Analysis of the implementation of digital technologies for the provision of public administrative services in Ukraine

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This article provides a comprehensive analysis of the implementation of digital technologies for the delivery of public administrative services in Ukraine amid the transformation of the public administration model, military challenges, and the deepening of the country’s European integration course. It is argued that the digitization of public administrative services has ceased to be merely a technological tool for optimizing document flow and has instead become an institutional mechanism for shaping a service-oriented state, in which the interaction between citizens, businesses, and government agencies must be guided by the principles of accessibility, barrier-free access, speed, transparency, and personal data protection. The content of the current digitalization mechanism is revealed, covering regulatory and legal frameworks, the operation of the Unified State Web Portal of Electronic Services “Diya” and the network of Administrative Service Centers (ASC), as well as tools for electronic identification, electronic signatures, online quality monitoring, and interagency information exchange. Based on empirical data from the Ministry of Digital Transformation of Ukraine, the “Diya” portal, UNDP/KIIS, Digital State UA, and the World Bank, the main trends in the development of the digital services sector have been identified: an increase in the number of “Diya” portal users from 24.363 million people in 2023 to 30.1565 million people in 2025; the presence of over 23 million mobile app users; expansion of the list of online services; an increase in document sharing from 2.5 million times in 2021 to 16.3 million times in 2024; and the connection of 850 Administrative Service Centers to the online monitoring and service quality assessment system. It has been determined that this positive trend is constrained by institutional limitations stemming from uneven access to digital infrastructure, the digital divide among local communities, incomplete interoperability of registries, and the need to strengthen cybersecurity and the stability of digital services. Areas for improvement are proposed: developing the “digital by default” principle, strengthening registry integration, expanding the omnichannel model of service delivery, implementing data-driven quality management, and establishing a system to evaluate the effectiveness of digital services based on user outcomes. Keywords: public administration, public services, administrative services, public-administrative services, Diya, ASC, digital government, digital services, digital technologies, digitization, digital transformation, quality of administrative service delivery, institutional mechanism.

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