E-Government and Public Services
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A two-step diagnostic of Armenia's public digital services is developed, showing that the binding constraints are not technological but institutional and managerial, and is a transferable instrument that complements maturity and availability indices by locating where digital transformation stalls.
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Comparative e-government instruments classify states by the maturity or availability of digital services, but reveal little about whether the institutional and organizational preconditions for digital transformation are in place. This article argues that the effectiveness of public digital services depends not on technological tools alone but on the readiness of the environment in which they operate. It develops a two-step diagnostic: a structural mapping of Armenia’s public digital services, and a readiness assessment on four interconnected components – legal regulation, institutional governance, organizational capabilities and usability. The findings show that the binding constraints are not technological but institutional and managerial. The contribution is a transferable instrument that complements maturity and availability indices by locating where digital transformation stalls.
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@article{Melkumyan2026ASSESSING,
title = {ASSESSING THE INSTITUTIONAL AND ORGANIZATIONAL READINESS OF PUBLIC DIGITAL SERVICES IN ARMENIA: A FOUR-DIMENSIONAL DIAGNOSTIC FRAMEWORK},
author = {Narek Melkumyan},
journal = {Economics Finance and Accounting},
year = {2026},
doi = {10.59503/29538009-2026.2.18-84},
url = {https://doi.org/10.59503/29538009-2026.2.18-84}
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