Kyiv, 22 October 2025 – A new educational series titled “Quality Services in Communities: Monitoring, Development, and Digitalisation” has been launched on the Diia Centres platform.

It will help employees of Administrative Service Centres (ASCs) and other state bodies learn more about applying a human-centred approach to public service delivery. The course was created specifically for ASC staff, digital leaders, and local government representatives – everyone who provides services to people every day.

The course teaches more about what makes a service truly high-quality, how to measure service quality, as well as how to create a barrier-free service even when resources are especially limited.

In 10 episodes, experts, in particular, share how to:

• Measure service quality and make data-driven decisions;
• Improve the level of barrier-free accessibility: adapt spaces and services to prevent discrimination;
• Conduct monitoring and see where services truly work for people;
• Change the logic of service delivery through re-engineering;
• Engage residents and communicate with veterans;
• Build partnerships that strengthen communities.

Each series is a short conversation with experts who deal with these issues daily. The series can be viewed via the link on the Diia Centres platform.

The educational series was created by the Ministry of Digital Transformation of Ukraine as part of the Diia Support Project, which the United Nations Development Programme (UNDP) in Ukraine is implementing with the financial support of Sweden.

Olena Ursu, Democratic Governance Portfolio Team Leader at UNDP in Ukraine, commenting on the launch of the new course, said, “UNDP consistently supports the government and communities of Ukraine in providing quality public services to citizens, even during wartime. We’re convinced that people, their needs, and comfort must be the focus of any public service.”

“The new series is designed to help employees of ASCs and other state institutions, who provide services to millions of Ukrainians daily, learn more about how to apply a human-centred approach in practice,” she added. “They will receive the necessary knowledge and practical tools to improve the quality of services in their communities. This is another step towards creating quality, accessible, and barrier-free public services for all people in Ukraine.”

“Our joint goal is to make services in Ukraine the most convenient and accessible in the world,” said Maryna Bobranitska, Head of the Administrative Services Development Department at the Ministry of Digital Transformation of Ukraine. “This cannot be achieved without training and skills improvement. I’m grateful to the experts for sharing their experience, and to the partners for their support.”

“Barrier-free accessibility is an established standard that must be implemented in all spheres of human life,” said Tetiana Lomakina, Advisor and Presidential Commissioner for a Barrier-Free Environment. “It is extremely important in the field of public services, as people come to ASCs (Administrative Service Centres) to meet their critical needs. In order for everyone to be able to do this quickly and conveniently, we must remove all barriers to this. This is a lengthy process that begins with studying the needs of people that obtain services from ASCs, then continuous training and skills improvement for employees.” 

Media Inquiries:

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