Kyiv, 23 January 2026 – The percentage of people using electronic government services has increased over the past year — from 55% to 59%, with the number of people who did not use any electronic services simultaneously decreasing — by 4%, to 38%.

These were some of the findings of the annual all-Ukrainian survey of the Kyiv International Institute of Sociology (KIIS) on the use of electronic services and the Internet by Ukrainians in 2025. The research was conducted at the request of the United Nations Development Programme (UNDP) in Ukraine with the support of Sweden as part of the DIA Support Project, and in partnership with the Ministry of Digital Transformation of Ukraine.

Ukrainians most often used services in the government e-services app and Web portal Diia – 48% of those who used public services did so through Diia, which is 6% more compared to 2024. Other popular services in 2025 included: paid access to information from state registers or digital extracts from them (15%), as well as services on pension issues (15%), personal transport (13%), obtaining subsidies (12%), and tax issues (12%).

An absolute majority of respondents, 85%, who used electronic government services said their experience was rather or very positive. This indicator is up slightly compared to last year.

“The goal of the Ministry of Digital Transformation is to simplify interaction with the state as much as possible, so that all people can receive the necessary state service easily, conveniently, and in a few clicks,” said Valeriia Koval, Deputy Minister of Digital Transformation of Ukraine. “The growth in the number of users of state services, Diia’ leading position in the list of the most used services, as well as the satisfaction of Ukrainians with state e-services, which remains at a consistently high level, are evidence that this work is yielding results.”

The primary reason for not using government e-services this year was a lack of perceived need, cited by 77% of respondents. Other reasons were mentioned much less often, compared to last year: including a lack of skills (22%), distrust of electronic services (15.5%), a lack of a device with Internet access (15%), and a simple lack of awareness regarding available services (11%).

“This year’s study showed that Ukrainians were twice as likely — from 44% to 22% — to mention lack of skills as the reason why they did not use government e-services,” said Olena Ursu, UNDP in Ukraine’s Democratic Governance Team Leader. “This is a positive signal, indicating the effectiveness of all the work of the Ministry of Digital Transformation of Ukraine with the support of its partners, in particular UNDP and Sweden, in promoting digital literacy in the country. Along with digital accessibility and the creation of new electronic services, digital education is one of the key priorities of our joint work with the government on the development of digitalisation.”

Younger men with higher education and higher levels of wealth from larger settlements used state electronic services the most – a situation unchanged over the past two years of the study.

The study also asked how Ukrainians use the Internet: 81% of citizens do it daily, while 11% connect irregularly (2-3 hours a week or even less often). Both indicators have changed within the margin of error over the year. Older people, as before, use the Internet the least often: 53% do it daily, while 28% do not use it at all.

Age and the level of income remain the main factors determining whether a person uses e-services and the Internet, said Anton Hrushetsky, KIIS Executive Director.

“The survey showed that the gap in Internet access between people with different wealth has increased even more,” Hrushetsky said. “Thus, in 2025, people with medium and high incomes began to use the Internet more often by about 4%, while for people with low incomes the level of use remained unchanged. This indicates the relevance of the problem of the digital divide and the need to take it into account when developing policies and new products in the field of digitalisation.”

The data is drawn from the all-Ukrainian survey conducted in September-October 2025 using the method of computer-assisted telephone interviews (CATI) among Ukrainians aged 18 and over who lived in government-controlled territories as of 23 February 2022. A total of 2,015 interviews were conducted.

This is the sixth time that the study on the use of electronic services and the Internet in Ukraine has been conducted. Previously, KIIS has organised similar surveys commissioned by UNDP, in 2024, 2023, 2022, 2021 and 2020.

Media inquiries

Yuliia Samus, Head of Communications and Advocacy, UNDP Ukraine; yuliia.samus@undp.org