountability of electronic public services.
It also considers legislative and administrative contributions to digital inclusion and citizen engagement. Based on
a review of many national and international experiences, the article intends to identify best practices and potential
areas of reform in the administrative and legal regulation of electronic public services.
Keywords:
Public services, electronic services, administrative regulation, legal framework, digital inclusion, citizen
engagement, transparency, efficiency.
Introduction:
The e-revolution of public services is a big
shift in the character of governments' interface with
their citizens. As more and more services are made
available online, there is greater need for robust
administrative and legal guidelines to ensure that such
electronic services meet the standards that citizens
would expect. Not only is there an improvement in
efficiency, but accessibility and transparency are
promoted through rendering such services electronic.
Nonetheless, it provides novel challenges such as data
security, privacy, and the digital divide. This paper
seeks to delve into the intricacies of the administrative
and legal frameworks that support electronic public
services delivery. By analyzing the existing environment
and drawing on good practices, the analysis shall
emphasis on the pivotal function played by regulation
in ensuring an effective digital public administration.
Electronically delivered data services comprise various
services such as electronic payment of taxes, digital
identities, and online consultation facilities. Such
services can make procedures simpler and the lives of
users easier, but they must be supported by
comprehensive regulations to protect citizens' rights.
The regulatory framework must incorporate provisions
that ensure consideration for concerns on the
protection of information, cybersecurity, and equitable
provision of services to everyone, regardless of their
endowments in terms of technology. It is in a detailed
consideration of such regulatory frameworks that the
future of providing public services in an ever-evolving
digital landscape will lie.
METHOD
The rapid advancement of digitization in society has
transformed the context in which public services are
offered, with the shift towards electronic delivery of
services. Governments all over the world acknowledge
the importance of incorporating information and
communication technology in their system of services
to enhance efficiency, transparency, and accessibility.
The transformation, however, needs a robust
administrative and legal regulatory framework to
address the sheer number of issues associated with the
electronic delivery of public services. This article
examines the legal and administrative context of
International Journal of Law And Criminology
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International Journal of Law And Criminology (ISSN: 2771-2214)
electronic public service delivery in order to highlight
significant regulatory challenges, best practice, and
areas of reform. The shift to electronic public services
aims to streamline processes and reduce bureaucracy
in order to end up serving a broader segment of
citizens. Traditional public service delivery mechanisms
are likely to reflect outdated practices that lag behind
the rapid dynamics of a digital world. Through
technology, governments can transform these
mechanisms, offering citizens a simple-to-use
experience that encourages participation and
engagement. For this reason, information about the
regulatory regime that governs these services is
needed in order to determine the advantages of digital
transformation. Facilitates the implementation of
digitalization and electronic services. The basis for the
digitalization of public services are regulations. For
example, electronic services provided through
my.gov.uz operate on the basis of such regulations. This
will allow citizens to use services without leaving home.
In addition, the regulations for the provision of public
services contain guidelines for service personnel to
ensure the legal, high-quality and timely provision of
public services. For example, the Resolution of the
Cabinet of Ministers of November 20, 2023 No. 612
approved the "Unified Administrative Regulations for
the Provision of Public Services for the Issuance of
Certificates to Individuals and Legal Entities," which
reflects the procedure for receiving and considering
applications for the issuance of certificates to
individuals and legal entities, the distribution of
payments collected when providing a public service,
and passports of the public services provided for issuing
certificates. When providing public services, the bodies
providing public services, the types of public services
they provide, and what documents they provide as a
result of the provision of the service are of particular
importance. By the Order of the Minister of Justice of
the Republic of Uzbekistan No. 14-mx dated October
27, 2023, the Unified Register of Public Services was
approved [3]. This register specifies the number of the
register of public services, the name of the public
service, the name of the authorized div providing the
public service, the categories of applicants to whom the
public service is provided, the form of provision of the
public service (traditional and electronic), the type of
payment and the result of the provision of the public
service. Thanks to these reforms and modern
approaches, the national system of providing public
services has reached a qualitatively new level. This
process made it possible to gradually eliminate
previous obstacles and problems, taking into account
the real needs of the population and business entities.
Especially in the old days, when only entrepreneurs
used the "one-stop shop" principle, ordinary citizens
had to repeatedly turn over the thresholds of several
government agencies to complete documents, which
led to unnecessary time and labor costs, psychological
exhaustion. In addition, the lack of information
systems,
databases
and
resources
between
government agencies, as well as the low level of
interdepartmental digital integration have become a
serious obstacle to the effective and rapid access of the
population and entrepreneurs to public services. In
addition, factors such as insufficient implementation of
information
and
communication
technologies,
excessive financial costs associated with the prevalence
of paperwork, long queues in offices and inefficient use
of human resources contributed to the development of
corruption and bureaucracy. The reforms carried out
were an important step in identifying, deeply analyzing
and gradually eliminating such problems, bringing
public services to a simple, transparent and citizen-
friendly state, and creating the organizational and legal
framework for public services.
One of the biggest challenges of the administrative
regulation of e-government services is that they must
grant equal access to all citizens. The digital divide
places significant limitations, as there are not always
the skills or resources available for everyone to use
online services. Policymakers must enact policies that
promote digital literacy and ease of access so that
lower socioeconomic groups are not excluded from
services they need. This includes providing training,
resources, and other means of service delivery for
individuals who cannot access or make use of web-
based systems.
Data protection and cybersecurity are also high on the
agenda in the field of electronic public services. Citizens
need their personal data to be safe when accessing
online services. Therefore, governments need to
establish strong data protection laws and cybersecurity
policies that secure citizens' privacy and ensure
confidence among online services. Legal regimes ought
to explain how data is collected, kept, and used so that
citizens are adequately informed of their rights when it
comes to personal data. The legal framework for digital
public services must also be adaptive enough to
accommodate ever-changing technology situations.
Legislation that regulates the provision of services must
be adaptable to incorporate new technologies, such as
artificial intelligence and blockchain, which can bring in
efficiency and security in delivering public services.
There will have to be continuous evaluation and
revision of the legislation to keep pace with innovations
and shifting expectations of the public. This
adaptability can result in a more responsive and
resilient public administration. Besides, transparency
and accountability are essential components of
International Journal of Law And Criminology
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International Journal of Law And Criminology (ISSN: 2771-2214)
effective regulation in e-public services. Governments
must be transparent in their decision-making and
processes, providing citizens with insight into how
services are delivered and why administrative decisions
are taken. Transparency not only increases public trust
but also allows citizens to hold powers accountable for
service quality and adherence to stipulated rules.
Grievance reporting and redress mechanisms ought to
exist in regulatory systems to enable citizens to report
issues, if any, with the digital delivery processes of the
services.
The President of the Republic of Uzbekistan Sh.
Mirziyoyev in his congratulations on the occasion of the
29th anniversary of the adoption of the Basic Law
defined as a priority task the introduction of the
principle of “New Uzbekistan
-
a social state” into public
life as a constitutional norm.
The reforms carried out in the Republic of Uzbekistan
serve as a solid legal, political and spiritual basis for
strengthening
national
statehood
and
state
sovereignty, ensuring security, law and order and the
rule of law in society. At the same time, important steps
have been taken to ensure the inviolability of state
borders, protect human rights and freedoms,
strengthen the atmosphere of tolerance and harmony
between nations and religions. As a result of these
processes, all the necessary conditions and
opportunities have been created for a dignified and
prosperous life of our people, the full realization of the
creative and constructive potential of our citizens.
It should be noted that knowledge of the legal
framework for regulating the provision of public
services is the main guarantee for the development of
the industry. New steps in this direction, especially
since 2013, have made a worthy contribution to the
formation and development of the industry.
In order to strengthen the legal framework for public
services, a number of regulatory legal acts have been
adopted, the most important of which are:
- Decree of the President of the Republic of Uzbekistan
dated 04.20.2022 No. UP-113 "On additional measures
to simplify the provision of public services, reduce
bureaucratic barriers and develop a national system for
the provision of public services";
- National Strategy for the Modernization and
Accelerated Development of the Public Services System
for 2022-2026;
- Decree of the President of the Republic of Uzbekistan
dated 07.24.2021 UP-6269 "On measures to improve
the infrastructure for the provision of public services
and expand public access to public services";
- Decree of the President of the Republic of Uzbekistan
dated 07.12.2020 PP-4913 "On additional measures to
attract the private sector to areas regulated by the
state";
- Decree of the President of the Republic of Uzbekistan
dated 31.01.2020 No. UP-5930 "On additional
measures to accelerate the development of the
national system for the provision of public services";
- Unified register of public services (approved by the
Ministry of Justice on 13.09.2019. Registered on
31.07.2019 No. 3181. No. 6 of the Ministry of Justice,
National Agency for Project Management under the
President of the Republic of Uzbekistan No. 136);
- Resolution of the Cabinet of Ministers of the Republic
of Uzbekistan dated 07.06.2019 No. 468 "On approval
of the Administrative Regulations for the provision of
public services for the acceptance of documents for
admission to higher educational institutions."
High-quality, prompt and transparent implementation
of services provided by government bodies to citizens
and business entities strengthens public trust in the
state. Regulations play an invaluable role in regulating
government services. The regulation of government
services is the main document that determines the
specific procedure, conditions and terms for the
provision of the service. There are lessons on the e-
government regulation environment from the global
perspective for countries that want to enhance their
systems. Many countries have embraced the digital
revolution and established effective regulations that
enhance services. For example, the European Union's
General Data Protection Regulation (GDPR) ensures a
high standard of data protection, which has become
internationally accepted in the safeguarding of citizens'
personal information. Learning from such best
practices will help in developing improved regulatory
structures that prioritize the rights of citizens and
enhance delivery of services.
Public participation is a vital component in defining
administrative and legal regulations for electronic
public services. Governments should actively involve
citizens in the decision-making process, asking them to
comment on issues related to service delivery, privacy,
and technology. Participatory decision-making not only
instills a feeling of belonging among citizens but also
makes regulation more legitimate and effective. With
all voices included, regulators can come up with
comprehensive frameworks that are tailored to the
specific needs and fears of various demographic
groups.
With public services going ever more electronic, the
role of technology in policy-making practices cannot be
overstated. Use of new technologies like machine
learning can help governments in analyzing patterns of
International Journal of Law And Criminology
78
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International Journal of Law And Criminology (ISSN: 2771-2214)
usage of services, identifying where correction needs to
be made, and verifying compliance with regulations
implemented. Apart from this, regulatory technology
(RegTech) platforms can make compliance more
effective, with ease of compliance by public institutions
with the assurance of efficiency and effectiveness of
the delivery of services. Legal institution and regulatory
administration
alignment
is
paramount
in
implementing electronic public services properly. Legal
experts, policymakers, and technology stakeholders
need to collaborate to develop integrated regulations
that offer solutions to the complexities of offering
electronic services. As a team, they can develop open
guidelines that protect the rights of citizens while
enabling governments to leverage technology for
enhanced service delivery.
It is necessary in the future that nations put high on
their agendas the regular examination of their
regulatory frameworks against the backdrop of
emerging
technologies
and
changing
public
expectations. Regular examination can identify where
current regulation is lacking or where regulation must
be amended, so that public services remain relevant
and effective in a digital world. By active regulation,
governments can position themselves as leaders in the
delivery of electronic public services. The system of
public service provision in the country is being
consistently improved and modernized, which, first of
all, allows “government bodies to serve the people” in
the
relationship
between
interested
parties
(individuals and legal entities) and entities providing
public services.
CONCLUSION
Overall, legal and administrative regulation of the
public services in the electronic form is a key aspect in
ensuring that the services are not only efficient and
transparent, but safe and fair too. Although
governments keep following digitalization, a strong
regulatory framework has to evolve along with the
development in technology. This implies not only
framing comprehensive legislation that addresses
issues of the times but also forecasting future needs
and ensuring all citizens can utilize electronic services
effectively. From enabling digital literacy to
safeguarding personal data, the way forward is a
collaborative initiative among stakeholders like
government agencies, attorneys, and civil society. By
looking into this, one can see that proper regulation of
electronic public services will lead to an enabling and
responsive government in the end, enhancing the
overall quality of provision of public services during the
digital age.
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