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This is an Open Access article, distributed under the terms 
of the Creative Commons Attribution CC BY 4.0

1 Taras Shevchenko National University of Kyiv, Ukraine
E-mail: v.v.savitska@gmail.com
ORCID: https://orcid.org/0000-0002-1403-125X

DOI: https://doi.org/10.30525/2256-0742/2025-11-1-270-280

DIGITALISATION OF THE PUBLIC ADMINISTRATION SYSTEM  
IN THE CONTEXT OF ECONOMIC AND LEGAL AREAS  

OF EUROPEAN INTEGRATION
Victoria Savitska1

Abstract. The article examines the concept and essence of the aspects of digitalisation in the field of public 
administration in the context of economic and legal instruments of influence on the quality and speed of 
European integration processes. The modern doctrine identifies several main features of the digital transformation 
of public administration. In Ukraine, significant progress in the development of digital transformation of public 
administration has been observed since 2016, when the Digital Agenda of Ukraine 2020 programme was 
developed, which was adapted to the standards of the European Union's Digital Agenda and included plans 
for the transition to digital transformation of public administration and the Ukrainian economy. The areas of 
digital development were identified as follows: bridging the digital divide through the development of digital 
infrastructures; development of digital competencies; implementation of the concept of digital jobs; digitalisation 
of the real economy (development of Industry 4.0); implementation of digital transformation projects; public safety; 
education; healthcare; tourism; e-democracy; ecology and environmental protection; urban life (building a smart 
city); cashless payments; harmonisation with European and global scientific initiatives; and public administration. 
Among the main characteristics of digitalisation in public administration is the use of digital tools, such as open 
data, electronic platforms and analytical systems, which facilitates citizens' access to information about the activities 
of public authorities, thus reducing corruption risks. Digitalisation stimulates the introduction of new technologies 
such as artificial intelligence, blockchain and big data for forecasting, analysis and management. It is emphasised 
that in the context of digitalisation, special attention should be paid to cyber protection of citizens' data and state 
information systems. Therefore, the process of digitalisation in Ukraine is inextricably linked to the harmonisation of 
digital standards with European ones, which facilitates the country's integration into the EU's digital single market. 
The authors paid special attention to the role of key elements of e-governance, such as the development of the 
functionality of the online system "Diia" and the portal "Diia.Business", since the introduction of the Unified Portal 
of Public Services "Diia" is a significant step in the development of the "digital society". The author identifies four 
main stages of formation of the system of public administrative e-services in Ukraine. The most popular types of 
public services that can be accessed through digital technologies today are: 1) SRCSA services (state registration of 
civil status acts); 2) registration of an individual entrepreneur; 3) accruals for e-pensions; 4) electronic driver's office;  
5) e-HELSI (doctor's appointment, medical record, e-prescriptions and treatment plan); 6) state land cadastre, etc. 
In the process of digitalising public administration, an important aspect is to simplify and accelerate procedures 
and mechanisms for making and implementing government decisions. This helps to reduce bureaucratic barriers 
and make processes more transparent and efficient. Digital technologies enable public services to respond more  
quickly to the needs of citizens and improve the quality of services provided. An important aspect of digital 
transformation is also increasing the accessibility of public services for different segments of the population,  
including those with limited physical or information mobility. Thus, the author has formed and confirmed 
the hypothesis that digitalisation is a strategic direction of public administration reform, and it really allows for 
qualitative changes in management processes, adaptation to modern challenges and increased public trust in  
state institutions, despite the most difficult challenges that Ukraine has been facing over the past three years. 

Keywords: digitalisation of public administration, e-governance, Digital Agenda of Ukraine 2020, electronic 
government services, Diia, Diia.Business, ASC, eMaliatko, e-PFU, e-democracy, digitalisation.

JEL classification: J17, R59, Н83, K39



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1. Introduction
Digitalisation in public administration is the process 

of introducing digital technologies to optimise 
management functions, increase transparency, efficiency 
and accountability of public authorities. It involves not 
only the use of modern tools, such as e-governance 
and automated systems, but also the transformation 
of management approaches, which ensures a more  
flexible and effective response to public needs. Among 
the main characteristics of digitalisation in public 
administration is the use of digital tools, such as open 
data, electronic platforms and analytical systems, 
which facilitates citizens' access to information about 
the activities of public authorities, thus reducing 
corruption risks. Digitalisation makes public services 
more convenient, reduces the time it takes to  
complete them and increases public satisfaction. 
Automation and digitalisation of government functions 
reduce resource consumption, cut bureaucracy,  
and speed up decision-making. The process of 
digitalisation in Ukraine is inextricably linked to the 
harmonisation of digital standards with European  
ones, which facilitates the country's integration into  
the EU's digital single market.

That is why digitalisation is a strategic direction 
of public administration reform, which allows for 
qualitative changes in management processes,  
adaptation to modern challenges and increased 
public trust in government institutions. E-governance 
contributes to the openness of public authorities 
through access to public information via online 
platforms, registers and databases. It allows citizens 
and businesses to control the activities of government 
agencies. E-governance is an important component 
of harmonising Ukraine's governance processes with 
European standards, which contributes to the country's 
integration into the EU's digital single market.

The purpose of this article is to provide 
a comprehensive analysis of the economic and 
legal aspects of digitalisation of Ukraine's public 
administration system in the context of European 
integration processes. Digitalisation is not only a tool 
for modernising public administration, but also an 
important condition for increasing the transparency 
and efficiency of public authorities in the context of 
implementing European standards.

1. Methodology of Research 

1.1. Analysis of Research and Publications
Modern trends and prospects for the development 

of the digital economy are the subject of scientific  
research by a large number of foreign and domestic 
scholars. Among foreign scholars, it is worth noting the 
works of. For example, Negroponte N. and White H. 
(2023), are the authors of the term "digitalisation" 

and the founders of the theory of its development.  
Anthony Larsson, Robin Teigland (2019), examine 
the impact of the digital transformation process  
on the labour market and the provision of different 
employment opportunities for different groups of 
people; Tim Jordan (2020), examines in detail the 
functioning of the digital economy, its individual 
elements and informants (search algorithms, digital 
service providers, free economic activity and digital 
administrative services). Antonio Lopez Pelaez,  
Sang-Mok Suh, Sergei Zelenev (2022), investigate 
the impact of digitalisation and information and 
communication technologies on the availability of 
a wide range of social services for citizens, taking into 
account the level of their inclusiveness. Hudson White 
(2023), interprets the digital economy as an economy 
based on digital technologies and identifies its three 
components: e-business, e-business infrastructure 
and e-commerce, and the main areas of e-governance: 
healthcare, education, banking, public services and 
entertainment (Brechko, 2024). 

The issues of digital transformation of public 
administration in various aspects are covered by the 
works of such Ukrainian scholars as: Mel'nykov M., 
Petrov K., Kobzev I. (2023), Pihariev Yu.,  
Kosteniuk N. (2021), Razumei H. (2020), Tokar M. 
(2020), and others.

The team of authors led by Hrynenko O., 
Dmytrenko S. (2024), investigate the impact of digital 
transformations on economic relations, production 
efficiency and competitiveness of the national  
economy, as well as the reverse impact of socio-
economic changes on digital development.  
Such scientists as Chorny S.V. (2021), Parkhomenko-
Kutsevil O.I. (2024), study the introduction of 
digitalisation in e-governance processes and quality 
assurance of public services.

An extensive range of research has been done 
by Ukrainian scholars on the development and 
confrontation of public governance and administration 
processes in the last three years of military aggression: 
Matveieva O., Mamatova T., Borodin Y., Gustafsson M., 
Wihlborg E., Kvitka S. (2024), Pyrohova Y.,  
Suray I., Prokopenko L., Prudius L. (2023),  
Belikova M.I. (2022), Makarenkov O. (2024).

Despite the number and diversity of studies that are 
constantly being conducted and updated, it should 
be noted that the processes of public administration  
are also actively transforming, and the identification 
of the main trends, problems and opportunities 
for overcoming them require constant research 
and refinement. Therefore, this article explores 
the issues related to the specifics of the impact  
of public administration digitalisation on the 
development of Ukraine's digital transformation,  
which remain largely unexplored and require further 
study.



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2. Research Results

2.1. Harmonisation of EU Standards  
in the Practice of Public Administration  
in Ukraine

Analysing the experience of digitalisation of public 
administration in the European Union, an important 
area is the development of e-governance. The final 
document of the Tallinn Summit on Digitalisation,  
held on August 29, 2017, contains statistics showing 
that 79% of EU citizens aged 16 to 74 regularly use the 
Internet, and since 2016, almost all enterprises have 
had access to this network (Atamonova, Lunyachenko, 
2024). These data show significant progress in the 
use of digital technologies in the European Union,  
which is becoming the basis for further development  
of e-governance and improvement of public 
administration in this region.

Analysing the study of Polyovy P.V. (2021), 
it is advisable to define the system of elements 
of e-government development as a system of 
interconnected mechanisms for the security of the 
information space, electronic interaction, provision of 
electronic services, e-democracy and e-government.

In the context of these areas of research, the 
modern doctrine identifies several main features of 
the digital transformation of public administration.  
These include the following: the transition of  
content from analogue, physical and static to digital 
format, leading to its mobility and personalisation. 
Each person is able to manage their own content, send 
information requests, and form an individual path of 
information activity.

Transition to simple communication technologies, 
where technology becomes only a communication 
tool, and its main characteristic is the ability to control; 
Heterogeneity of communication, where vertical 
and hierarchical communication becomes irrelevant, 
and there is a transition to a network structure of 
communication (Chorny, 2021).

As is well known, the UK has been among the  
leaders in the introduction of digital tools and solutions 
in the work of government agencies and has set an 
example for many other EU countries in this area.  
The use of information technology in public 
administration has improved access to public services, 
reduced bureaucratic barriers, and promoted greater 
citizen engagement in government decision-making.  
The creation of e-government in Europe dates back 
to 2000, when the Lisbon Strategy was developed 
to improve the competitiveness and development 
of the European Union. One of the important 
components of this strategy was the development 
of the digital sector and the use of information 
technology in public administration, which influenced 
the further development of e-government in Europe 
(Cherednichenko, 2021).

Although, the term "digitalisation" itself emerged in 
1995 and is considered to be coined by Negroponte N. 
(1995). In this context, digitalisation is the integration 
of digital and information and communication 
technologies into certain areas of social relations. 

In Ukraine, significant progress in the development 
of the digital transformation of public administration 
has been observed since 2016, when the Digital  
Agenda of Ukraine 2020 programme was 
developed, which was adapted to the standards of 
the European Union's Digital Agenda and included 
plans for the transition to digital transformation of  
public administration and the Ukrainian economy 
(Razumei, 2020).

The conceptual framework of the Digital Agenda 
of Ukraine 2020 includes 16 chapters, with one of  
the key areas being Digitalisation of Public 
Administration. In accordance with this conceptual 
framework, the main strategic technologies for the  
public sector of Ukraine are the following: ‘digital 
workplace, multi-channel information and engagement 
of citizens, open data, electronic identification of 
citizens, large-scale analytics, smart machines and 
devices, Internet of Things, digital government 
platforms, software architectures (software configurable 
architectures) and blockchain technology (Digital 
Agenda of Ukraine – 2020).

The introduction of the Diia Unified Portal  
of Public Services is a significant step in the 
development of the digital society. The Ministry 
of Digital Transformation is responsible for the 
implementation of this project. The Diia portal was 
created thanks to the co-operation of the Ministry of 
Digital Transformation with the support of the USAID/
UK aid project ‘Transparency and Accountability 
in Public Administration and Services/TAPAS’, the 
EGAP Programme funded by the Swiss Agency for 
Development and Co-operation and implemented 
by the Eastern Europe Foundation and Innovabridge, 
the USAID project ‘VzaiemoDiia!’ (The Support to 
Anti-Corruption Champion Institutions/SACCI)  
and the EGOV4UKRAINE project (Diia. Public 
Services Online). 

The Concept for the Development of the Digital 
Economy and Society of Ukraine for 2018-2020, 
which was approved by the Cabinet of Ministers of 
Ukraine on January 17, 2018, No. 67-p, states that 
when digital technologies are introduced as part of 
a systematic state approach, these technologies will 
significantly contribute to the development of an open 
information society. This is considered to be one of 
the key factors in the development of democracy in 
Ukraine, increasing productivity, economic growth 
and improving the quality of life of Ukrainian citizens 
(The Resolution of the Cabinet of Ministers of  
Ukraine "On Approval of the Concept for the 
Development of E-Governance in Ukraine", 2017). 



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Among other things, the above Concept actually formed 
the guiding ideas for digitalisation, which include the 
following. 

According to European experience, effective 
e-government depends on the establishment of 
a National Interoperability Framework. This is 
a regulatory document of an organisational and  
technical nature that defines and describes clear 
organisational and technical requirements for projects 
and systems used by public authorities in the field of 
e-government. 

The development of an appropriate set of standards 
and their harmonisation with European standards 
and existing regulatory and technical documents is an 
important prerequisite for the systematic development 
of e-government in Ukraine. Thus, regulatory 
requirements and technical standards should be the 
basis for digital change in the country.

2.2. Determination of the Structure  
and Efficiency of Digitalisation Implementation 
in the Processes of Public Administration 

Digitalisation is one of the key trends in the 
modern development of society. It not only changes 
the way people and businesses interact, but also 
transforms the way public resources are managed.  
With limited financial resources, an important task 
for governments is to find effective mechanisms to  
optimise costs. Digital technologies offer new tools  
to achieve this goal.

The Digital Era Governance, which replaced the 
New Public Management, envisaged a more modern 
‘digital’ governance with an emphasis on "customer-
oriented" integrity and digitalisation. At the same time 
(Kuybida, Karpenko, 2018), together with co-authors, 
draw attention to the controversial use of English-
language concepts related to digital transformations 
in the domestic scientific field, in particular, the 
words "digitalisation", "digitisation" and "digital 
transformation".

As a result of the analysis, scientists understand  
the term "digitalisation" as the process of introducing 
digital technologies to improve the life of a person, 
society and the state. Hence, digital governance will 
be perceived as a digital implementation of public  
power (digital form of public governance), which will 
become a stage of evolutionary implementation of 
information and communication technologies in the 
activities of public authorities ("informatisation of public 
administration" → "e-government" → "digitalisation of 
public governance") (Razumei H., 2020).

At the same time, the digitalisation of public 
administration is the process of implementing 
digital transformations in the public sphere (in the 
context of a radical transformation of the activities 
of public authorities), which has led to a leapfrog 

transition to digital governance through the use of 
digital technologies (digital workplace tools, artificial 
digital intelligence for making standard management  
decisions, blockchain, smart, portal, cloud, network 
services, and so forth). That is, in a narrower sense, 
the digitalisation of public administration is a  
leapfrog process of digital transformation of public 
administration into digital governance (digital 
management) (Pihariev, Kosteniuk, 2021).

Thus, one can define the digitalisation of public 
administration as a process of radical change in the 
mechanisms of public administration in general  
and the activities of public authorities in particular, 
based on the introduction of digital technologies in 
all aspects of activity and leading to the progressive 
development of digital transformations in the country.

European practice shows that the effectiveness 
of e-government is ensured by the National 
Interoperability Framework, a regulatory and legal 
document of an organisational and technical nature 
that establishes and describes clear organisational and 
technical requirements for e-government projects  
and systems of public authorities. 

The development of an appropriate set of new 
and harmonisation of existing regulatory and 
technical documents with European standards is the 
main prerequisite for the systemic development of 
e-government in Ukraine (Atamonova, Lunyachenko, 
2024). Thus, it is legislative and technical norms that 
should underpin digitalisation as the next stage of  
digital change in the country.

In general, the functional activities of e-government 
can be divided into four components (Razumei, 2020):
– G2G (government to government) is the sector of 
electronic interaction between authorities;
– G2B (government to business) is a sector of  
electronic interaction between public authorities and 
business entities;
– G2C (government to citizens) is a sector of electronic 
interaction between public authorities and citizens;
– G2E (government to employees) is a sector that 
automates the processes of co-operation between 
the government system and employees, officials, and 
consultants in the field.

It is impossible to achieve high rates of transformation 
in any area without the introduction of digital 
technologies, so e-government should be the key to 
reforms in Ukraine. E-government is not limited to 
the relationship between the state and its citizens.  
It also has an internal manifestation: within the  
system of government, different levels and different 
branches should also interact using electronic 
technologies in the process of providing public services.

Ukraine started implementing elements of 
e-governance back in 2003 through the E-Government 
information system and a number of regulations that 
have not been fully implemented. However, one can 



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state that no significant steps have been taken, as in 2010, 
after the adoption of the Concept for the Development 
of E-Governance in Ukraine, even though separate 
specialised bodies existed – the National E-Governance 
Support Centre and later the State Agency for 
E-Governance of Ukraine (Razumei, 2020).

Back in 2016, the Digital Agenda of Ukraine 
2020 programme was developed, which was adapted 
from the European Union's Digital Agenda and 
envisaged the transition to digitalisation of public 
administration and the country's economy. The 
vision of the programme is the following statement:  
"Digital technologies are the basis of Ukraine's 
well-being; the sphere that defines the essence of 
transformations in the country – for better life, work, 
creativity, education, and recreation." (Digital Agenda 
of Ukraine – 2020) 

The Concept for the Development of the 
Digital Economy and Society of Ukraine for  
2018-2020 and the approved action plan for its 
implementation (Digitalization, 2023) envisaged 
measures to introduce appropriate incentives for 
the digitalisation of the economy, public and social  
spheres, respond to existing challenges to the 
development of digital infrastructures, and the 
acquisition of digital competencies by citizens, as  
well as to identify critical areas and projects of 
digitalisation, stimulate the domestic market for 
the production, use and consumption of digital 
technologies.

The areas of digital development were identified 
as follows: bridging the digital divide through the 
development of digital infrastructures; development of 
digital competencies; implementation of the concept 
of digital jobs; digitalisation of the real economy 
(development of Industry 4.0); implementation 
of digital transformation projects; public safety; 
education; healthcare; tourism; e-democracy; ecology 
and environmental protection; urban life (building 
a smart city); cashless payments; harmonisation with 
European and global scientific initiatives; and public 
administration.

With the support of international partners such  
as the USAID/UK aid project, the EGAP Programme, 
and the Innovabridge Foundation, the eMaliatko 
service, BankID and MobileID electronic identification, 
the e-health platform, and the single emergency  
number 112 were also launched.

To further intensify the development of digitalisation 
in public administration, the Ministry of Digital 
Transformation of Ukraine (Mintsyfra) was established 
in 2019 to ensure the formation and implementation  
of state policy in the following areas:
– Digitalisation, digital development, digital 
economy, digital innovations, e-governance and 
e-democracy, development of the information society,  
informatisation;

– development of digital skills and digital rights of 
citizens;
– open data, development of national electronic 
information resources and interoperability,  
development of broadband Internet access and 
telecommunications infrastructure, e-commerce and 
business;
– provision of electronic and administrative services;
– electronic trust services and electronic identification;
– development of the IT industry (The Regulations 
on the Ministry of Digital Transformation of Ukraine, 
2019).

The full-scale invasion and military aggression that 
has been ongoing since 24.02.2022 has slowed down 
and slightly transformed the government's goals,  
but the general strategic directions remain stable, 
including the following:

1) 100% of public services are available to citizens  
and businesses online;

2) 95% of the transport infrastructure, settlements  
and their social facilities have access to high-speed 
internet;

3) almost 6 million Ukrainians are involved in digital 
skills development programmes;

4) 10% – the share of IT in the country's GDP 
(Parkhomenko-Kutsevil, 2024).

The implementation of these areas in the shortest 
possible time can really lead to a digital revolution in 
Ukraine, which will give impetus to the development 
of the digital economy and increase the welfare of 
society, despite the terrible military aggression, physical 
destruction of economic and social infrastructure 
and a difficult period of transformation of state public 
administration processes.

The main goal of the Ministry of Digital Transformation 
is to implement the Digital State project, which  
should eventually unite all agencies into a single 
convenient and efficient online system called Diia 
(Derzhava i ya which means "State and me")  
(Diia. Public Services https://diia.gov.ua/). The Diia 
portal is now available not only as a website, but also 
as a mobile application, which makes it much easier 
to use. Its content is being added to at a rapid pace: in 
less than a year, 30 electronic services for both citizens 
and businesses have been digitised, combining several 
services into one to avoid unnecessary movements, 
and confirming a person's identification in certain 
situations through an electronic student card, ID card 
and biometric passport, driver's licence, educational 
documents, and marital status. E-passports in Diia 
are digital analogues of paper documents, which is 
approved by law.

Work is also underway to fill out the Diia.Business 
portal, which will create a single catalogue of links to 
free business opportunities for training, international 
grants and government support programmes, useful 
document templates, etc.



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In addition, in order to save taxpayers' money 

and avoid outsourcing IT services, the Ministry of 
Digital Transformation has established the state-
owned enterprise DIIA Company, whose main task 
is to develop and digitise services for the portal and 
mobile application. This decision, according to the 
Ministry of Digital Transformation, will save at least  
2 billion UAH for tenders, reducing the risk of 
corruption and theft of these funds (The Ministry of 
Digital Transformation, https://thedigital.gov.ua).

Therefore, to improve the mechanisms of public 
governance and administration in the field of digital 
transformation, it is necessary to develop national 
programmes at the state level that would be aimed 
at supporting and developing the infrastructure of 
Ukrainian society as a whole. To this end, the state 
needs to support the promotion and development 
of digital technologies, in particular, the system of 
cultivating digital skills at the primary, secondary  
and higher education levels. It is important to  
consider the possibility of education for older people, 
who will be able to acquire additional knowledge that 
would meet their needs and interests, and use new 
opportunities of digital technologies.

2.3. Formation of the System of Administrative 
Public Services in Ukraine

The paper identifies the following trends in the 
provision of public administrative e-services in Ukraine: 

1) 2006-2008 – the beginning of the formation of the 
system of administrative services (provision of services 
in paper form), digitisation of documents and the 
creation of citizen databases; 

2) 2009-2013 – streamlining of the administrative 
services sector and widespread use of computer 
technologies of that time to respond to citizens'  
requests, and continued creation of citizen  
databases; 

3) 2014-2017 – creation of a network of 
administrative service centres, adoption of the concept 
of e-government development (2017): modernisation 
of public services; introduction of electronic  
services, including administrative services; 

4) since 2018 – development of the ASC network, 
modernisation and digitalisation of public services 
(Suray, 2024). 

It is also important to note the importance of 
the Law of Ukraine "On Amendments to Certain 
Legislative Acts of Ukraine on Optimisation of the 
Network and Functioning of Administrative Service 
Centres and Improvement of Access to Administrative 
Services Provided in Electronic Form" of 03.11.2020  
No. 2679-IX for improving the provision of 
administrative services to citizens, improving 
their quality and accessibility, which amended the  
legislation of Ukraine, in particular, with regard to 
monitoring the quality of administrative services, 
taking into account the requirements of personal 
data protection legislation. An important event 
was the adoption of the Law on February 17, 2022  
(The Law of Ukraine "On Electronic Identification  
and Electronic Trust Services", 2017). 

by the Verkhovna Rada of Ukraine and entering 
into force on 15 December 2023. The Law of Ukraine 
"On Administrative Procedure", which should ensure 
a proper balance between the interests of citizens,  
society and the state's obligations (The Law of Ukraine 
"On Amendments to Certain Legislative Acts of 
Ukraine on Ensuring Conditions for Restoration  
and Development of Electronic Communication 
Networks", 2022). The digitalisation of public services 
in Ukraine is accompanied by the development of digital 
democracy tools, including e-petitions, e-appeals, 
e-consultations, participatory budgeting, etc. It should 
be noted that local self-government bodies are the most 
active in using e-democracy tools, with 97% of them 
having access to a high-quality Internet network (Table 1).

Table 1
Application of digital e-democracy tools in Ukraine (2023)

Digitalisation direction Total 
number

Distribution by branches of government
Public 

authorities
Judicial 

authorities
Local 

authorities
State institutions 
(establishments)

Number of institutions that had access to the Internet, units 14850 3970 642 8074 2164
Share of institutions that had access to the Internet in the total 
number of institutions that participated in the survey, % 94,6 91,7 87,9 97,4 92,1

Number of institutions that provided the opportunity 
to use e-democracy tools such as E-appeal, E-petition, 
E-consultation, Participatory Budget (public budget) 
and other e-democracy tools, units

3233 1036 538 1504 155

Among them: E-appeals 2564 904 514 1026 120
E-petition 467 - - 451 -
E-consultation 262 101 - 151 10
Participatory Budget (public budget) 341 27 - 314 -

(compiled on the basis of information from the Ministry of Digital Transformation, https://thedigital.gov.ua, Digitalisation (2023) Razumkov Centre: 
https://razumkov.org.ua/statti/tsyfrovizatsiia-perevagy-ta-shliakhy-podolannia-vyklykiv). 



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The impact of digital technologies on public services 
is most clearly manifested in the introduction and 
popularisation of digital online services, which allow 
for the provision of public services in an online format. 
The most popular types of public services that can 
be accessed through digital technologies today are: 
1) SRCSA (state registration of civil status acts);  
2) registration of a sole proprietorship; 3) accruals 
for e-pensions; 4) electronic driver's office; 5) HELSI 
(doctor's appointment, medical records, e-prescriptions 
and treatment plan); 6) state land cadastre, etc.

The state of public administration in Ukraine  
in the context of globalisation, democratisation, 
digitalisation, constant transformational changes, 
and martial law continues to change constantly, both 
due to internal and external changes. In particular, 
Ukraine has made significant progress in the 
provision of administrative services and e-governance.  
Thus, a network of administrative service centres 
(hereinafter referred to as ASCs) has been established.

By the beginning of 2022, the ASC network in 
Ukraine had grown to about 3,000 locations, including: 
1,027 ASCs, 1,712 remote workplaces, 124 territorial 
units and 28 mobile ASCs. Compared to 2020, the 
network has grown by 1,500 points, and it continues 
to grow today. Public services are being digitised  
(The Ministry of Digital Transformation,  
https://thedigital.gov.ua). 

The Unified State Web Portal of Electronic 
Services, otherwise known as Portal Diia, has been  
developed and is currently in operation. This portal 
enables citizens to access electronic services and 
information regarding themselves from state electronic 
information resources. 

To date (within the EU4DigitalUA project), 
54 services have been developed for the Diia portal 
and application. The Ukrainian electronic signature 
was recognised in the European legal area, the Diia.
Engine portal was created and more than 10 registers 
were modernised. The Trembita system was created 

and scaled up, with 5 billion transactions already  
completed (Suray, 2024).

The most popular online service in the field of 
state registration of civil status acts (SRCSA) is 
the comprehensive online service eMaliatko for  
parents of newborns. With one application submitted 
online, it is possible to register the birth of a child  
and receive up to 10 state services from various 
authorities required at the birth of a child. The service 
became available in 2020 and is provided free of  
charge. The application can be submitted on the Diia 
portal using the eMaliatko service within 30 days of the 
child's birth. The application process takes 10 minutes 
(The Law of Ukraine "On Peculiarities of Provision  
of Public (Electronic Public) Services", 2021). 

The eMaliatko service, which combines services 
related to the birth of a child, has already been used 
by more than 100,000 Ukrainian families. As of  
April 15, 2021, just over 100,000 applications 
were submitted, and as of June 2, 2023, about 
153,000 applications have already been submitted  
(The Ministry of Digital Transformation,  
https://thedigital.gov.ua).

Over 78% of parents register births through  
eMaliatko, and the level of satisfaction with the service 
is over 90%. Just a year ago, parents had to visit several 
government agencies and submit a lot of different 
documents to get all the services they needed for their 
baby. On average, this process took about 10 days  
(The Law of Ukraine "On Amendments to Certain 
Legislative Acts of Ukraine on Optimisation of the 
Network and Functioning of Administrative Service 
Centres and Improvement of Access to Administrative 
Services Provided in Electronic Form", 2020). 

Along with the comprehensive eMaliatko service, 
the automatic registration of individual entrepreneurs 
is very popular among citizens. Since the introduction 
of this online service (data for the period from  
May 1, 2021 to September 13, 2023), Ukrainians 
have used this service more than 400,000 times and  

1036

538

1504

155

0 200 400 600 800 1000 1200 1400 1600

State institutions (establishments) 

Local authorities

 Judicial authorities

Public authorities 

Figure. Distribution of e-democracy services by branches of government 

Source: (The Ministry of Digital Transformation, https://thedigital.gov.ua)



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started their own business through it. A total of 
524,004 sole proprietorships were opened during this 
period. That is, 4 out of 5 individual entrepreneurs  
were registered online in an automatic mode through 
the Diia portal. This is not surprising, as automatic 
services are not only convenient for people but also 
help save time (Suray, 2024). The highest number 
of individual entrepreneurs is registered in Kyiv,  
Dnipro, Kharkiv, and Odesa oblasts.

Furthermore, the Diia portal facilitates the automated 
initiation and cessation of a sole proprietorship. This 
functionality is instrumental in scenarios where 
business expansion necessitates the establishment of 
an LLC. Since the initiation of this service, Ukrainians  
have utilised this online portal 200,000 times.

The Pension Fund of Ukraine (PFU) e-services web 
portal provides the following services: 1) applying 
for a pension; 2) applying for a housing subsidy or 
benefit; 3) obtaining data from the register of insured 
persons; 4) obtaining insured data from the Unified 
Register of Insurers; 5) obtaining an archive of user 
applications to the Pension Fund; 6) submitting an 
application for pension recalculation; 7) submitting 
a request for paper documents; 8) obtaining data from 
the Electronic Register of Sick Leave Certificates;  
9) filling out a questionnaire to amend the Register 
of Insured Persons; 10) submitting an application for 
insurance payment; 11) obtaining information about 
employment; 12) familiarisation with the electronic 
pension file; 13) acquaintance with the insured's 
reporting information; 14) making an appointment; 
15) making changes to the electronic pension file; 
16) requesting electronic documents; 17) appeals 
(questions, suggestions, complaints, petitions);  
18) pension calculator [10]. As of the end of 2023, two 
more services were under development: 1) notification 
of the need to legalise labour relations; 2) voluntary 
payment of insurance contributions for compulsory  
state pension insurance (accession agreement)  
(The official website of the Ministry of Digital 
Transformation: https://thedigital.gov.ua; Pyrohova, 
Suray, 2023). To receive these services, one need to go 
to the Pension Fund's electronic services web portal 
using "Diia. Signature" or a qualified electronic signature 
(QES), or the means of the Integrated Electronic 
Identification System "ID.GOV.UA", including the use 
of Bank.ID technology.

Since the launch of the Pension Fund's electronic 
services web portal in 2018, the number of QR-coded 
certificates received by users as of 20.12.2023  
amounted to 16.25 million certificates, including 
9.84 million since 24.02.2022 (Electronic services 
web portal, 2024). For comparison, as of 14.11.2022, 
users received 9.95 million certificates through their 
personal account on the Pension Fund's electronic 
services web portal, including 3.58 million since 
24.02.2022 (Electronic services web portal, 2024). 

The analysis of the above data reveals an increase in 
the number of certificates received, which successfully 
illustrates their popularity among users due to 
the obvious convenience and speed of the online 
service "Driver's Electronic Cabinet" developed and 
implemented through the co-operation of the Main 
Service Centre of the Ministry of Internal Affairs 
and the State Agency for E-Governance and with the 
support of the USAID/UK aid project "Transparency 
and Accountability in Public Administration and 
Services"/TAPAS and the Eastern Europe Foundation  
(Brechko, 2024).

The online service ‘Driver's Electronic Cabinet’ is 
available on the website (Lоpez Pelаez, Suh, Zelenev, 
2022) and on the Government portal in the section 
"Electronic Services". Access to the e-driver's account 
will be provided by means of a digital signature 
and BankID (Driver's electronic cabinet. URL:  
https://e-driver.mvs.gov.ua). 

It should be noted that the expanding use of digital 
technologies in all spheres of public life leads not only 
to the digitalisation of public administration, but also  
to the transformation of public administration.

Conclusions 
The digitalisation of public administration 

is the use of digital technologies and online 
communication capabilities in the process of making 
and implementing public administration decisions, 
providing administrative services, and forming effective 
mechanisms for implementing public policy in all 
spheres of public life.

The introduction of digital technologies serves as 
a mechanism for economic growth through increased 
efficiency and productivity. An important aspect  
is to promote the development of the information 
society, media, creative environment and market. In 
addition, Ukraine's digital transformation should be 
focused on international, European and regional co-
operation with a view to Ukraine's integration into the 
EU and access to the European and global e-commerce, 
banking and stock exchange markets, as well as  
co-operation in regional markets.

The strategic goal of modernising public services 
in Ukraine is to make them online. In Ukraine,  
digitalisation has covered a fairly large list of public 
services. Among them, the most popular are: SRCSA 
(state registration of civil status acts); registration 
of a sole proprietorship; accruals for e-pensions;  
electronic driver's office; HELSI (doctor's appointment, 
medical record, e-prescriptions and treatment plan); 
and state land cadastre. The Diia portal is the tool 
for accessing the vast majority of electronic services.  
The vast majority of the analysed e-services are 
integrated into Diia, but there are still a number of 
e-services that operate autonomously.



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Further development of e-services should focus 

on: systematically expanding the list of services 
provided online; integrating online e-services  
into the Diia single portal; systematically upgrading  
the Diia mobile application to reflect innovations; 
improving cybersecurity; expanding Internet 
connectivity; and increasing the level of digital literacy 
of citizens.

This, firstly, simplifies the procedure for obtaining 
important administrative services and permits for 
citizens, secondly, reduces the financial costs of 
maintaining the administrative service system offline, 
and thirdly, minimises corruption, as there is no direct 
contact between the administrative service provider 
and the citizen.

Digital technologies in public administration in 
Ukraine are at the heart of the reform of this sector 
and serve as an example for the whole country, 
demonstrating how to take advantage of the digital 
world. The synergistic potential of social, mobile,  
cloud, data analytics and IoT technologies together  
have the potential to bring about transformational 
changes in public administration and to make it more 
efficient, responsive and valuable. Modern digital 
technologies are affecting social, cultural, commercial 
and administrative structures, as well as the way 
people interact, communicate and collaborate, and 
how they perceive and use information. This opens 
up new opportunities for access to information, 
knowledge sharing and interaction between citizens  
and organisations.

The uniqueness of the Ukrainian project lies in the 
rapid pace of implementation and the high adaptation 
of citizens to digital services, even with limited 
funding. E-governance, both in Ukraine and in the EU, 
demonstrates significant benefits in optimising public 

administration and service accessibility. Integrating  
best practices will ensure an even higher level of 
efficiency and convenience for citizens and businesses.

One of the key barriers to the effective development 
of e-governance in Ukraine is the uneven level  
of access to digital technologies, especially in rural 
and remote areas. Insufficient development of Internet 
networks, especially high-speed broadband, limits 
the ability of citizens to use electronic services.  
The high cost of connecting to the Internet and 
purchasing modern devices is an obstacle for low-
income families. Another challenge is the insufficient 
level of knowledge and skills in using digital  
technologies among a large part of the population.

The effective development of e-governance in 
Ukraine depends not only on the introduction of 
modern technologies, but also on solving infrastructure 
problems and increasing the level of digital literacy 
of the population. Ensuring equal access to digital  
services for all citizens is the basis for building 
a transparent and efficient public administration 
system. Co-operation between the state, business and 
educational institutions can be the key to overcoming 
existing challenges and creating conditions for 
sustainable e-governance development.

The digitalisation of the public administration 
system in Ukraine is an important and necessary step 
towards the modernisation of the state apparatus. 
The introduction of modern digital technologies will 
improve the accessibility and efficiency of public 
services, reduce corruption risks and increase the 
transparency of government. The implementation  
of the proposed practical recommendations will 
contribute to the creation of a more effective and 
inclusive governance system that meets the demands  
of the times and the needs of citizens.

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Received on: 14th of January, 2025
Accepted on: 25th of February, 2025

Published on: 26th of March, 2025