Miroslava Boneva
RESEARCH OF E-SERVICES DEVELOPMENT TRENDS
Summary:
This paper aims to discuss trends in the development of electronic services, which as technology-based services have the potential to influence the short-term and long-term development of business, society and possibly in dimensions that are difficult to define. The set research tasks have been completed: (1) study of the short-term trends for the development of electronic services in the public sector and business; (2) systematization of pessimistic and optimistic visions for the development of electronic services in a longer term and (3) analysis of the results of an empirical study with an object of study the consumption of electronic services. The main thesis of the present study refers to the broad-spectrum impact of e-services on the digital transformation in various business sectors and the activities of public organizations. The following results have been achieved: (1) It is argued that the future development of e-services and their impact on organizations is important to consider in the following areas: technological, educational, socio-economic and managerial changes. (2) Factors determining the short-term tendencies for the development of the electronic administrative services in Bulgaria are substantiated. (3) The tendencies for short-term development of the e-services in the business are marked by the views of business leaders and the development of heterogeneous technologies, combining digital, physical and biological technologies. (4) Visions for the long-term development and impact of electronic services are systematized, covering alarming expectations and optimistic scenarios. (5) It has been established from the analysis of the results of an empirical study that: there is no change before and during the state of emergency in the consumption of electronic banking, e-shopping, electronic administrative services of municipal organizations and other e-services; the consumption of e-learning, e-administrative services of state institutions and e-communication has changed; There are no statistically significant differences between the respondents' perception of change in the use of e-services for personal and business purposes, as well as for those who assist older people, also on the basis of place of residence.
