The team of Administrative Reform in Eastern Ukraine II Project implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) on behalf of the German Government focuses on developing innovative approaches that are tested in practice with partners and is constantly looking for ways to improve communication among the representatives of local self-government bodies and central state executive authorities.

Consultations via video conferencing system are extremely important because it is the chance to be heard, as well as it is the ability to compare the practical application of legislation in the day-to-day work of Administrative Service Centres in other communities.

Staff members of Lysychansk Administrative Service Centre

The conference on the development of administrative service delivery system has been the main communication platform annually. The conference brought together the representatives from all over the country to discuss problems and development prospects of this sphere. However, it is not sufficient to organise a meeting of practitioners only once a year. Alongside this, holding such meetings more often is not possible due to rather high cost for their organisation. Additionally, there is a need for continuous skills development and proficiency enhancement of employees of Administrative Service Centres, but the implementation of such training measures on the regular basis is challenging due to high cost of organising the training events for a large number of participants. Implementation of online video conferencing system was one of options to solve these problems.

Effective group cooperation has never been so important for local self-governments. Geographically dispersed networks of organisations need the maximum capacity with the lowest cost of resources. Video conferencing is becoming a critical tool for conducting meetings, conferences and distance learning courses.

To launch an effective communication system, video conferencing points (endpoints) have been installed in the Administrative Service Centres (ASC) – the members of All-Ukrainian Association of Administrative Service Centers. As of the end of 2019, there was a network of 10 endpoints comprising Kyiv, Lviv, Lutsk, Sumy, Vinnytsia, Kharkiv, Lysychansk and Ivano-Frankivsk ASCs, as well as the Project office and the central executive body responsible for policy development in the field of administrative service delivery.

The system is used for meetings on experience exchanging between ASCs, cross-trainings and consultations. Besides, the Project also has the opportunity to hold meetings with partner Administrative Service Centres through the video conferencing system. On 17 June 2018, the representatives of Administrative Reform in Eastern Ukraine II Project conducted the first online meeting with Lysychansk Administrative Service Centre.

Video conferencing system has been mainly used for distance learning of ASC employees.

On 21 May 2019, simultaneously with handing over the mobile digital cases, the training via video conferencing system was held for the employees of Lysychansk and Severodonetsk Administrative Service Centres. The training aimed to acquaint the future users of a mobile digital case with its functionality as well as to review the organisational and legal aspects. The trainer paid particular attention to quality control issues as well as the challenges and risks, which may arise in the course of service provision to citizens at the place of their residence. The training participants got to know how this service appeared, where it is disseminated and familiarised themselves with the practices of using a mobile digital case in different communities. The first equipment testing was carried out with visual presentation of technical features and components of the mobile digital case. During the group work, the participants developed "road maps" of service launching in Severodonetsk and Lysychansk.
One of the most important success factors for local self-governments is the development of leadership skills of staff. Therefore, after determining the needs of ASC employees in skills improvement, the Administrative Reform in Eastern Ukraine II Project organised a series of trainings under the umbrella topic “Inspirational Leadership” (19.08.2019, 22.08.2019 and 11.09.2019).

In order to improve the skills of ASC staff and implement awareness-raising measures on legislative and procedural changes, All-Ukrainian Association of Administrative Service Centres has provided a series of consultations via video conferencing system with the support of Administrative Reform in Eastern Ukraine II Project. Currently the video conference system comprises Ivano-Frankivsk, Kyiv, Lysychansk, Lutsk, Lviv, Rivne, Sumy and Kharkiv Administrative Service Centres. To ensure maximum dissemination of information among ASCs of Ukraine, all scheduled online consultations were streamed on the Facebook page of All-Ukrainian Association of Administrative Service Centres.

To provide professional explanations and clarifications, the project invited the representatives of central state executive authorities, in particular:

  • the Ministry of Digital Transformation of Ukraine
  • the Ministry of Justice of Ukraine
  • the Ministry of Social Policy of Ukraine
  • the Main Service Centre of the Ministry of Internal Affairs of Ukraine
  • the Ministry for Development of Economy, Trade and Agriculture of Ukraine
  • the State Migration Service of Ukraine
  • the State Regulatory Service of Ukraine

For the convenience of ASC employees Friday was preliminary selected for conducting online consultations as a day with the lowest level of workload according to ASC statistics.

20.11.2019 — administrative services on issuing a passport of a citizen of Ukraine and a place of residence registration (representatives of the State Migration Service of Ukraine)

27.11.2019 — issuing of administrative offence reports for violating the requirements in the field of administrative services and permit system legislation (representatives of the State Regulatory Service of Ukraine)

04.12.2019 — provision of public services: vision in the context of digital transformation (representatives of the Ministry of Digital Transformation of Ukraine)

11.12.2019 — registration of civil status acts and the state registration of real property rights (representatives of the Ministry of Justice of Ukraine and the State Enterprise “National Information Systems”)

18.12.2019 — provision of social services via Administrative Service Centres (representatives of the Ministry of Social Policy of Ukraine)

In 2020, the Project supported the initiative of the Ministry of Digital Transformation of Ukraine to conduct continuous online trainings for ASC employees. On 29 April, the webinar “Automation of the Place of Residence Registration: Practical Cases of 4 Cities” was conducted. During the webinar, the practitioners from four project partner cities discussed how their communities solved the problems of chaos in keeping the registers of local residents in paper format and how they automated the relevant processes.

Under the conditions of quarantine and the lack of possibility for "offline" experience exchange, it was extremely important to allow communities that have not yet automated the process of maintaining a register in their community to take the first step in solving this problem. Over 1250 persons watched the webinar, which was streamed on the YouTube channel DIIA of the Ministry of Digital Transformation of Ukraine and learned about four absolutely different systems for the automation of processes, namely the following:

  • “E-TSNAP Cloud” software and “Kremenchuk local residents register” (Kremenchuk, Poltava Oblast)
  • “TSNAP-SQS1” software (Lysychansk, Luhansk Oblast)
  • “Kharkiv local residents register” based on ERP system of Microsoft Dynamics AX (Kharkiv)
  • “Visual Service” unified communication platform (Lviv)

The event was organised with the support of Administrative Reform in Eastern Ukraine II Project implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the German Government and the Administrative Services Reform Office financed by the Canadian Government.