News

Press conference on the introduction of citizens information system for the administrative services of the State Migration Service of Ukraine

12-03-2019

The press conference on launching a new e-service comprising consultations and individual notifications on the progress status of issuing biometric documents was held at the National News Agency of Ukraine UKRINFORM on 12 March. The press conference speakers were Maksym Sokoliuk, the Chairperson of the State Migration Service of Ukraine, Oleksiy Kubar, Coordinator of Administrative Reform in Eastern Ukraine II Project implemented by GIZ on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ) and Valerii Bakal, Deputy Head of the State Agency for E-Governance of Ukraine.

A new service is now available through such well-known apps as Viber and Telegram. Citizens can receive consultations and notifications via Viber and Telegram chat-bots at all stages of issuing of any type of biometric documents offered by the State Migration Service of Ukraine. This includes, inter alia, ID cards, passports of a citizen of Ukraine for travelling abroad as well as permanent and temporary residence permits for foreigners or stateless persons.

‘A key feature of the new service consists in the possibility for citizens to receive the progress status updates at every new stage of issuing the requested documents up to the delivery of the documents to pick-up points,’ the Chairperson of the State Migration Service said. He added, ‘E-services make the whole process of receiving services for citizens simpler and ensure the maximum transparency of the State Migration Service of Ukraine. Online services eliminate bribery as there is nobody to bribe and it does not make any sense.’

All e-services of the State Migration Service (SMS) of Ukraine are free. Maksym Sokoliuk also informed that SMS web page has more than 500 thousand monthly visitors. During 2018, electronic services have been used 35 million times. The most in-demand e-services are registration for the queue via the Internet, a status check of documents processing and checking documents at the database of invalid, stolen or lost documents.

Coordinator of Administrative Reform in Eastern Ukraine II Project Oleksiy Kubar said, ‘Our project has explored the possibilities for automation and simplification of the administrative services of the State Migration Service in the communities of Dnipropetrovsk and Luhansk Oblasts. In each community, the focus group came to the same conclusion – there is a need for quality consultation at the start and for a notification at the stage when the ready document arrived at the pick-up point. Information on the procedures for the provision of administrative services of the State Migration Service and status check of documents processing could only be introduced at the national level as any solution required close interaction with the information system of the State Migration Service. The creation of a chat-bot at the national level took several months, various options of interaction with citizens were considered. The software solutions were tested in the Centres for Administrative Services of Apostolove, Kamyansk and Lysychansk. The State Migration Service has created a modern and very effective tool for communication with citizens, but the working group already has ambitious plans for developing the existing electronic services and creating new ones for citizens.’

The link for Viber and Telegram chat-bot is available at the web page of the State Migration Service online services.

The new service is implemented by the State Migration Service of Ukraine jointly with the State Agency for E-Governance of Ukraine with the support of Administrative Reform in Eastern Ukraine II Project implemented by GIZ on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ).