Podcast 🎧 & blog: Competence Centre Boosts Public Service Development in Ukraine
By Federico Plantera
While governments worldwide keep evolving and adapting to new ways of rolling out public services, Ukraine – even faced with a full-scale military aggression – offers a compelling example of how savvy transformation processes can bring services closer to people. Here is where the Digital Competence Centre (DCC)/ Центр цифрових компетенцій steps in, as a hub for the development, standardisation, and optimisation of Ukraine’s public digital services.
Two guests join us in this episode to illustrate how it all comes together. Iryna Zabolotna, Head of the Department for the Implementation of Electronic Services at the Ministry of Digital Transformation of Ukraine, and Mykhailo Kornieiev, Senior Expert on Information Technology at the e-Governance Academy (eGA).
Methodology, challenges, and impact of digital service development in Ukraine – get a hold of the progress made, and the valuable lessons that may help governments worldwide improve their service delivery.
The Lifecycle of Public Service Development
At the heart of Ukraine’s digital governance lies an approach to public service development that is both structured and flexible. Every digital service begins with an idea, often inspired by immediate societal needs. In the beginning, naturally, it’s all about the ambition to create a seamless experience for citizens.
“We always start with a bold idea, to develop a service that is so intuitive that every person in Ukraine can use it without guidance. But that idea must then undergo rigorous analysis, legislative review, and technical planning before it can become reality,” Zabolotna explains.
The design and development process then follows a clear workflow:
- Legal and regulatory analysis – Determining what changes are needed in legislation or policy.
- Business process reengineering – Simplifying and optimising the service’s operational flow.
- Data infrastructure assessment – Ensuring interoperability with state registries and government systems.
- Technical development – Coding, testing, and integrating the service into the digital ecosystem.
- User testing and feedback loops – Continuously refining the service based on real user feedback.
Each of these stages ensures that services are not only technically functional but also accessible, inclusive, and responsive to citizens’ needs. To give a fitting example, our guests refer to the rapid development of services to support internally displaced persons (IDPs) following the russian full-scale invasion. “In a matter of weeks, we built digital solutions that allowed displaced citizens to register for assistance, access vital resources, and communicate with state authorities, all through their smartphones. We were concerned with providing a service that is effective and efficient. But in light of such dire needs, rolling it out was also about providing dignity and security to those in crisis,” Zabolotna highlights.
Another significant case is the Veteran Services Platform, which centralises multiple services for Ukraine’s military personnel and their families. Kornieiev explains that success in such projects relies on quality data and interoperability between government agencies. “Veterans need access to pensions, healthcare, and social benefits, often across different government levels. The key to making these services work seamlessly is ensuring that registries communicate with one another and that the data is structured properly from the outset,” Kornieiev explains.
Digital Accessibility, Citizen Engagement, AI
There is a clear commitment towards making digital accessibility a fundamental principle of Ukraine’s digital strategy. Not as an afterthought, then, but as an integral part of the design process from the very beginning. So, by ensuring inclusivity at every stage of development, they are also fostering a culture of digital accessibility.
Zabolotna, responsible as well for the working group on digital accessibility and inclusivity within the DCC, opens up on how Ukraine actively engages citizens in the development process. “We don’t assume what people need – we ask them. From surveys to public discussions, we collect real-time feedback to shape services that truly work for users. Sometimes, citizens even help us choose the names of new services.” Through user feedback, social media interactions, and direct input on service design, development, and rollout can truly be done with and for the people.
Because, beyond feedback, accessibility also means ensuring that services are usable for all demographics, including people with disabilities, elderly citizens, and those in remote areas. Digital literacy efforts accompany service deployment, helping citizens navigate and fully benefit from digital government solutions.
Artificial intelligence can also help in that sense, emerging as a powerful tool in public service optimisation. Indeed, an AI working group within the DCC is tasked with finding ways to enhance service delivery, reduce administrative burdens, and make government interactions more efficient by leveraging the latest technology.
One practical example is Natalka, an AI-driven chatbot designed to assist businesses in navigating government services. “Instead of our team manually handling thousands of inquiries, Natalka instantly provides answers on how Diias services can simplify business operations – by integrating Diia.Signature, or obtaining copies of digital documents and data from registries – allowing specialists to focus on more complex cases,” Zabolotna says.
Key Takeaways for Other Governments
Ukraine’s Digital Competence Centre serves as an example of how a well-coordinated governance approach can drive digital progress. The country’s experience offers several key takeaways for other nations embarking digital public services:
- Don’t be afraid to experiment
Innovation often requires taking calculated risks. Zabolotna points to Ukraine’s online marriage service, a world-first initiative that allows couples to marry via video call and submit with digital signature. “Estonia had online marriage registration, but we took it a step further – making the entire process remote. It’s a highly popular service in Ukraine, and its popularity continues to grow.”
- Collaboration across agencies is essential
Digital services are rarely developed in isolation. Kornieiev explains that success depends on strong partnerships between ministries, local governments, and private-sector actors to ensure data interoperability and cohesive service ecosystems.
- Listen to your users
Citizen engagement starts with collecting feedback and integrating it into decision-making. Ukraine actively surveys citizens to determine which services to prioritise and how to improve existing ones.
- Automate wherever possible
By reducing manual intervention, governments can enhance service delivery speed, accuracy, and efficiency. AI and targeted automation can play a key role in scaling digital services effectively.
- Invest in digital infrastructure
Strong registries, secure data exchange, and resilient IT systems form the backbone of a functional digital state. Without these, even the most innovative services risk underperforming.
Ukraine’s Digital Competence Centre emerges as a model for agile, user-focused digital transformation. By integrating citizen input, embracing emerging technologies, and fostering collaboration, Ukraine has built an e-government ecosystem that is both resilient and responsive to real-world needs. With a commitment to bold innovation, data-driven decision-making, and inclusivity: cornerstones of meaningful digital transformation.
The Digital Competence Centre (DCC)/ Центр цифрових компетенцій has been launched within the EU-supported DT4UA project, implemented by the eGA team in Ukraine. The DCC aims to ensure the sustainable development of public services and a strong ecosystem for their provision. The DT4UA project supports Ukraine’s digital transformation and integration into the EU’s Digital Single Market. The project focuses on enhancing the efficiency and security of public service delivery, improving access for citizens and businesses in Ukraine while aligning with EU requirements. Additionally, the project provides rapid response to urgent needs arising from the war.
Read more about the project undertakings and achievements >>> https://ega.ee/project/dt4ua/
Listen to all Digital Government Podcast episodes >>> ega.ee/digital-government-podcast