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Discussion of the future of administrative services and their digital formats


On 10 October, the conference “Administrative Services in the Context of Development of Amalgamated Communities and Digital Transformation Processes” started with the welcoming words of Programme Directors of U-LEAD with Europe Bastian Veigel (from GIZ) and Susanna Dellans (from Sida), and Deputy Minister of Digital Transformation of Ukraine Liudmyla Rabchynska. The Deputy Minister highlighted the priority areas of work, inter alia, providing all public services in electronic form, Internet coverage of the whole territory of Ukraine, the development of digital skills of citizens, focusing on complex and fast services, the satisfaction of 90% of the population with the quality of administrative services.

Opening the conference, Director of Administrative Reform in Eastern Ukraine II Project Taras Zhuravel noted that since the time of conducting the first conference in 2013 major changes have taken place in the field of administrative services and thanked everyone present for their great work and responsibility. He added that the topic of decentralisation of powers in the field of administration services remains very relevant today, but at the same time new topics and new challenges have appeared.

Executive Director of Association of Amalgamated Communities Valentyna Poltavets told about the story behind the establishment of the Association and outlined the progress achieved. Today there are 450 Association members. It proves that the amalgamated communities intend to be active players in the field where the rules of the game are being formed. CAS is a really great tool for being useful to community residents. There is so much information available for the amalgamated communities in this respect due to the experience of big cities and the support of international technical assistance projects, but only 168 CASs are established in the amalgamated communities. ‘I think that the second wave of CAS establishment will be after finishing the process of amalgamation of communities in Ukraine,’ Valentyna Poltavets said.

Head All-Ukrainian Association of Centres for Administrative Services Nataliia Shamrai said, ‘The first conference “Current Status and Trends of Administrative Service Delivery Reform. Decentralisation of Powers in Administrative Service Delivery Sphere” was held in 2013. Since then Facebook has been reminding about fruitful meetings taking place once a year with like-minded people who already became a family. Within these 6 years we had been studying, changing, growing and finally have become the best. In 2013, we could not even dream about issuing foreign passports via Centres for Administrative Services, not to mention biometric ones. We are now the role model CASs with modern premises equipped with advanced technologies, electronic queue management system and facilities for people with disabilities. We work on an extended schedule and provide more than 150 types of administrative services. Unlike closed offices and the corridor system, we are moving forward!’

Head of the State Migration Service of Ukraine Maksym Sokoliuk highlighted the changes in the field of passport services. In the nearest future, a service of simultaneous issuing of an ID-card and a travel passport at reduced cost will be introduced. It will also be possible to receive an ID card and a travel passport within a three-day period and even a one-day period for Kyiv residents. The works are now underway on project ID 14 – simultaneous registration of an individual as a taxpayer during the first passport application.

Head of Kyiv Regional Service Centre of the Ministry of Internal Affairs of Ukraine Yurii Smolianinov pointed out that the reform of the service centres started in 2015 and informed, ‘Providing an extract from the unified state register of vehicles is one of the new services. Another service we have recently implemented is the issuance of a certificate of no criminal record. Such a certificate can be ordered electronically either on the website of the Main Service Centre or on the website of the regional centers and can be received by e-mail for printing out, or on a letterhead with a seal and signatures at the respective territorial center.’ He also added that at present seven Kyiv Centres for Administrative Services provide the services of vehicle registration and reissuing of driver's licenses. By the end of 2019, these services will also be available in 45 Ukrainian Centres for Administrative Services.

During the conference, the participants also discussed the issues of decentralisation of powers in the field of architectural and construction control, social policy and land matters.

Administrative Reform in Eastern Ukraine II Project initiated a panel discussion on the best practices of cooperation between international technical assistance projects and local self-governments in the area of administrative services. The representatives of Sida from the U-LEAD Programme, Partnership for Local Economic Development and Democratic Governance (PLEDDG) Project and the Administrative Service Reform Office joined the session.

Conference video, 10 October (part 1)

Conference video, 10 October (part 2)

On 11 October the conference agenda was focused entirely on e-governance and digital transformation topics. The speakers and participants discussed the following issues:

  • launching of an electronic monitoring system of Centres for Administrative Services in Ukraine;
  • e-document management system in Ukraine;
  • electronic registers of communities;
  • introduction of complex e-services;
  • unified analytical data system for monitoring and regional planning;
  • communication between state and citizens through the use of chatbots.

Video of panel discussions on digital transformation, 11 October

Photos of the conference sessions are available at the below links:

Photos of day 1 – Open Space session, 9 October 2019

Photos of day 2 – panel discussions by the groups of administrative services, 10 October 2019

Photos of day 3 – technological solutions for communities and complex electronic services, 11 October 2019

Conference organisers: the Secretariat of the Cabinet of Ministers of Ukraine jointly with the Association of Amalgamated Territorial Communities and All-Ukrainian Association of Centres for Administrative Services with the support of the U-LEAD with Europe Programme and Administrative Reform in Eastern Ukraine II Project implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the German Government.