THE MANAGERIAL LEVEL OF THE DIGITAL TRANSFORMATION MANAGEMENT MODEL – FROM THE ILLUSION OF TECHNOCRACY TO AN ECOSYSTEM OF TRUST

Abstract

The article provides a critical analysis of the managerial level of digital transformation in the public administration system. The author identifies systemic dysfunctions associated with the dominance of "metric fetishism" — focusing on formal KPIs to the detriment of qualitative changes. Based on the methods of critical institutional analysis, the study of regulatory documents, Rosstat data and audit reports, key problems are being investigated: substitution of goals in the implementation of digital services, methodological errors in calculating ROI, limitations of feedback mechanisms and resistance to organizational culture. It is proved that a technocratic bias that ignores human-centricity creates risks of digital paternalism and algorithmic discrimination. As an alternative, the concept of transition to an "ecosystem of measurable trust" is proposed, suggesting a shift from KPIs to a focus on completed results for citizens, institutionalization of feedback, and recognition of the priority of organizational culture over technology. The article is addressed to researchers and practitioners in the field of public administration and digital economy.