Priority Electronic Services (UA0081)

Introducing priority electronic services The Concept Note of E-Services Development in Ukraine until 2020 is developed by the State e-Government Agency and adopted by the CMU Ordinance # 797 of 8 November 2011. Over 2016-2018, the State e-Government Agency jointly with other respective public authorities and supported by international donors launched approximately 120 priority e-services in the following sectors: • Social protection; 20 • Construction and real estate; • Land and environment protection; • Business registration and operation; • Citizenship and migration • Security and litigation; • Finance and tax; • Transport. Implementation of one-stop-shop for ensuring access of natural persons and private entities to information of the activities of public authorities is provided by developing the unified requirements to the development, maintaining and integration/interaction of the websites of public authorities. At the same time, it is necessary to develop the unified coordinated national policy in this field. The most priority problems that need solutions are: • Lack of unified requirements to introducing e-services; • Lack of regulation of e-identification and authentication of clients during administrative service provision; • Lack of inter-agency e-interaction during administrative service provision; • Complexity and over-regulation of the procedure of administrative service provision; • Lack of clearly determined format of an e-document that regulates the procedure of filing documents for receiving an administrative service; • Lack of unified information and telecommunication system to provide e-services based on the established requirements; • Low level of trust to e-interaction on the side of administrative service providers and clients; • Poor readiness of public officials, local self-government officials, natural persons and legal entities to introducing e-services. Moreover, citizens’ awareness of the steps and procedures to set up a business or to receive documents related to various life situations (birth of a child, receiving a passport, registration of a vehicle and receiving a driver’s license, etc.) remains poor. One of key problems is that the information on administrative services is dispersed and not in reader-friendly language. It is necessary to develop a convenient reader-friendly service that will explain the list of necessary steps and explanations targeted to users having various life situations. Actions Responsible Timeframe Partners Indicator 1. Introducing e-provision of priority administrative services State e-Government Agency MoE Other central executive bodies January – December 2019 USAID and UK aid-funded Transparency and Accountability in Public Administration and Services Program/TAPAS, UNDP in Ukraine, 100 priority e-services are launched online 21 OSCE Project Coordinator in Ukraine, E-Governance for Accountability and Participation (EGAP) Program, Ukrainian Network of Integrity and Compliance, other CSOs and international organizations (upon their consent) 2. Launching the Unified EGovernance Web-Portal (portal.kmu.gov.ua) State e-Government Agency SCMU Throughout 2019 USAID and UK aid-funded Transparency and Accountability in Public Administration and Services Program/TAPAS, UNDP in Ukraine, OSCE Project Coordinator in Ukraine, E-Governance for Accountability and Participation (EGAP) Program, Ukrainian Network of Integrity and Compliance, other CSOs and international organizations (upon their consent) Unified E-Governance Web-Portal put to beta-testing, modules of monitoring the priority actions of the CMU on 2019 to implement the Public Administration Reform Strategy for 2016-2020 launched, rolling out of sub-systems of analysis and corporate communications launched 3. Launching the Life Situations client-oriented online service on the Unified State Web-Portal of Administrative Services to provide business entities and citizens with convenient services that explains necessary steps to users who have the respective life situations MoE Other central executive bodies Throughout 2019 USAID and UK aid-funded Transparency and Accountability in Public Administration and Services Program/TAPAS, UNDP in Ukraine, OSCE Project Coordinator in Ukraine, E-Governance for Accountability and Participation (EGAP) Program, Ukrainian Network of Integrity and Compliance, other CSOs and international organizations (upon their consent) Adequate operation of Life Situations client-oriented service ensured 22 Expected results of this activity are improving the quality of administrative service provision for citizens and business entities in line with the European requirements, simplifying the procedure of receiving them; improving performance of public authorities and local self-government bodies in the respective field; reducing corruption risks in administrative service provision; improving performance of public officials; ensuring access of citizens and businesses to information on services; raising awareness of citizens and business entities on the steps and procedures related to a specific life situation they have.

12. Introduce priority electronic services

Language of the commitment as it appears in the action plan: [107] Introducing priority electronic services

The Concept Note of E-Services Development in Ukraine until 2020 is developed by the State e-Government Agency and adopted by the CMU Ordinance # 797 of 8 November 2011.

Over 2016-2018, the State e-Government Agency jointly with other respective public authorities and supported by international donors launched approximately 120 priority e-services in the following sectors:

• Social protection;
• Construction and real estate;
• Land and environment protection;
• Business registration and operation;
• Citizenship and migration
• Security and litigation;
• Finance and tax;

Implementation of one-stop-shop for ensuring access of natural persons and private entities to information of the activities of public authorities is provided by developing the unified requirements to the development, maintaining and integration/interaction of the websites of public authorities.

At the same time, it is necessary to develop the unified coordinated national policy in this field.

The most priority problems that need solutions are:

• Lack of unified requirements to introducing e-services;
• Lack of regulation of e-identification and authentication of clients during administrative service provision;
• Lack of inter-agency e-interaction during administrative service provision;
• Complexity and over-regulation of the procedure of administrative service provision;
• Lack of clearly determined format of an e-document that regulates the procedure of filing documents for receiving an administrative service;
• Lack of unified information and telecommunication system to provide e-services based on the established requirements;
• Low level of trust to e-interaction on the side of administrative service providers and clients;
• Poor readiness of public officials, local self-government officials, natural persons and legal entities to introducing e-services.

Moreover, citizens’ awareness of the steps and procedures to set up a business or to receive documents related to various life situations (birth of a child, receiving a passport, registration of a vehicle and receiving a driver’s license, etc.) remains poor. One of key problems is that the information on administrative services is dispersed and not in reader-friendly language.

It is necessary to develop a convenient reader-friendly service that will explain the list of necessary steps and explanations targeted to users having various life situations

Milestones:

1. Introducing e-provision of priority administrative services
2. Launching the Unified E-Governance Web-Portal (portal.kmu.gov.ua)
3. Launching the Life Situations client-oriented online service on the Unified State Web-Portal of Administrative Services to provide business entities and citizens with convenient services that explains necessary steps to users who have the respective life situations

Start Date: January 2019

End Date: December 2019

Context and objectives

Ukraine has already made substantial progress on e-services, but multiple problems remain, [108] including a lack of unified requirements and data-sharing protocols, and low levels of trust, awareness, and readiness among both officials and citizens. [109] This commitment addresses one part of those challenges through developing a user-friendly Unified E-Governance web-portal to explain necessary steps for procedures. While some milestones seem completed prior to the action plan, each of the activities has a set of indicators, making the commitment verifiable. Although this initiative embarks on introducing useful electronic services, the commitment objectives do not demonstrate clear connection to OGP values.

The government expects this initiative to improve service provision and public agency performance, reduce corruption, and raise awareness of and access to information about services. The official of the State Agency for e-Governance (eGovAgency) emphasized the agency’s aim to create accessible, transparent, cyber-safe, free from corruption, low-cost, fast, and convenient e-services. [110] Considering the scope of activities and the potential to provide user-friendly information on public e-services, this commitment can have a moderate impact.

Next steps

To ensure effective implementation of this commitment, the IRM researcher suggests the Cabinet of Ministers consider two recommendations.

• Facilitate interaction among government agencies to make sure that they reach an agreement on their mandates and tasks.
• Launch an awareness-raising campaign to communicate to end users the information about the new e-services arranged around life situations.

12. Introduce priority electronic services

Completion: Complete

The government launched the unified e-governance web portal (named Diia and also available as a mobile app). ^[112] The government representative said there are over 120 digital services available (although some of these may be available outside the Diia portal). ^[113] Diia offers over 40 digital services for citizens and business, categorized in 15 topic areas. ^[114] Diia includes a plain-language online guide on 17 topic areas. ^[115] It points users to relevant digital services according to 20 life situations that citizens may encounter (such as registering a birth) or 16 situations for businesses. Within the first week of its launch, 1 million Ukrainians downloaded the app, and over 360,000 people downloaded digital driver’s licenses. ^[116]