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Vision of Ukraine – 2030. What should be the administrative services and their digitalization?

In the summer of 2022, the CPLR team, as part of the public coalition «Ukraine after Victory», formulated a vision «Vision of Ukraine – 2030». The document offers key conditions for the reconstruction and development of Ukraine after the Victory. Here we share how we see services and digital transformation in Ukraine after the Victory

How do we imagine Ukraine in 2030?

Services are as simple as possible for consumers, available through digital and physical channels. Integrated offices (Centres for the Delivery of Administrative Services with their territorial access points — remote workplaces, territorial subdivisions) operate in all territorial communities. The vast majority of services can be obtained online. In the CDAS, one can get all the basic administrative services: registration of civil status acts; passport services; registration of real estate, business, land, transport; driving licence; social, pension services, etc. Most of these services are delegated as much as possible for their direct implementation to local governments.

Digital copies and online documents are legally valid in all legal relations along with paper documents. The number of independent users of digital services is more than 85% of Ukrainians. For other users, the state provides opportunities to use digital intermediaries (such as CDAS). The number of services provided online is 80% of the total number of services provided.

Along with the service-digital approaches, due attention is paid to the legal standards of the “state-individual” relations. A fair administrative procedure is applied in all bodies, the balanced and non-conflicting decisions are ensured. The number of administrative acts appealed administratively is less than 5%, and those appealed in court, less than 1%. Special administrative legislation in all sectors is clear to the citizens and investors; it meets the requirements of the general administrative procedure according to EU standards, the exceptions are minimal and justified.

What key changes need to be made to achieve this goal?

Delegate as much as possible the authority to provide administrative services to local self-government bodies (LSGB). The state retains the functions of administration of unified and state registers, professional administrative control over the powers delegated to LSGB.

Regularly review administrative services for possible deregulation (up to cancellation) or simplification. Before digitisation, first develop the optimal “architecture” (organisation and methodology of provision) of the service, its accessibility for all categories of citizens.
Create operational institutions for personal data protection.
Review special administrative and procedural legislation re. its compliance with the general administrative procedure (GAP). Organise effective training of all public servants in GAP standards.

What red lines cannot be crossed in this area?

  • Violation of a person’s right to privacy for the sake of a high level of digitalisation of the country.
  • Insufficient protection of personal data, state registers, lag in the development of security from the digital services provision.
  • Use of digital technologies for illegal collection of information about citizens and their application against citizens and businesses.
  • Digital discrimination of separate categories of citizens.