Ukrainians’ satisfaction with government e-services on the rise, KIIS survey finds

The Ukrainian public’s level of satisfaction with the provision of government e-services has increased by 5% over the year, according to a survey initiated by UNDP and the Ministry of Digital Transformation.

January 27, 2025
a group of people walking on a city street
Photo: Andrii Krepkykh / UNDP in Ukraine

Kyiv, 27 January 2025 – The share of people who positively assess the provision of government e-services has increased by 5% over the year, according to the annual national survey by Kyiv International Institute of Sociology (KIIS) on the use of electronic services and the Internet by Ukrainians.

In 2024, some 84% of surveyed Ukrainians who used government e-services considered their experience to be rather or very positive. In 2023, the figure was 78.5%.

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.

Among the surveyed respondents, 52% said online e-services were the most convenient and effective way to receive government services. Almost a third, 31%, said it was convenient to use both online services and go to Administrative Services Centres (ASCs) – up from 29% in 2023. Another 11% said they preferred to go to ASCs rather than use online services.

Valeriia Koval, Deputy Director of the Department for the Electronic Services Development at the Ministry of Digital Transformation of Ukraine, said that since its establishment, the ministry has strived to create electronic services that will be convenient and accessible to all Ukrainians. “That is why, even after a service’s launch, we’re constantly working to simplify processes, and analyse people's feedback in order to improve the quality of the provision of electronic products,” Koval said. “The growing level of satisfaction of Ukrainians with state e-services indicates that our work to create convenient digital tools for them is yielding results.”

The survey showed that most Ukrainians (55%) now use government electronic services. In 2024, Ukrainians used an average of 2.5 electronic services during the year.

Among the most popular services are Diia services, which were used by 42% of respondents. Services related to personal transport (15%), obtaining information from registers (13%), pension provision (10%), as well as obtaining passports or other services from the State Migration Service (10%) were the most used.

However, the study found that the overall level of use of government services in 2024 had slightly decreased compared to the previous year, said Anton Hrushetskyi, Executive Director of KIIS. Among the possible reasons for this are that the relevant needs of citizens for some services are already satisfied, as certain services are provided only once or automatically. Another reason could be the “normalization” effect, causing a fall in use following a peak of interest.

The decline in the use of public services is systemic and is not focused on individual groups of people or services,” Hrushetskyi said. “At the same time, there is still a high level of use of public e-services, and citizens’ satisfaction with the provision of e-services has increased. Given these trends, the survey shows that e-services remain the most popular way of interacting with the state for Ukrainians.”

As in 2023, the most active users of public e-services in Ukraine in 2024 were younger men with higher levels of education and wealth, living in larger settlements.

Among the main reasons for not using public e-services during the year, Ukrainians named a lack of a need (67%), a lack of skills (44%), distrust of e-services (26%), unawareness that the service is available online (25%), and a lack of a device with an Internet connection (19%). The list of main reasons for not using e-services also remained unchanged on the previous year.

The survey also revealed the level of Internet use in Ukraine. In 2024, 78% of Ukrainians used the Internet regularly. Another 12% used it irregularly (2-3 hours or less per week). Some 10% of respondents said they did not use the Internet at all.

The indicators are also very similar to the previous year’s, with the differences being within the margin of statistical error (80% of regular Internet users in 2023, 11% irregular, and 10% non-users). This indicates a stabilisation of Internet use among citizens after a noticeable increase in the level of use in 2021-2023, Hrushetskyi added.

Older people in Ukraine use the Internet the least: 48% do so daily, while 31% do not use it at all. At the same time, the rate of daily Internet use among respondents under the age of 30 is 94%.

The study provides a deeper understanding of citizens’ needs, satisfaction and barriers they face when accessing government e-services,” said Olena Ursu, UNDP in Ukraine’s Democratic Governance Team Leader. “UNDP has consistently supported the government in advancing digitalisation in Ukraine. Over the past four years, we have helped develop 51 e-services that Ukrainians have used nearly 38 million times. In order to create effective digital tools that all citizens can use, it’s important to understand the needs and challenges that users face. This study and the results obtained will enable adjusting policies and actions in the digitalisation area to further simplify Ukrainians’ access to e-services.”

The nationwide survey was conducted in September-October 2024 using 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 2,019 interviews were conducted.

This is the fifth time that the study on the use of electronic services and the Internet in Ukraine has been conducted. Previously, KIIS organised similar surveys commissioned by UNDP in 202320222021 and 2020.

Media inquiries

Yuliia Samus, UNDP Ukraine Communications Team Leader, yuliia.samus@undp.org