Regional Virtual Office of Electronic Administrative services of Dnepropetrovsk R. (Virtual Office)
Dnepropetrovsk Regional State Administration

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
The major issues addressed by the Initiative are the absence of: 1) single up-to-date source of complete and accurate data about all administrative services and permit certificates issued by local and central government agencies in the region, 2) possibility of access to comprehensive list of electronic services for citizens and business based on "single window" approach provided by cutting-edge information and communication technologies. The results of empirical studies, aimed on providing the evaluation of the character of service delivery, showed that executive agencies-service providers are, usually, able to supply a service within the terms, established by corresponding regulations. Moreover, quite a large proportion of respondents believe that services are often delivered noticeably earlier than a deadline. Thus, the time criterion of service delivery, especially in a case of an executive agencies-service providers have a complete set of documents is not a major cause of poor services. A much more serious number of issues, which appear when the applicant decide to apply for a service and have to gather all the necessary documents to obtain it, remain unsolved. Information and communication assistance for applicants in preparing applications for obtaining service as a whole was characterized by:  lack of detailed information about the peculiarities of service provision on the booths in the quarters of the local executive and a self-government bodies; inability to obtain information about the services provision on the phone, Internet or at other points of access to information. In the light of aforesaid, it can be argued that the local authorities enjoy along with the demand for the services itself, another demand – for information on how to obtain these services. As a result of conducted analysis the following major problems, affecting the quality of administrative services delivery, have been determined: - Significant gaps in the level of administrative service delivery depending on the area; - Digital divide between urban and rural areas of the region; -Weak internal processes automation of administrative service provision within local executive bodies-service providers; - Nonexistence of interagency electronic interaction. The main problems most local services providing web sources suffered:  applicant was refused in the application forms remote loading. option of filling documents or/and uploading them electronically was not implemented;  possibility to pre-register for an appointment and to demand any inquires needed for service application was not provided. The issue of paper documents interagency circulation should be also mentioned as a considerably a major cause of the delivering service prolongation. Modernization of administrative service delivery in Ukraine and its gradual conversion into electronic form is the primary requirement for openness and transparency of government, de-bureaucratization, attracting investments, establishing effective cooperation between government and citizens in order to ensure citizens’ needs, rights and freedoms. Target social groups with interest in implementing Initiative, are citizens and entrepreneurs of Dnepropetrovsk region. At present, 95.4% of enterprises have Internet access. They use the Internet for banking and financial services - 91.4%, obtaining tax forms - 83.2%, performing administrative procedures - 45.8; more than 20% of Ukrainian women start their business in the parental leave.

B. Strategic Approach

 2. What was the solution?
Regional virtual office of electronic administrative services of Dnipropetrovsk Oblast (Virtual Office) is a joint software solution. This pilot project was included in the National Action Plan for implementing the Open Government Partnership initiative, adopted by the Cabinet of Ministers of Ukraine of 18 July 2012 р. № 514-p. Virtual Office was created as a system of web portals: internal - for service centers administrators and government agencies employees and external - for applicants. The system includes: 35 administrative services centers (service centers), placed within a region, 354 local executive bodies and government agencies –service providers, 46 service centers administrators, 400 local executive bodies and government agencies –service providers representatives. Virtual Office is the only full up-to-date and reliable source of information on administrative services delivery and permits issuing procedures in Dnipropetrovsk region and the only entrance point for citizens and businesses to access the services and additional features, which is on the free of charge basis for registered users. Communication server is hosted in the oblast telecommunication center and connection provided through a secure Internet node. The registration to "personal office" of the internal portal is additionally secured by the possibility of digital signature use with enhanced key certificate. The Virtual Office database includes full data on permits and its templates. The process of issuing permits is computerized. More than 60 thousand permits proceedings have been filed, more than 10 thousands SMS messages have been sent. He beginning of strategic planning of Dnipropetrovsk region development as an investment attractive and competitive region has been carried out since 2011 with the Comprehensive regional strategy development up to 2015, in the making of which the world's leading advisers, who possess experience in recovery of regional economies in dozens of states, participated. Given the international experience, it should be accentuated that the development of e-government improves the efficiency and quality of interaction between state and citizens, reduce corruption, administrative burden, enhance democracy and competitiveness. With the assistance of Microsoft and other international experts the best world examples in implementing IT technologies in the area of e-government was studied. The infrastructure of "smart cities” projects - London, Dubai, Stockholm and Helsinki, which is based on the latest information and telecommunication technologies, were analyzed. As a result, on August 31, 2011 the close cooperation with "Microsoft Ukraine" commenced with the signing of Memorandum of mutual understanding. In the framework of the Memorandum an innovative pilot project in the field of e-government with a title of "E-region" has been launched. One of the major tasks, identified in the implementation of "E-region" strategy (“road map”), was the creation of a single web-based information and service platform ("single window") to ascertain the state-citizens (businesses) interaction in the provision of electronic services. The main challenges of creating an effective infrastructure to provide administrative services in a digital format, as the experience of Dnepropetrovsk and other regions of Ukraine showed, were primarily the difficulties of hardware infrastructure establishment and the demand for new high quality IT experts to build a new communication system and assure its integration with the state registers, managed by permits-issuing bodies. These difficulties had to be resolved by each city or village independently, which is highly problematic for governmental institutions at any level. Considering forgoing, the key advantage of this initiative is the introduction of a regional approach to solve a complex of issues by means of common provisions, mechanisms, methodologies, standards, and finally, IT software solutions. At present, 95.4% of enterprises and a little smaller number of citizens have Internet access. This is our target group for whom the improvement of the delivery of electronic administrative services is being made.

 3. How did the initiative solve the problem and improve people’s lives?
Implementing of digital interaction between government offices, local executive agencies, business entities and citizens is carried out by an integrated software solution Virtual Office of administrative services, which is operating on the same standards and rules, employing the "cloud technology". This solution allows serving all 35 centers, providing administrative services in Dnipropetrovsk region. Each center, however, works in its own information and communication environment and at the same time, regional supervision can track work effectiveness of service centers and have an understanding of the administrative services delivery in the region on the whole. Furthermore, service centers and government agencies, involved in providing services can enjoy the electronic document management system that allows instant data circulation among all participants. Electronic copies of documents, uploaded by applicant are, however, available for viewing by service administrators only if the applicant applies for service. With this approach, the system of internal and external portals assures, on the one hand, that the portals are being disjointed from each other and, on the other hand, it allows necessary circulation of documents in order to obtain the data required for the service delivery.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
Preliminary stage: creating legislative and methodological foundation for implementing initiative, inviting stakeholders. Dnipropetrovsk Regional State Administration, executing the Decree of the President of Ukraine of 05.01.2012 no. 1-1 / 26, prepared a draft proposal "On the implementation of the pilot e-government project "E-region" in the Dnipropetrovsk region" and submitted it to the Cabinet of Ministers of Ukraine for approval. Cabinet of Ministers of Ukraine adopted a Regulation of 05.04.2012 № 220-p, which included a pilot project "E-region" in the Action Plan for Open Government Partnership initiative implementation in Ukraine under section 27 "Implementation of e-government technologies and promotion of electronic democracy". In 2011, as a joint project of the OSCE Project Coordinator in Ukraine and East Europe Foundation a platform "Virtual Office" was built up. Preparatory stage: providing infrastructure for the Initiative. 1. Development of an interagency electronic interaction system (development of common standards and protocols of electronic document exchange). 2. Introduction of the regional web portal of electronic administrative services. 3. Automatization of administrative services provision and permits issuing. 4.Setting up a regional web network of information resources "open government". 5. Trial implementation up to 50 administrative electronic services. 6. Establishment of a regional network of collective public access points to public information (information kiosks). Implementation stage. Throughout 2012 Virtual Office has been put into operation at the regional, 12 local, 22 district service centers and all governmental bodies, responsible for issuing permits. The following steps were made: - The “electronic personal offices” for 46 service centers administrators were created and 35 service centers were linked to Virtual Office; - 8 seminars and 5 workshops for service administrators and government officers, working with issuing permits, were held; - The “electronic personal offices” for 400 government officers, working with issuing permits, were created. All government agencies, responsible for issuing permits, were linked to Virtual Office; - Virtual Office database was completed by data of 35 service centers, 1466 permit templates. The process of issuing was computerized; - 6 workshops for 300 government officers, working with permits, were carried out. Participants were surveyed on the Virtual Office effectiveness and trainings quality, resulting a feedback of suggestions and comments. - 8 open seminars and 4 round tables for business and civil society representatives were held, presenting Virtual Office. More than 200 companies and 10 specialized NGOs took part and assessed the advantages of a Virtual Office and trainings quality, resulting a feedback of suggestions and comments. Postal Project stage. On October 15, 2012 a joint project of the Dnipropetrovsk Regional State Administration and USEP "Ukrposhta", called "Administrative services: simplified access via the post" has been launched. The purpose of the project was to create the optimal conditions of access to administrative services for customers with maximum transparency and high efficiency. Since the beginning of the project 57 administrative services were introduced. From April 1, 2013 the application for services were made available in all 658 post offices across the region. Further expansion of services list and Virtual Office possibilities stage. Acting in accordance with the latest legislature changes, from October 1, 2014 26 types of administrative services are being introduced in all centers of administrative services, including 19, provided by the Ministry of Justice territorial units, 7 - by State Migration Service territorial units. On January 1, 2015 the provision of 18 types of administrative services will be offered in all centers of administrative services, including 2 - the Ministry of Justice territorial units, 2 - by State Migration Service territorial units in Dnipropetrovsk region, 14 – by the State Agency for Land Resources of Ukraine By the decision of the regional council, the establishing of a regional center for administrative services "House of Justice" is being planned. The core concept of the project is to offer at the regional level more than 90 kinds of administrative services, more than 60 types of permits issuing services, 19 state registration services and more than 30 types of municipal services.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
Virtual Office is one of the strategic "E-region" projects and it was included as a pilot project in the Action Plan on implementation of the Open Government Partnership initiative. Significant roles in the Virtual Office development and implementation were played by our partners - the State Agency for Electronic Governance of Ukraine, the National E-Governance Center of Ukraine, E-Governance Academy of Estonia, the OSCE Project Coordinator in Ukraine, Eastern Europe Foundation, the International Renaissance Foundation, Microsoft Ukraine, Association of regional self-government bodies "Cities of electronic governance of Ukraine" and others. In order to consolidate the policies of regional executive and self-government bodies actions a Memorandum on cooperation in administrative services and permits delivery via the Regional Virtual office of administrative and electronic services of Dnepropetrovsk oblast between the Regional State Administration, Dnepropetrovsk Regional Council, territorial units of central government offices in the Dnepropetrovsk region, city councils and district administration was signed on March 29, 2013. The Memorandum allowed a legal framework to assemble a comprehensive infrastructure of administrative services and the creation of a single point of access to services at the regional level. With the purpose of measures implementation to reform the administrative service delivery and its efficiency on October 15, 2012 the joint project of the Dnipropetrovsk Regional State Administration and USEP "Ukrposhta" - "Administrative services, easier access via the post" has been launched. The Protocol of Accession to the above-mentioned Memorandum was signed by USEP "Ukrposhta". The Virtual Office implementation Initiative is directly conducted within the framework of Regional Informatization Program "Electronic Dnipropetrovsk" 2014-2016, adopted by the Dnipropetrovsk Regional Council decision of 27.12.2013 № 506-23 / VI. In accordance with above-mentioned decision the responsibility to carry on the Regional Informatization Program provisions lies upon Information Technologies and E-government Department of Regional State Administration.
 6. How was the strategy implemented and what resources were mobilized?
To implement the Initiative Ukrainian and international foundations and organizations, intellectual resources of prominent universities, companies, leading the market of information and communication technologies were involved. Virtual Office project coordination functions was furnished by the State Agency for Electronic Government of Ukraine, supervision – by Dnipropetrovsk Regional State Administration. The management of specific activities following the project implementation as well as providing guidance, advising and technical assistance were carried out by partner organizations that supported this Initiative and agreed to participate, in particular: The National E-Governance Center of Ukraine provided methodological and advisory assistance on the implementation of electronic administrative services; E-Governance Academy of Estonia provided methodological and advisory assistance on the implementation of electronic administrative services; OSCE Project Coordinator in Ukraine provided financial, methodological and advisory assistance on the implementation of electronic administrative services; Eastern Europe Foundation provided financial, methodological and advisory assistance on the implementation of electronic administrative services; International Renaissance Foundation provided financial, methodological and advisory assistance on the implementation of electronic administrative services; Microsoft Ukraine provided methodological and advisory assistance of best world practices experience to use throughout project implementation; Dnipropetrovsk Regional Institute of Public Administration of the National Academy of Public Administration under the President of Ukraine provided methodological and advisory assistance in organizing seminars and workshops as well as preparation of informational materials (brochures). 13 city executive agencies and 22 district administrations provided logistical support and facilitated the implementation of measures initiated at the local level by offering facilities for seminars and workshops, employees motivations to undertake trainings and to improve the efficiency of using the e-government technologies; Municipal Enterprise "Main Information-Communication, Scientific and Engineering center" of Dnipropetrovsk Council provided technical support in the electronic document circulation and digital signature implementation, guaranteeing the availability of oblast telecommunication center resources to facilitate the carrying out of project activities. Budget of the Initiative is 2 millions grn.: 200 thousands: system engineering; 800 thousands: system implementation; 750 thousand: structuring an integrated system of information protection; 250 thousands: integration of digital signature.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
The implementation of the Virtual Office initiative in Dnepropetrovsk made it possible to achieve the following results: 1.The introduction of computerized web-based platform Virtual Office in all service centers that established as interactive cooperation between service centers and executive offices-service providers. From now on, the services and permits, offered by government agencies, is executed by bringing in the uniform standards and protocols, provided by a single software solution of administrative services provision (internal web portal). Even more an increase of the number of users does not entail the increase costs for licenses and development, i.e. the number of users is unlimited. 2.The enhancement of information openness and transparency of the regional executive and self-government bodies activities which is guaranteed by access to full information about all regional administrative service centers, permit-issuing agencies, permits and administrative services (rules, permits issuing procedure, open hours, documents required, the reasons for refusal, chargeable / free of charge services) through the Virtual official website (http://e-services.dp.gov.ua/), each of 22 district administrations and 13 city councils websites and touch screen information kiosks, located in 22 district administrations and 13 city executive offices and linked into a regional network. 3. The incorporation of a Virtual Office external portal for visitors with the possibility to register in a “personal office” that proposes the following services: copying and filling in the electronic application forms, submitting the other documents required to obtain a service; sending a request for electronic consultation with relevant expert; obtaining the information about the progress of the case, particularly via SMS. The key feature of the project is that it brings together all Dnepropetrovsk regional service centers, i.e. the visitor can select from a list city or district that interests him/her the most and get all the information he/she needs. 4. The expansion of access to administrative services for the marginalized and disadvantaged population (elderly, disabled, rural, etc.) by implementing the project "Administrative services: simplified access via the post" that everyone can benefit from by exploring the “Ukrposhta” services, including the ones, provided by postmen. In general, the implementation of the Initiative allowed to increase significantly the quality of administrative service delivery, to reduce the number of individual trips to the executive bodies by 40%, computerize administrative and management processes, resulting in savings of time and finance by 30 - 40%, and, consequently, to introduce a single regional communication environment of administrative services, accessible from anywhere in the region.

 8. What were the most successful outputs and why was the initiative effective?
Monitoring and evaluation of the Virtual Office initiative implementing is conducted in several ways. Firstly, the reports on the carrying out the Regional Informatization Program "Electronic Dnipropetrovk" and Open Government Partnership Initiative Action plan are being submitted to the competent authorities with periodicity set up by relevant regulations. Secondly, the establishing of digital interaction between government offices, local executive agencies, business entities and citizens is carried out by an integrated software solution Virtual Office of administrative services, which is operating on the same standards and rules, employing the "cloud technology". It allows continuous monitoring and quality control of administrative services, based on programmed analysis of a centralized database. Furthermore, in the scope of project "Organizing and conducting public monitoring of the electronic services quality provided by administrative service centers", “Cities of e-government of Ukraine" Association’s experts, being supported in the framework of the initiative "Open Government: testing instruments to influence the government”, designed and accomplished (as a test model) public monitoring of the electronic services quality in 6 regions of Ukraine, including the Dnipropetrovsk region. The principal purpose of the services evaluation was to examine a public access to IT-based services, proposed by administrative service centers, as well as to assess the level of integration of IT instruments and degree of their favoring by citizens, applying for a service. The summary results of the monitoring can be found in an analytical report on the official website of the Association. Likewise, the Center for Civic and Cultural Initiatives "Tamarisk", supported by International Renaissance Foundation, carried out a similar monitoring, aimed at analysis of the administrative services centers in a scope of compliance with Law of Ukraine "On Administrative Services"; criteria of multi-service centers establishing; citizens expectations (with a special focus on user-friendly features), ctr. Proving evaluation possibilities for service recipients is provided via following instruments: 1) the official website, under the heading “interaction with the public / public consultations" offers to complete the questionnaire on the proposed consultation and submit it. Consultations are being opened accordingly to the approved plan of public consultations in 2014, which can be found on the official website of State Administration under the heading "interaction with the public"; 2) Electronic petition on the official website of contact center "Hotline of Head of Dnipropetrovsk Regional State Administration". 3) “Personal office” on the official website of Virtual Office.

 9. What were the main obstacles encountered and how were they overcome?
The initiative implementation is being accomplished with direct application of information technologies. To determine the level of information technologies development and to describe the major problems in this area, Dnipropetrovsk Regional State Administration, Regional Council in cooperation with the Dnipropetrovsk Regional Institute of Public Administration of the National Academy of Public Administration under the President of Ukraine developed a methodology by which each year electronic readiness of Ukrainian regions is assessed. Following the assessment results, the main constant issues have been detected in the regional electronic development, among the most prominent are: digital divide; low level of information services and resources development; low degree of information literacy and willingness of the population to use ICT; low state and business participation level in the use of ICT skills training, ctr. In addition, an important issue is the fragmentariness of a legitimately approved list and description of administrative services, methods and procedure of its conversion into digital format that demands a wide-ranging work on the elaboration of appropriate regulations and standards. The purpose of the systematic resolving these and other issues has become a cornerstone for creating an organizational and legal mechanism of Virtual Office of electronic services functioning, in the framework of which it was enforced as follows: The scale of the need for communication resources for interagency exchange was identified; The technical specification of the software system has been developed; The standards for presentation of information were developed for each of the levels of information resources; The rules of information circulation were determined; The levels of government responsibility for the accuracy and updating of data were defined. The core challenge that preconditioned and Initiative implementation, was the question to determine the rules and regulations of working within software system which should, on the one hand, provide an access to the state registers, managed by corresponding government agencies, with an aim of verifying the authenticity of personal data and, on the other hand, guarantee the protection of individuals with a regard to processing of personal data and unsure the impossibility of unauthorized copying, modification and forgery of electronic documents. These issues have been solved, firstly, by hosting a communication server on oblast telecommunication center, the usage of a secure Internet node. Furthermore, the data access control in the most service centers is executed by the division of access rights to information processes and electronic database into user groups and user roles: service center administrator, authorized representative of the executive agency, head of service center, head of the executive agency.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Nowadays, the different examples of administrative services web-based platforms could be found in Ukraine, most of which was implemented on the city government level, provided a level of "informational presence", the one-way government – citizen/business entity communication and initially did not support the "electronic office" features. The major advantage of this Initiative is the introduction of a regional approach to address the subject matter, in particular, of common rules, mechanisms, procedures, standards, and, finally, presenting the advanced software IT solution that will become comprehensive guidelines on the way to development of the electronic interagency cooperation. The initiative operational objectives that have been accomplished by its implementation are: - The creation of a single communicative environment for administrative services delivery as well as direct entry point for the services themselves from anywhere in the region; - The guarantee of information openness about the activities of the regional executive and self-government bodies; - The increase of time and other costs savings for applicant to obtain the services; - The reinforcement of transparency of the regional executive and self-government bodies activities, the foundation of infrastructure for government-citizens interaction, and the reduction of corruption hazards; - The formation of a single integration environment of communication systems; delivery of G2C, G2B e-government models and technological compatibility; In the earlier stages of Virtual Office implementation many suggestions and positive feedbacks from users - business representatives who applied for obtaining permits or participated in project presentation seminars (over 500 people) was received. The initiative was met by NGOs, particularly, by Council of Entrepreneurs in the Dnipropetrovsk region; "Dnepropetrovsk Coordination and Expert Centre for Regulatory Policies"; Dnipropetrovsk regional representatives of the Auditors Union of Ukraine; "Business Class" of Dnepropetrovsk ", Association of regional self-government bodies "Cities of electronic governance of Ukraine", with appraisal. The initiative advantages were discussed repeatedly in TV features (Channel 11, Channel 9, Channel 51), print media articles (newspaper "Our Town," journals "Private Enterprise" and "Dnepro Courier", published by Dnipropetrovsk Chamber of Commerce), ctr. Additional measures were initiated in the scope of Initiative implementation in order to address the needs of marginalized and disadvantaged groups of population and to improve the access quality to the e-services. Among the steps taken are: - Adaptation of the websites to the needs of people with visual impairments. The work was initiated under the State program "National Action Plan on implementation of the Convention on the Rights of Persons with Disabilities for the period up to 2020" on the official website of RSA. In the future e-services site will be updated accordingly to the needs of the disabled. - Implementation of the project "Administrative services: simplified access via the post", launched on October 15, 2012. It allows residents, in particular, vulnerable population from the most remote villages in the region to ensure the access to 57 types of administrative services through 658 post offices. - Providing a shared Internet access points on the grounds of city and village councils. - Spreading Wi-Fi coverage over the one of the pilot districts. - Creating service centers in each of 22 districts and 13 major cities in the region. All the appropriate conditions and free and easy access for the elderly and persons with disabilities is guaranteed on the territory of 35 service centers. They are equipped with information booths with samples of relevant documents and information to the extent sufficient for filing application for administrative services without assistance. - Access to information concerning the provision of electronic services on official city councils and administrations websites as well as via touch screen information kiosks that have been integrated into a regional network.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
The Virtual Office project implementation is executed in the Dnepropetrovsk region by working out the unified standards and solutions in the field of e-government in the framework of an integrated, innovative pilot project "E-region", National Action Plan for implementing of Open Government Partnership initiative, Regional Information Program "Electronic Dnepropetrovsk" 2014-2016 with the possible application at the national level. The ultimate goal of Virtual office of electronic services implementing is to create a single point of access for citizens and business to all administrative services and permits available in the Dnipropetrovsk region, including the ones that are provided by territorial units of the central government agencies, at the same level of service and quality. Furthermore, the software system does not restrict the number of users. The increase of users does not entail the increase of costs for licenses and development. The time spent on connecting another service center ​​is only the time required to train administrators and to update a database with service centers detailed information ​​(address, contacts etc.). All technological templates, document handling procedures are built into the system. In the context of financial, institutional and administrative stability the following can be mentioned. E-governance is the mechanism to establish the most effective ways of interaction between government and civil society and to use certain advantages offered by its instruments. The executive bodies are the prime managers of administrative service delivery and, therefore, it is clear that using ICT can dramatically increase the efficiency of public administration and the internal activity organization, efficient allocation of the budget, reduction of the state apparatus maintenance costs and ensure the provision of administrative services in high-quality. The Implementation of the Initiative has allowed expecting the following long-term effect: -   Management of the transition to administrative services delivery in digital format on the whole territory of Dnipropetrovsk region; -  Attainment the required speed to transfer the administrative services into digital format; -  Reduction of the gap in quality of services delivery, depending on the area; -  Further popularization and promotion of up-to-date, high-tech methods of public management (e-government), new quality of service delivery to citizens and businesses, guaranteed by executive and self-government bodies.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
One of the future priorities of international Open Government Partnership Initiative, the European eGovernment Action Plan 2011-2015 and Association Agreement between Ukraine and the European Union, ratified in September 2014, is the development of information and communication technologies and promotion of joint innovation projects. The overall goal of the Virtual Office initiative is popularization and implementation of up-to-date, high-tech methods of public management (e-government), new quality of service delivery to citizens and businesses, guaranteed by executive and self-government bodies as well as protection of the citizens equality in meeting their constitutional rights regardless of their place of residence by using of cutting-edge information and communication technologies and e-government instruments. A central component of the Initiative's success is the role of contemporary principles and practices of public management GOV 2.0, based on openness, transparency and targeting citizens’ needs, achieved with the help of advanced information and communication technologies, in particular: Implementation of a proactive approach to the demands of citizens; Establishing a system of electronic services and their availability via the Internet; Focusing on the cooperative relationship between the executive bodies, citizens, businesses and investors; Reducing the administrative costs; Addressing the problem of the digital divide between regions and cities; Depersonifying the administrative services provision as an instrument of fighting corruption. With a purpose of continuous improvement of work in Virtual Office software system the seminars and workshops for service administrators and responsible offices of executive agencies are being organized. In the future we plan to address such matters as: 1) gradual introduction of services that are available without citizens’ actual presence, which requires developing an appropriate legal basis; 2) adding supplementary electronic services for citizens and business entities better convenience ("quick service" and "electronic appointments"); 2) adaptation of the service website to the needs of people with visual impairments; 3) development of mobile applications; 4) installing a comprehensive information security system (CISS) for electronic services software. At the same time, there are number of issues related to action in between government agencies involved in service delivery. This is especially true for territorial units of central government agencies. To address the challenges and having regard to the latest Ukrainian legislation changes the introduction of services, including those provided by the territorial units of central executive bodies, are being gradually made. Thus, on October 1, 2014 26 types of administrative services are being introduced in all centers of administrative services. On January 1, 2015 the provision of 18 types of administrative services will be offered in all centers of administrative services. In addition, by the decision of the regional council, the execution of a pilot project to establish a regional center for administrative services "House of Justice" is being planned. The core concept of the project is to offer for Dnipropetrovsk oblast city residents more than 90 kinds of administrative services, more than 60 types of permits issuing services, 19 state registration services and more than 30 types of municipal services.

Contact Information

Institution Name:   Dnepropetrovsk Regional State Administration
Institution Type:   Government Agency  
Contact Person:   Tatyana Shapovalova
Title:   Project manager  
Telephone/ Fax:   +380567427020/+380567428258
Institution's / Project's Website:  
E-mail:   tatyana@adm.dp.gov.ua  
Address:   1 Kirov av.
Postal Code:   49004
City:   Dnepropetrovsk
State/Province:   Dnepropetrovsk oblast
Country:  

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