One of the most ambitious administrative service projects in recent years is by far the state in a smartphone. However, before moving on to the implementation of future plans, it is always worthwhile to understand the current situation.

Author: Vasyl Sehin, specialist of the policy implementation department of U-LEAD with Europe Programme’s support to impoved administrative service delivery, for Ukrinform

Systemic implementation of the reform in the field of administrative services was intensified in 2012, after the adoption of the relevant Law (Law of Ukraine “On Administrative Services”, Verkhovna Rada, 2013, No. 32, Article 409). Since 2015, it has been closely intertwined with decentralisation processes in the country. Hromadas received sufficient powers (registration of residence, real estate, business, etc.) and resources to properly meet the needs of the population in administrative services.

The reform of administrative services resulted in high level of satisfaction of visitors of ASCs of local self-government bodies, in particular, 91% of visitors in big cities, positively evaluate its work. A completely different situation is observed in the ASCs of rayon state administrations. Such ASCs are often created only on paper (as required by law), but do not reach the proper level of service quality.

It should also be borne in mind that only 5% of the population used administrative services online. It is therefore very important that the new stage of this area reforming (and in particular the development of online services) does not impair physical access to services, as such services will remain in demand for a long time for many population groups.

The importance of physical services is also confirmed by the number of consultations provided by the ASCs. According to the results of our monitoring of the first Administrative Service Centres opened by the U-LEAD with Europe Programme, about 40 out of 100 visitors come for consultation.

The signed Decrees of the President of Ukraine make it clear that the quality of administrative services is a priority for the President of Ukraine and his team.

In general, it is noticeable that Volodymyr Zelenskyy’s team pays attention to the problems of administrative services. At the same time, there are rather ambitious goals for online services, and much less details as far as physical access to administrative services is concerned.

Therefore, receiving administrative services directly through a smartphone is a long-term prospect for the majority of the population.

According to the latest data, there are plans to form about 1400 AHs in Ukraine. Proper ASCs should function in every capable AH. Now 806 ASCs are functioning in Ukraine and many of them are hardly proper.

The U-LEAD with Europe Programme also contributes to the development of a network of proper ASCs. We expect that the opening of all ASCs planned by the Programme will be an important condition for ensuring the provision of quality and accessible administrative services to all residents of Ukraine.

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