Presentation “Human Centred Services: Three Practical Case Studies” in Rivne


Increasingly, the world is facing complex challenges such as climate change, population ageing, and the need to improve services to citizens. It is impossible to solve these problems in the old paradigm of thinking and using outdated approaches. The human centred design gives a fresh perspective on the problem and puts a person in the spotlight.

Administrative Reform in Eastern Ukraine II Project implemented by GIZ on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ) has been providing support to local self-governments to put into practice innovative tools and procedures for efficient and sustainable service delivery for nearly 10 years.

The practical use of such innovative instruments was featured during the presentation “Human Centred Services: Three Practical Case Studies” in Rivne on 16 August 2019. Welcoming the participants, Volodymyr Khomko, Rivne Mayor, pointed out that the city has the best practices to share and a lot of them depend on the people – the team that develops these services. Deputy Mayor of Rivne Vitalii German emphasized, ‘We call our visitors “clients” because we work as a service-oriented city, focused on the needs of citizens, and any person is first and foremost a client for us.’

Rivne Centre for Administrative Services is one of the brightest examples of citizen-oriented servicing. More than 220 administrative services are available, inter alia, the social services. Additionally, the representatives of all public utility service providers also perform the reception of citizens at the Centre.

During the event, the project representatives and partners shared their experiences and practical cases of applying a human centred approach when creating services for citizens.

Centres for Administrative Services as a ‘heart’ of human centred services. Technical Advisor for Administrative Services of Administrative Reform in Eastern Ukraine II Project Liza Zhukovska told about the main project activities and presented the results and projects developed at human centred design and design thinking workshop implemented by Fiona Myles, design thinker and strategist from the United Kingdom. During her presentation, the participants familiarized themselves with templates for solving complex problems, an information package for conducting ethnographic research, as well as they learnt about the planned publication of a toolkit for innovation, generation of ideas and their implementation.

Mykola Kozyr, Coordinator of the Project “Communication between State Authorities and Communities: Aspectum and Chatbot”, highlighted the work of the project involving citizens in the city development decision-making and providing tools for influencing the development of public spaces:

  • the app is available on iOS, Android, Windows;
  • millions of people use the app daily;
  • possibility to add media, select categories and other settings;
  • easy launching, no need to develop complex software.

TSNAP-SQS. Iryna Kozniuk, Head of Department for Maintenance of Residents Registry, described the experience of reducing the time of servicing citizens while providing residence registration services from 45 to 5 minutes, which was made possible by the development of unique software.

Citizen-oriented e-servicethe chatbot the State Migration Service of Ukraine. Viacheslav Shtanko, Technical Advisor for e-Governance of Administrative Reform in Eastern Ukraine II Project, explained why the use of human centred design methodology is useful in improving public services and what are the first results of using a chatbot.

Photo: Rivne City Council, Rivne Centre for Administrative Services