For almost five years now, Diia has been proving that the «State in a Smartphone» has become a reality and has taken an important place in Ukrainians' lives. The app is used by about 21 million citizens, every second Ukraine resident.
It helped to remove bureaucracy, eliminate the human factor, and make interaction with the state simple and convenient. Dozens of countries are interested in Ukraine's experience in digitalization, and Diia itself has recently been recognized by TIME magazine as one of the world's best inventions.
Together with SPEKA magazine, we continue to understand how Ukraine has been digitized and how we managed to become one of the leaders in GovTech in the world. Kitsoft CEO Oleksandr Iefremov, together with Valeriia Koval, Deputy Director of the Directorate for the Development of Electronic Services at the Ministry of Digital Transformation, and Maria Shevchuk, Executive Director of the IT Ukraine Association, told us what challenges Diia faces and what they are doing to develop it.
What are the benefits of digitalization for Ukraine?
Since the establishment of the Ministry of Digital Transformation in 2019, the pace of digitalization in Ukraine has increased significantly. Digitalization has become a state priority. The key goal was to implement the «State in a Smartphone» initiative proposed by President Volodymyr Zelenskyy. Thanks to the work of the Ministry of Digital Transformation, the public sector has begun to introduce innovations, including the development of a common IT infrastructure necessary for the provision of electronic public services, which has significantly optimized government processes and made services more accessible to citizens.
Accessibility and convenience
Convenience is a broad concept, says Maria Shevchuk, executive director of the IT Ukraine Association. For some, it is important to be able to log on to the Diia portal at two in the morning and open a sole proprietorship instead of wasting time visiting the ASC, as it used to be. For many, especially during a full-scale invasion, it is important not to waste time traveling, or standing in lines, but to use online services. This also applies to those who are in the temporarily occupied territories or abroad.
Maria Shevchuk, Executive Director of the IT Ukraine Association
Citizens can receive services anywhere, without having to physically visit government agencies. This is especially important for people with disabilities, for those with permanent or temporary disorders of the musculoskeletal system, emphasizes Valeriia Koval, Deputy Director of the Ministry of Digital Transformation's e-Services Development Directorate.
The issue of convenience is central, as it includes many aspects: saving time, reducing transportation costs, especially for rural residents, etc.
Valeriia Koval, Deputy Director of the Ministry of Digital Transformation's Electronic Services Development Directorate
The first priority is a country that is convenient for citizens. But everyone puts their own spin on this «convenience», says Maria Shevchuk.
Anti-corruption
Digitalization is essential in the fight against corruption. It creates the conditions for zero tolerance to corruption, which makes it an important tool in the development of the state, says Maria Shevchuk.
Everything that works online does not require visits to different structures, negotiations, delays in processes, etc. This is a basic feature and advantage of digital services — they reduce the possibility of corruption.
All digital services eliminate corruption risks at the stage of information processing. We are moving fast to digitize all services as much as possible so that people do not depend on paper documents and queues in offices.
According to a recent study by The Brookings Institution, the potential economic and anti-corruption impact of the Action is estimated at UAH 48 billion. This is a significant amount for our country, and it is growing every year, as the number of services is constantly increasing in various industries.
— Valeriia Koval.
The actual economic and anti-corruption effect over the two years of implementation of the Diia services amounted to UAH 16.3 billion, Valeriya Koval emphasized.
Efficiency and coherence of the state
In addition, digitalization is about the efficiency of the state, emphasizes Oleksandr Iefremov. When public services and internal processes become digitalized, the state begins to function much more efficiently, spend fewer resources, and reduce bureaucracy.
CEO of Kitsoft Oleksandr Iefremov
Digitalization is not only about bringing processes online but also about transforming processes.
When transforming services, Ukraine removes non-essential things. An example is the sole proprietorship registration service, which is actually the world's fastest business registration service. It already works without a back-office official. That is, all the necessary checks of the application and the creation of a new entry in the Unified State Register are performed automatically.
— Oleksandr Iefremov.
With digitalization, government agencies work in a coordinated manner. It avoids duplication of actions because all checks are carried out directly in the registers — in the primary sources, which ensures the uniqueness of data on citizens, says Valeriia Koval.
When a person wants to receive a service, his or her information is checked in the register, not through paper certificates or other documents. The register contains up-to-date and verified information about a person. This avoids situations where changes need to be made «on the word of the person». For example, if a person wants to move out of a place of registration, the system clearly identifies that it is his or her address.
— Valeriia Koval.
With paper-based processes, there is a risk of duplicate information or data errors, such as a name or tax number. This can create confusion. With digital interaction, however, such duplication is impossible, as each person has a unique identifier, which allows for error-free service delivery, says Valeriia Koval.
Reducing costs
It is also important that digitalization allows the state to spend fewer resources on administration, reduces the use of paper, and simplifies the updating of services, says Maria Shevchuk. Any changes can be implemented quickly and without the extra cost of creating new paper forms.
This applies even to such costs as labor, utilities, repairs, and the number of premises needed, says Valeriia Koval.
Transparent interaction between the state and citizens
The digitalization of public services is key for both citizens and the state as a whole. It not only increases the efficiency and accessibility of services but also promotes transparent interaction between the state and citizens, says Valeriia Koval.
We currently have a fully automated business registration system that does not involve administrators, without the involvement of civil servants, says Valeriia Koval. People don't need to interact with anyone or go through paperwork, and when they fill out an application, they immediately see what mistakes they make, understand what needs to be corrected, make changes themselves, and submit an application that is automatically checked.
If we talk about the offline process, everything looks different. A person brings certain papers (documents), leaves an application. If they have mistakes, the person has to come back a second time, and the documents are returned to them with a request to correct something. Often people do not understand how to do this, so the process is delayed, and they may turn to intermediaries or lawyers because it is difficult for them to deal with the requirements on their own.
Thanks to online services, where everything is convenient, step-by-step and clear, a person does not need to contact either intermediaries or lawyers — they can perform all the steps themselves.
— Valeriia Koval.
According to the Ministry of Digital Transformation, more than 640,000 self-employed entrepreneurs have been registered through Diia by October 29.
What are the challenges of digitalization?
Cybersecurity
One of the key challenges of digitalization is cybersecurity, emphasizes Oleksandr Iefremov. The state is now significantly strengthening this area, as the aggressor is constantly attacking Ukraine's IT infrastructure and trying to gain access to critical information, including personal data.
These challenges are becoming acute for every developer and every government agency, says Oleksandr Iefremov. Kitsoft pays considerable attention to cybersecurity. For example, they are implementing certification according to the international process security standard ISO 27001. This allows for a more comprehensive approach to various aspects of cybersecurity, both technical and protection against various types of attacks, such as intrusions, data destruction, or denial of access to registries.
Government agencies are constantly subject to DDoS attacks aimed at stopping the operation of services. Therefore, it is necessary to build fault-tolerant solutions. We create such solutions using geographically distributed clusters based on Kubernetes technology, which is actually an industry standard. And, of course, multi-layered comprehensive protection of government systems is another important priority.
— Oleksandr Iefremov.
The team of the Ministry of Digital Transformation constantly confirms the reliability of Diia, says Valeriia Koval.
We have a certificate of a comprehensive information security system (CIS). We also initiated two tests to identify vulnerabilities. This is called Bug Bounty, when ethical hackers from around the world aimed to find vulnerabilities in Action for a reward. No critical security threats were found as a result of these tests.
— Valeriia Koval.
The team of the Ministry of Digital Transformation is actively working to protect against cyberattacks from the aggressor country. A team of qualified specialists monitors the security of services 24/7.
Inclusiveness
Public services should be inclusive and as accessible as possible, in particular for people with low levels of digital literacy and certain functional limitations: people with visual and musculoskeletal disabilities, etc.
It is also important that older people can use the services. That is, we need to focus on making digital services accessible to everyone, not just young people who are quick to adapt to technology. Moreover, the importance of inclusiveness is growing even more due to the war.
— Oleksandr Iefremov.
Ukraine has adopted the WCAG 2.0 international standard, which aims to make government web portals and online services accessible to all categories of citizens, namely clear, easy to use and without unnecessary bureaucratic language. This is one of the government's key priorities.
At Kitsoft, we adhere to web accessibility standards, develop adaptive design of government services, test and audit their accessibility. In addition, we provide training for our customers, because accessibility is determined not only by the development, but also by how the portal will continue to develop and how information will be published on it. Therefore, inclusiveness is a key priority for our company.
— Oleksandr Iefremov.
Scope and implementation
When it comes to digitalization, we are talking about a large number of regulations and documents and their interconnectedness, which need to be reviewed and agreed upon with various stakeholders, including cross-sectoral stakeholders, says Maria Shevchuk. Legislative changes require systematic and high-quality work, and often one central body cannot influence this on its own. Therefore, the approach should be comprehensive.
Resources
In times of war, the state's priority is defense, and any digitalization requires funding and human resources for implementation. Currently, there is almost no state funding. And here we should thank the international community-the United States, the European Union, and their specialized organizations-that allocate funds for the development of digitalization in Ukraine, Oleksandr Iefremov emphasizes.
Currently, most digital projects are funded by international technical assistance, i.e., by donors from other countries, emphasizes Maria Shevchuk. This support includes not only money, but also high expertise and quality management, which makes projects more sustainable, avoids risks, and improves their quality.
This is the challenge of today, as digitalization could be faster, but it requires additional resources, both financial and human.
Prospects for digitalization
In the future, it is necessary to continue working on improving services, in particular those needed for business, such as obtaining licenses and certifications, says Maria Shevchuk. It is necessary to digitalize those services that are not always visible to ordinary users, but are important: from business to social services. It is necessary to ensure effective data exchange between different registries and guarantee the security of this data.
It is also necessary to intensify the digitalization of departments and systems that have been neglected for years in order to eliminate duplication of functions and avoid the need to repeatedly fill in the same data in different institutions, emphasizes Maria Shevchuk.
Artificial intelligence
The main direction of work in the future is the development of the state as a service, says Oleksandr Iefremov. The topic of artificial intelligence is currently very relevant, and its application in public services can be a significant breakthrough.
We also implement AI on our GovTech platform Liquio to launch public services. In particular, the terms of reference for the digitalization of a service, which was previously developed by a business analyst, is then analyzed by AI and built on the basis of a draft business process on the platform. Then a low-code developer can use it or edit it if necessary. This significantly speeds up the service launch.
— Oleksandr Iefremov.
Digital AI assistants, says Oleksandr Iefremov, could accompany citizens at every stage of receiving services, literally «take their hand» and guide them through the entire process.
Currently, AI is actively developing and allows to improve services and optimize the use of resources. According to Valeriia Koval, artificial intelligence (AI) is a priority for the Ministry of Digital Transformation, and it is planned to be integrated into all areas of the agency's activities. The goal is to become one of the three global leaders in terms of AI development by 2030.
When testing the GPT-based chatbot for customer support, the results did not meet expectations, so work is underway to create an MVP to improve consultations for partners and users of the platform.
— Valeriia Koval.
AI is already used in services such as Diia.Signature, which uses biometric data for verification. The system compares the user's face with photos from state registers, which increases accuracy and security.
Artificial intelligence is an integral part of digitalization, and the first tangible results are expected in the near future.
— Valeriia Koval.
Streamlining internal processes
We have already made significant progress in the development of digital public services, as evidenced by the international E-Government Development Index. However, when it comes to e-government, our position is lower. This indicates that there is still room for improvement, in particular in streamlining the internal processes of government agencies, emphasizes Oleksandr Iefremov.
Digitalization of the government involves an emphasis on data analytics for strategic decision-making. In order to adopt the right laws and regulations, it is necessary to analyze data and assess risks. It is important to understand the impact that certain regulations will have on society, business, and the state as a whole.
We need to create think tanks that will cooperate with the government and provide it with access to data. Analytics should become a key element of decision-making, not just public sentiment or social media hype. Difficult decisions require solid analytics and a willingness to take informed steps. This may not be so obvious to citizens, but it is an important aspect for improving the efficiency of the state and moving forward in the right direction.
— Oleksandr Iefremov.
Digitalization of the Ministry of Defense
Speaking about the war, one of the key areas is the development of digitalization projects at the Ministry of Defense, emphasizes Maria Shevchuk. There are many important segments that need to be developed and digitalized. This is a large and extremely complex block of work, which is handled by a separate and highly motivated team.
What services will soon be available in Diia?
The Ministry of Digital Transformation is working on new services that will soon appear in the Diia app, says Valeriia Koval.
We focus on the needs of people, the «pain» of society, and try to provide appropriate solutions.
— Valeriia Koval.
Display of weapons permits
Diia will display data on weapons, permits for them, and will allow you to get an extract from the register if you have a registered weapon, says Valeria Koval.
Multisharing
Ukrainians will have the opportunity to send copies of several documents, including certificates, to various government agencies — instead of sending paper copies, they will be able to send electronic copies.
Services for business in the e-Entrepreneur complex
Valeriia Koval says that active work is underway on business services to simplify doing business. We already have the e-Entrepreneur system, and we will continue to add new services. The Ministry of Digital Transformation is also working on licenses, permits, and digitization.
Reporting communication problems
The ability to report communication problems is especially relevant during emergency power outages, says Valeria Koval. This will allow people to inform about the lack of communication, and the regulator to respond more quickly to the situation, so that despite the shelling or lack of electricity, Ukrainians have access to mobile communication.
«Diia.Signature» for legal entities
Diia.Signature is already available for individuals, but the Ministry of Digital Transformation plans to introduce it for businesses as well, so that entrepreneurs can receive more digital services specifically for their companies.
«еExcise»
The Ministry of Digital Transformation is working on the implementation of the eAccounts service to check the legality of alcohol and tobacco.
Conclusions
The digitalization of public services not only increases the convenience and speed of interaction between citizens and the government, but also significantly changes the very nature of these relations. Citizens are beginning to perceive the state as a service provider rather than a bureaucratic system of coercion, which contributes to the growth of trust in it. Ukrainians, being adaptive to digital innovations, highly value efficiency and the ability to avoid queues and unnecessary visits to institutions. Digitalization is an irreversible process, and Ukraine, along with other countries, is confidently moving in this direction.
Ukraine's main partners in the digitalization process are the European Union, the United States, and Switzerland. Initially, the benchmark was Estonia's experience in digital governance and public services, but over time, cooperation has shifted to mutual knowledge sharing to improve services. The experience of the United Kingdom, which is noted for its leadership in accessibility and inclusiveness of services, also serves as a benchmark, says Valeriia Koval.
However, Ukraine has now formed its own approach and philosophy of digital development. Today, Ukraine has become one of the trendsetters in this area: European countries are actively studying the Ukrainian experience and cooperating to adopt effective solutions, says Valeriia Koval.