摘要：This paper addresses the changes to the classic public service provision model where service delivery itself involves the need to establish a direct contact between the service provider and the ordering party. Currently, public services evolve towards self-servicing based on the e-service model, that is provided by private companies. According to the author, this situation is caused by broadly defined economic conditions and industrial approaches to the service provision environment. The author also believes that the drivers of digital transformation of the public service sector have led to a number of adverse social and cultural phenomena: • service providers and ordering parties are no longer in a direct relationship which, according to thinkers cited in this paper (G. H. Mead, M. Buber, J. Tischner, M. Heidegger) needs to be established as a reflection of humanity. • social exclusion. Unlike initially assumed, the Internet – a modern communication platform and a vital part of the e-service process – has become a driver of cleavages and animosities in society. • extreme disproportions between the representatives of the poorest and the wealthiest parts of the global society. P. P. Nowak quotes the recommendations of the representatives of the Magisterium and calls for the reestablishment of historical values, including direct relationships in the service delivery process. A service-oriented civilization can be perceived as a gate to the civilization of love which was so often referred to by John Paul II.
其他摘要：W artykule opisano zmiany w klasycznym publicznym modelu usługowym, w którym akt świadczenia nierozerwalnie związany jest z bezpośrednią relacją pomiędzy usługodawcą a usługobiorcą. Obecnie usługi publiczne stają się przede wszystkim samoobsługą realizowa
关键词：e-service; digitization; new public management; relation
其他关键词：e-usługa; cyfryzacja; nowe zarządzanie publiczne; relacja
