Ukrainian experience of digitalization: why the world recognizes Diia as one of the best innovations

Recently IA “FAKT” already wrote about another online service of the Diya application. And in general, during the five years of its existence, “Diya” turned into from a two-document mobile application for drivers to a large-scale digital services platform. Today there are 22 million users, 28 digital documents, more than 40 services in the application and more than 130 services on the portal.

Digital revolution: how “Diya” is changing state services and simplifying citizens’ lives

Digitization in the country is gaining momentum, and one of the key innovations is the integration of artificial intelligence. Already now is working AI-chatbot Nadiya, which optimizes communication with partners of “Dia”. An AI assistant for citizens is also planned, which will allow leaving feedback on the work of state services in a few clicks.
On the digital reform of services for drivers are working together with the Ministry of Internal Affairs and “Diya”. Soon is expected the possibility of re-registration of a car, change of technical passport, registration after customs clearance and new services for license plates.
Due to the large number of citizens of Ukraine outside the country (about 8 million people), it is being created eConsul – a set of services for obtaining passports, driver’s licenses and tax cards without the need to come to Ukraine. It is also planned to register the birth of a child online.

After marriage, divorce or change of surname, documents have to be redone in several institutions, which takes up to two months. New service in “Diya” will allow to do it quickly, without queues and bureaucracy.

The eNotariat project will allow notarial acts to be performed online. Power of attorney registers have already been tested, and notarization via video link will soon be possible. In the future, it will be possible to draw up marriage contracts, sales contracts and gifts.
Diya.Kartka is used for state aid payments. In the future, all payments through eSupport will be transferred to this tool, which will make financial interaction with the state even more convenient.
It will also become easier to process documents related to the loss of loved ones. It is planned to automate the receipt of a death certificate, registration in state registers, and the appointment of funeral assistance.

Action as a national brand and flagship of digitization

Ukraine has achieved great success in the development of digital public services and received international recognition. According to the Online Services Index rating, part of the E-Government Development Index study by the United Nations, Ukraine sat down 5th place among 193 countries in the level of development of digital public services. In 2018, the country was ranked 102nd, so the rapid progress in this area is obvious.

Ukraine joined to the Digital Public Goods Alliance global initiative aimed at advancing digitization and innovation for equal access to digital services worldwide. This partnership helps to exchange experience with other countries and share Ukrainian experience in digital transformation.

In October of last year, there was an “Action”. included to TIME magazine’s annual Best Inventions 2024 rating in the Apps & Software category, which emphasizes the innovativeness and impact of the application on the development of digital public services.

The Ministry of Digital Transformation of Ukraine, together with the Ministry of Foreign Affairs of Great Britain and the Ministry of Economy and Communications of Estonia, signed agreement on cooperation in the field of digitization. This partnership helps to exchange experience and implement joint digital projects between countries.

The role of “Dia” in wartime

Now conscripted can get electronic military registration document through the Diya portal. This document contains all the necessary information and has a QR code for quick review. This simplifies the status verification process and reduces the need for paper documents.

For citizens whose housing was destroyed as a result of hostilities, introduced compensation program “isRecovery”. You can submit an application for compensation through the “Diya” portal or TsNAPy. Compensation is provided as a housing certificate for a new home or money for reconstruction on your land plot.

“Diya” helps FOPs and businesses forced to relocate due to hostilities. This includes financial assistance to resume work and compensation for relocation expenses.

The online platform also enables internally displaced persons to apply for financial assistance, compensation for property loss and other social benefits.

Application cyber security, minus corruption and simplifying business

“Action” does not save your personal data in one place, which reduces the risks of unauthorized access or data leakage. Instead, the application shows information in real time from state registers. “Action” is located in a reliable data center and meets global standards of protection against cyber threats. The platform uses advanced encryption and security to protect data during transmission and processing. The online platform stores a minimum of information about users, which reduces potential risks.

To ensure the highest safety standards, “Diya” cooperates with leading international IT companies and organizations. To implement best practices in the field of cyber security, the Ministry of Digital Affairs of Ukraine interacts with international partners.

Among other things, the developers of the application pursued the goal of reducing the risks of corruption. Digital services in the application minimize the human factor in interaction with state bodies. For example, the car customs clearance service through “Diya” allows the process to be carried out without intermediaries, which eliminates opportunities for bribery. Minister of Digital Transformation Mykhailo Fedorov noted that “digitalization will remove the human from the process and show how customs can work when there is no official”.

The platform also empowers entrepreneurs register business online, get permits and licenses in a few clicks, which reduces bureaucratic procedures and saves time. Open data through Diya helps reduce corruption in business inspections, ensuring transparency and availability of information.

“Diya.City” – a special legal and tax regime created to support the IT sector in Ukraine, – offers preferential tax conditions for residents. In particular, this is a tax on withdrawn capital at the rate of 9% or income tax at the rate of 18%. There is also a reduced rate of income tax for employees of Diya.City residents in the amount of 5%. These conditions help sustain and develop the IT industry even in times of war.

Inclusive services, support for citizens in critical situations and online education

“Action” offers online services for people with disabilities that allow you to get help without visiting state institutions. For example, through “Diya.Gid” you can apply for state social assistance for people with disabilities and children with disabilities, which simplifies access to social benefits.

Also, at the initiative of First Lady Olena Zelenska, launched project “Action. Barrier-free”. It provides services for people who need help the most, including people with disabilities, parents of children with disabilities, and people with reduced mobility.

The platform allows you to quickly issue state aid, subsidies and compensation. Thanks to digitalization, citizens can easily apply for social benefits, which is especially important in critical situations. For example, on “Guides from public services” information is available on more than 1,800 services, including social support.

“Action.Education” platform offers many online courses for adaptation of internally displaced persons, retraining of specialists and training of entrepreneurs. Yes, courses on the basics of business and financial literacy are available, which help to acquire new knowledge and skills for successful work.

In the future – full digitization of state services and the use of AI for automated interaction with the state

Ministry of Digital Transformation of Ukraine seeks to translate 90% of government services are in online format. This will allow citizens to receive the necessary services without visiting government institutions, reducing bureaucracy and increasing the transparency of processes. As of 2024, it was possible to implement 90% of planned activities in this area, including Internet coverage and development of digital skills.

Ukraine is active implements AI in the civil service. The Ministry of Economy is working on automation of interaction with business using AI, which will help to process applications faster and reduce the impact of the human factor.

The Diya platform is a unique example of e-government that has attracted the attention of other countries. Ukraine shares its digitalization experience at international forums and cooperates with the EU, USA and Great Britain to implement advanced digital solutions. Thanks to this, the Ukrainian experience becomes useful for other countries that want to modernize their state services.

Thanks to digitalization, the economic and anti-corruption effect was estimated at UAH 66 billion in 4 years, and this is only a part of the real impact. Minimizing contacts with officials significantly reduces the opportunity for bribery. “Action” continues to develop, making public services available in a few clicks, without bureaucracy and time loss.

Tetyana Viktorova