Аннотация:The aim of the presented paper is to clarify and develop existing approaches to defining the essence of institutional processes in the context of digitalization of the public service sector, to identify problems associated with a change in the nature of public administration, the development of netocratic processes due to the increasing role of information networks. The research methodology is based on an extended content analysis of existing sources, the use of the results of Rosstat polls, methods of comparative statistical and graphical analysis, etc. The results include: the author's classification of existing approaches to terminology related to e-government and e-government services; the allocation of three groups of interaction in the field of public-services; the correlation dependence of the prevalence of public services on the reasons for not using the Internet; revealed the rea-sons for the digital inequality in the federal districts of the Russian Federation; the need to develop the skills of population digital interaction with public authorities, regardless of age, gender, place of residence, level of education. The originality of this paper is associated with the identification of the specifics of netocratic processes in Russia and their impact on the development of public administration institutions.