To comprehensively study public opinion regarding the receipt of administrative services, to determine in which cases Ukrainians choose in-person or online services, what difficulties they encounter, and what factors influence their choice.

Details

The sociological survey was conducted during November-December 2024 among visitors and administrators of ASCs using methods such as face-to-face interviews, focus groups, and in-depth interviews. In total, over 4,400 respondents were surveyed, allowing for a deeper understanding of their experiences and needs.

As part of the study, 25 of the most popular administrative services were analyzed. This helped to comprehensively study the factors that motivate Ukrainians to obtain administrative services in-person, as well as the prerequisites for the popularization of digital services.

Key findings indicate that 80.4% of Ukrainians are aware of the existence of electronic services, but still go to ASCs. Two-thirds of ASC visitors do not attempt to obtain the required service online, even though they know this option exists. 60% of Ukrainians visit ASCs to obtain a paper document. Over 30% believe that applying for services online is more complicated than in-person.

Visitors consider at least one technical obstacle (43.7%), the impossibility of obtaining services online or the complexity of this procedure (25%), a negative result of an online application or its absence (24.9%), and a lack of digital skills or access to technology (8.3%) to be the main barriers to using electronic services.

Explaining the reasons for choosing to receive services at an ASC, 59.3% of respondents cited the importance of having a paper document, which is mainly required by themselves (37.5%), social protection services (12.4%), and notaries (12.1%). Uncertainty about the result and fear of making a mistake were identified by 18.4% of respondents, and 17.4% said they needed consultation or assistance from qualified administrators. Often, the perception of the complexity of the procedure is not supported by user experience. 34.3% of respondents believe that electronic services are complicated.

The results of this research will help develop an effective strategy for the digital transformation of administrative services in Ukraine and will contribute to creating a convenient and transparent environment for citizens and businesses.

Recommendations for overcoming the identified barriers and improving the accessibility of electronic services include: increasing awareness (51.8% of users of popular services would like to learn more about electronic services), improving the digital literacy of Ukrainians to encourage more active use of online services, improving online services and introducing new ones, counteracting the demand for paper documents, and strengthening the activities of ASCs as drivers of digital change in communities.