Administrative Services

The Annual Conference ‘Current Status and Trends of Administrative Service Delivery Reform. Decentralisation of Powers in Administrative Service Delivery Sphere’ gathered over 200 participants in Kyiv on 10-11 October 2018. The conference participants were the representatives of Centres for Administrative Services (CASs), inter alia, from Amalgamated Territorial Communities, representatives of Oblast and Rayon State Administrations, Village and City Councils from all Ukrainian regions. The NGOs All-Ukrainian Association of Centres for Administrative Services, the Association of Amalgamated Territorial Communities and a Ukrainian think-tank Centre for Political and Legal Reforms also participated at the conference.

It is important to note that the conference format allowed the participants not only to have an update on the latest developments and upcoming legislative changes in administrative service delivery sphere directly from central state executive authorities but also to receive full clarification on the matters of concern and propose their own solutions.

Opening the conference, First Deputy Minister of Economic Development and Trade of Ukraine Maksym Nefyodov pointed out that the voluntary amalgamation of communities enabled the newly-established local self-governments to receive new powers and responsibilities including such services as registration at the place of residence, architectural and construction regulatory approvals, state registration of businesses and immovable property. The decentralisation reform should result in quality and accessible administrative services. Maksym Nefyodov emphasised that much has been done in this direction – innovative approaches are being applied to bring administrative services closer to citizens through mobile offices and digital mobile cases. He expressed the hope that the conference would become a platform for mutual understanding, exchanging of experience and ideas, developing new approaches to implement the vector of national development in administrative service delivery sphere.

Director of Administrative Reform in Eastern Ukraine II Project Taras Zhuravel noted that typically the conference takes place in October as a celebration of ‘a birthday’ of the Law of Ukraine ‘On Administrative Services’. On the other hand, it is an occasion to sum up the annual results, discuss current progress and define the priorities for the next steps. The conference format is completely different from others as it comprises ongoing open dialogue among the practitioners of administrative service provision, the experts and the representatives of central state executive authorities.

On behalf of All-Ukrainian Association of Centres for Administrative Services Nataliia Shamrai, Chairperson of the Association and Director of Department for Administrative Services under Kyiv City State Administration welcomed the conference participants. She introduced the Association’s activities for the past year and the plans for the coming year, inter alia, the establishment of regional offices and strengthening of cooperation between east and west for well-coordinated decision-making. Afterwards the Chairperson of the Association signed the Cooperation Agreements with representatives of Nova Vodolaha Village Council and Izium, Bilhorod-Dnistrovskyi and Shumsk City Councils from Kharkiv, Ternopil and Odesa Oblasts.

Head of Administration of Normative and Legal Support for State Registration at the Ministry of Justice of Ukraine Anatolii Leshchenko briefed the conference participants on the key tasks the Ministry is focusing on now, namely the comprehensive improvement of legislation and legal awareness raising of citizens and administrative service providers. He answered the questions on the formation of state registers and providing access to registers for CAS employees.

Director of Department for State Land Cadastre at the State Service of Ukraine for Geodesy, Cartography and Cadastre Ihor Slavin said that the list of the most popular online land-related services is consistently increasing. For instance, this year a new service on providing cartographic materials has been launched via user account. The State Service of Ukraine for Geodesy, Cartography and Cadastre grants permissions for local self-governments to access the features of State Land Cadastre under condition of complying with two requirements. The first one is compliance with the requirements of the State Service of Special Communications and Information Protection on secure communication lines. Secondly, the employees of Centres for Administrative Services should meet all obligatory qualification requirements. For now, the existing qualification requirements are not a subject to review.

Director of Department for Regulatory Support at the State Architectural and Construction Inspection of Ukraine Serhii Shevchenko presented a new online platform for construction permits providing the following advantages:

  • transparent procedures
  • user-friendly search system
  • control over responsible officials
  • elimination of abuse of power
  • corruption prevention

According to Serhii Shevchenko, the State Architectural and Construction Inspection also simplified the procedure for legalisation of unauthorised construction and introduced a so-called ‘construction amnesty’. In 2019, it will be possible to submit all the documents online.

Head of the State Migration Service of Ukraine Maksym Sokoliuk and Director of Department for Information Support, Telecommunication Services and Data Protection of the State Migration Service Ivan Dvoilenko answered many questions concerning the issuing of ID cards and passports for travelling abroad, the system of registration at the place of residence and technical consultations to CASs.

First Deputy Head of Main Service Centre of the Ministry of Internal Affairs of Ukraine Oleksandr Knyaziuk and Head of Kyiv Regional Service Centre of the Ministry of Internal Affairs of Ukraine Yurii Smolyaninov provided detailed information on the work of mobile service delivery buses, first registration and reregistration of vehicles and renewing or exchanging driving licenses.

Deputy Head of the State Agency for E-Governance in Ukraine Oleksii Vyskub highlighted the scope of ongoing tasks comprising the introduction of 100 most important administrative services online; reengineering and simplification of service delivery procedures; facilitating data exchange at the national and local levels via interaction of state registers; providing CASs with IT systems to speed up service delivery to citizens.

Viktoriia Gerasymovych, Deputy Director of Department for Development of Information and Communication Technologies, Document Flow Systems and Electronic Services at the Ministry of Economic Development and Trade of Ukraine, told the participants about the benefits of the Unified State Portal for Administrative Services and announced plans for its further development.

Ihor Pitsyk, State Expert of Local Self-Government Development Expert Group at the Ministry of Regional Development, Construction, Housing and Communal Services of Ukraine informed the participants on the progress of the establishment of Centres for Administrative Services in the amalgamated territorial communities.

Alongside this, Head of Division for Development of Administrative Services Provision System at the Ministry of Economic Development and Trade of Ukraine Oleksandr Kamenchuk highlighted the annual achievements and announced upcoming legislative changes.

The second day of the conference was carried out in the World Café format. It allowed all the participants to discuss the problems arising in the sphere of administrative service delivery.

Summarising the results of a two-day conference, Coordinator of Administrative Reform in Eastern Ukraine II Project Oleksiy Kubar presented a new online system for monitoring the performance of Centres for Administrative Services. Oleksiy pointed out that monitoring does not aim to control, but rather to search the possibilities for development. The online monitoring system has been developed and launched with the support of Administrative Reform in Eastern Ukraine II Project on request of the Ministry of Economic Development and Trade of Ukraine. Now the system is working in test mode in Rivne Centre for Administrative Services. Afterwards, it will be an official launching for all Ukrainian Centres for Administrative Services. Moreover, the citizens will also have access to this online monitoring system with the only difference that CASs will have access to advanced features.

All conference participants could ask questions to the speakers via an interactive audience participation tool. There were lots of questions. Besides, several interactive express surveys have been conducted, for instance, one of the surveys showed the following results:

  • 51 per cent of participants indicated that changes in the laws are mostly needed in the sphere of registration at the place of residence
  • 86 per cent of participants stated that the process of establishment of city-rayon Centres for Administrative Services is complicated
  • 93 per cent of participants assume that every Centre for Administrative Services should have a brand identity

According to the feedback from participants, the conference was useful and particularly relevant for their practical work. Pavlina Oganesyan, Head of Department for Administrative Services at Romny City Council of Sumy Oblast, said, ‘There were a huge number of questions and the maximum number of answers. It was a possibility to communicate with colleagues from other Centres for Administrative Services, central state executive authorities, Ukrainian Parliament Committees, Ministries and international organisations. We discussed the new laws, proposed solutions for legislation gaps and developed roadmaps, thus we had a real opportunity to take part in the law-making activities. It was important, diligent and fruitful work.’

The bottom line is that the quality of administrative service delivery is constantly improving due to professional and diligent efforts of people who implement new approaches and change the Soviet mindset.

The conference organisers were the Ministry of Economic Development and Trade of Ukraine, the Ministry of Regional Development, Construction, Housing and Communal Services of Ukraine with the support of Administrative Reform in Eastern Ukraine II Project implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of German Federal Ministry for Economic Cooperation and Development (BMZ).

Subsequent to the results of the annual conference and the findings of the survey of 8000 respondents in the sphere of administrative service delivery, the experts of Administrative Reform in Eastern Ukraine II Project jointly with All-Ukrainian Association of Centres for Administrative Services and the Local Self-Government and the Rule of Law in Ukraine Project implemented by the Folke Bernadotte Academy compiled the proposals on the improvement of administrative service delivery procedures and changes to the relevant Ukrainian legislation. On 16 January 2019, the proposals were submitted for consideration at the session of the Verkhovna Rada Committee on State Building, Regional Policy and Local Self-Government. In compliance with the instruction of the First Vice Prime Minister – Minister of Economic Development and Trade of Ukraine Stepan Kubiv, now the proposals are being considered by central state executive authorities. The Ministry of Economic Development and Trade of Ukraine is responsible for summarising the results.