On August 13, 2024, a presentation of a new project titled “Enhancing the Digital Capacity of Administrative Service Centers in the Zhytomyr Region in the Provision of Public Services” took place at the Zhytomyr Regional Military Administration (RMA), under the chairmanship of Deputy Head of the RMA/CDTO of the region, Kostiantyn Lopushanskyi. The project is being implemented jointly with the E-Governance Academy, supported by the Estonian Centre for International Development.
The project will include measures to strengthen the capability of 10 regional communities in providing electronic services within the ASC. As part of the project, the following actions will be taken:
🔹 a study of the current state of service provision in the communities,
🔹 development of strategies for improving and expanding services within the ASC,
🔹 training to enhance the skills of ASC staff.
It is noteworthy that during the presentation, ASC leaders from several participating communities shared their experiences and successful cases in introducing new services within the ASC. The project will not only strengthen digitization processes in the region but will also allow public services to be more accessible and convenient for residents of the communities.
Status of Administrative Service Centers (ASC) in the Zhytomyr Region: Overview and Changes Over the Past Few Years
1. Administrative Service Centers (ASCs) are key components of the public administration system. They aim to improve citizens’ access to public services. ASCs also increase the efficiency of administrative procedures.
In recent years, there has been active reform and modernization of ASCs in Ukraine. These reforms include organizational changes to improve their structure. New technologies for service provision have also been introduced.
ASCs in the Zhytomyr region are also actively developing, although the level of electronic service implementation and infrastructural readiness varies by specific district or community.
2. Development of ASCs in the Zhytomyr Region Significant changes in the provision of administrative services have taken place in the Zhytomyr region over the past few years:
Creation and Modernization of ASCs: Over the last few years, projects have been implemented to establish new ASCs and modernize existing ones, improving service accessibility for residents, especially in remote areas. New ASCs have become more accessible and user-friendly thanks to modern information technologies. Expansion of Electronic Services: National initiatives and programs, including “Diia,” have significantly expanded the range of administrative services available online. These include electronic documents, business registration, residency registration services, and many others. Infrastructure Modernization and Staffing: The region is actively working to improve ASC infrastructure, including implementing new systems for processing requests and providing services. Enhancing the qualifications of ASC staff is also essential for delivering high-quality and efficient services.
3. Changes in Recent Years Implementation of Electronic Services and Digitalization:
Recent years have seen steps taken in the region to introduce electronic services in ASCs, significantly reducing wait times, facilitating service access, and reducing bureaucracy. The “Diia” system has become the primary tool for digitizing administrative services. Specifically, services such as residency registration, obtaining various certificates, and business registration are now available online through the “Diia” portal. Expansion of Service Range within ASCs: Besides traditional administrative services, new services, such as document issuance related to notarial acts, construction permits, land issues, and others, have been introduced in the ASCs of the Zhytomyr region. Attracting Grants and Funding for Development: Several ASCs in the Zhytomyr region have received funding for modernization from both the state and international organizations. These funds are directed towards equipping ASCs with advanced technology, connecting them to unified databases, and improving staff digital literacy.
4. Issues and Challenges Despite positive changes, some issues remain relevant:
Uneven Development: In some remote areas of the Zhytomyr region, access to electronic services remains limited due to insufficient technical equipment or lack of high-quality internet connectivity. Digital Literacy of the Population: Low levels of digital literacy among certain parts of the population remain a significant problem. This creates barriers to the use of electronic services even in communities where they are available. Staffing Challenges: Issues with training and retaining qualified staff in ASCs often arise. That can impact the speed and quality of service delivery.
5. Prospects for the Development of Electronic Services in the Zhytomyr Region
It is forecasted that the region will continue to develop and implement electronic services in ASCs, with a significant portion of services becoming available through the “Diia” mobile application.
Plans include:
- expanding the list of services available online;
- developing an online payment system for services;
- improving infrastructure to ensure internet access in rural and remote communities;
- training the population and ASC staff to improve digital literacy.
6. Recommendations for Enhancing the Capacity of Communities in Providing Electronic Services Given the current challenges and needs, the following actions are advisable to improve the provision of electronic services in the ASCs of the Zhytomyr region:
Improving Digital Literacy Among the Population: Organizing training and education for citizens, especially older adults, to reduce barriers to using electronic services.Improvement of technical equipment. Investments were made to modernize the ASC’s infrastructure, including a faster and more reliable Internet connection. Expanding the Range of Electronic Services: Developing plans in collaboration with state authorities to digitize as many administrative services as possible. Attracting International Partners and Grants: Actively seeking funding to expand the capabilities of ASCs, particularly in rural and remote communities. Conclusion The Zhytomyr region is experiencing positive dynamics in the development of ASCs, but further work on infrastructural changes, digital platform improvements, and raising digital literacy among the population is essential to strengthen communities’ capacity in providing electronic services. A comprehensive approach to these issues will ensure access to quality and efficient administrative services for all residents of the region.
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For more information, please contact the Department of Economic Development, Trade and International Cooperation of the Zhytomyr Regional State Administration: 25 Mala Berdychivska St., office. 204, or by phone: 0412 (47-44-92, 47-46-32).