VISUAL REPORT U-LEAD with Europe Programme's Support 2020-2021 to Improved Administrative Service Delivery Dear partners and friends,

It is time to summarise almost five years of support to improved administrative services delivery in Ukraine within the U-LEAD with Europe Programme.

Since 2016, we have supported the newly established hromadas in their great path of change and transformation. During this period Ukraine has launched an irreversible decentralisation. The Government, the Parliament and the new local self-governments have made remarkable achievements, devotedly supported by the international community. We are proud to have contributed to the achievements, supporting and emphasising the basic principles of decentralisation reform: bringing services closer to people and strengthening the capacity of the new local self-governments – the Ukrainian hromadas.

As a result of our partnership with hromadas across Ukraine, 1 300 access points to services will be established. This number include the main Administrative Service Centres (ASCs) and their territorial units, remote workplaces, and mobile offices.

More than 11 000 employees of ASCs and local self-governments have passed an advanced training programme; the Programme’s experts have developed and tested a methodological support package for local self-governments to use for the establishment of Administrative Service Centres that are free from any discrimination and accessible to every Ukrainian woman or man, boy or girl.

U-LEAD with Europe has also developed IT systems that will optimise the delivery of public services and the work in ASCs: Trembita and Vulyk. Those systems are officially delivered to and managed by the Government of Ukraine.

Our achievements became possible thanks to great teamwork with a high level of trust and mutual support. I want to thank all our SUSANNA DELLANS partners for your devotion, enthusiasm, and hard work with the aim to provide residents and businesses with the necessary services and consultations close to their homes or places of business. SIDA PROGRAMME DIRECTOR OF U-LEAD WITH EUROPE U-LEAD with Europe will continue supporting decentralisation in Ukraine, but this chapter of direct support to 484 partner hromadas is now coming to an end.

I wish for the Ukrainian hromadas that you will continue your positive development. Be certain that you are on the right path, improving the quality of life for your residents. On behalf of the European Union, the U-LEAD with Europe Programme, and on behalf of our great team, I thank you for the effective partnership!

02 03 ADMINISTRATIVE SERVICE CENTRES AS ONE-STOP-SHOPS 20 CASE STUDY. PARTICIPATION OF U-LEAD EXPERTS IN DRAFTING THE FOR ACCESSIBLE QUALITY SERVICES LAW NO. 943 ON THE ASC NETWORK

05 EESTABLISHMENT AND MODERNISATION OF ASCs TO PROVIDE 21 COVID-19 PANDEMIC CHALLENGES GOOD QUALITY SERVICES FOR EVERYONE HOW TO ADAPT TO AND OVERCOME THE CRISIS

07 ASCs WILL BE ESTABLISHED IN ALL UKRAINIAN 23 TREMBITA – MAKING DATA RUN, HROMADAS BY 2024 NOT PEOPLE

09 INSTITUTIONAL AND METHODOLOGICAL SUPPORT FOR ASCs IN 25 VULYK – AUTOMATION OF ASC WORK AS THE HROMADAS MAKING KNOWLEDGE ACCESSIBLE TO ALL KEY TO SUSTAINABLE SERVICE PROVISION

11 CASE STUDY. 27 THE ASC AS AN INCLUSIVE SPACE FOR EVERYONE TESTING THE PROGRAMME ANTI-CORRUPTION METHODOLOGY INTEGRATION OF GENDER SENSITIVITY

12 THE PROGRAMME’S HELP DESK FOR ASCs 29 RENEWABLE ENERGY AND SUSTAINABLE DEVELOPMENT PROVIDING INDIVIDUAL SUPPORT TO ANY UKRAINIAN HROMADA ENERGY-EFFICIENT ASCs SAVE HROMADAS’ MONEY

14 CASE STUDY. 31 ANTI-CORRUPTION AND TRANSPARENCY CONTRIBUTE ASC TRANSFORMATION - FROM IDEA TO REALITY TO FINANCIALLY SUSTAINABLE HROMADAS

15 THE INTERNSHIP PROGRAMME 33 MOBILE ASCs RAPID INNOVATION AND EXPERIENCE SHARING BRINGING SERVICES TO REMOTE SETTLEMENTS

17 CASE STUDY. 35 CREATING PROPER PREMISES FOR ASCs AN INTERNSHIP EXPERIENCE NEW BUILDING OR RECONSTRUCTION?

18 POLICIES FOR MORE EFFICIENT SERVICE PROVISION 37 TEAM, EXPERTS AND PARTNERS BY SERVICE-ORIENTED HROMADAS

02 ADMINISTRATIVE SERVICE CENTRES AS ONE-STOP-SHOPS FOR ACCESSIBLE U-LEAD VISUAL 2021 REPORT QUALITY SERVICES

03 ADMINISTRATIVE SERVICE CENTRES AS ONE-STOP-SHOPS FOR ACCESSIBLE QUALITY SERVICES

1,300

1 AN OPEN AND TRANSPARENT SELECTION PROCESS Partner hromadas were selected in four rounds through open call. In total 929 applications were received from hromadas. 484 of those were selected as partners by the Programme’s experts and the Ministries for Regional Development, Digital Transformation, and Economic Development.

2 DEVELOPMENT OF THE TERMS OF REFERENCE FOR ASCs In dialogue with the partner hromadas, our experts assessed the needs for services, and developed individual ToRs for 484 hromadas. Each ToR is unique and describes how to establish a particular ASC. It determines the responsibilities and respective financial contributions for the Programme’s cooperation with the hromada.

3 IMPLEMENTATION OF THE SUPPORT The support to each partner hromada was implemented in accordance with the ToR, the Declaration of Intent, and an agreement with the Programme. The support included training, consultations, design of premises, furniture, IT-equipment, software (including the Vulyk Information System), an electronic queue management system, and in some cases, mobile ASCs.

4 HELP DESK SUPPORT The Programme’s Help Desk provided additional consultations to partner hromadas, and support to any Ukrainian hromada in the process of ASC establishment.

5 POLICY DEVELOPMENT 04 The Programme facilitated the development of new and improved legislation to support the development of ASCs. ESTABLISHMENT AND MODERNISATION OF ASCs TO PROVIDE GOOD QUALITY SERVICES U-LEAD VISUAL 2021 REPORT FOR EVERYONE

05 ESTABLISHMENT AND MODERNISATION OF ASCs TO PROVIDE GOOD QUALITY SERVICES FOR EVERYONE

PARTNERSHIP

18 27 22 18 AND RESULTS 19 20 21 18 17 11 17 4 29 30 21 33 18 11 27 9

25 16 applications for Programme's support received from hromadas 10 23

million residents received access to quality administrative service Number of ASCs 11,9 established with the Programme's support

efficient ASCs and 816 remote service access points were established or modernised, and 11 mobile units were delivered

were developed for the Ministry of Digital Transformation - to enable digitalisation of service delivery; the Trembita Interoperability System and the Vulyk Software for ASC Administrators

06 ASCs WILL BE ESTABLISHED IN ALL UKRAINIAN HROMADAS U-LEAD VISUAL 2021 REPORT BY 2024

07 ASCs WILL BE ESTABLISHED IN ALL UKRAINIAN HROMADAS BY 2024

THE PROGRAMME SUPPORTED THE MINISTRY OF DIGITAL TRANSFORMATION TO ESTABLISH ACCESSIBILITY CRITERIA FOR SERVICES DELIVERY IN THE UKRAINIAN HROMADAS. THIS RESULTED IN A DETAILED MAP OF SERVICES ACCESS POINTS FOR EACH OF UKRAINE’S 24 OBLASTS.

1 2

Based on this modelling, the Ministry of Digital Transformation develops a time schedule for establishment of ASCs and access points to administrative services in all hromadas.

The modelling is used by hromadas as a basis for planning remote access points.

Key minimum criteria for setting up access points were adopted by the Government; based on distance (up to 14 km) and time (up to 30 minutes) to reach a service access point.

AS A RESULT OF THE MODELLING, THE RESIDENTS’ ACCESS TO SERVICES IMPROVE, FOR INSTANCE IN VOLYN OBLASTS MODELLING OF THE NETWORK OF SERVICE ACCESS POINTS IN VOLYN OBLAST 98.4 % OF THE POPULATION WILL BE REACHED COMPARED MAP 1 – EXISTING SERVICE POINTS 08 TO 72 % PREVIOUSLY. MAP 2 – EXISTING AND MODELLED NEW SERVICE ACCESS POINTS INSTITUTIONAL AND METHODOLOGICAL SUPPORT FOR ASCs IN HROMADAS MAKING KNOWLEDGE U-LEAD VISUAL 2021 REPORT ACCESSIBLE TO ALL

09 INSTITUTIONAL AND METHODOLOGICAL SUPPORT

WE PROVIDED SUPPORT TO INSTITUTIONAL ESTABLISHMENT AND TRAINING FOR ASC STAFF, LOCAL GOVERNMENT REPRESENTATIVES, AND OTHER ACTORS INVOLVED IN THE DELIVERY OF ADMINISTRATIVE SERVICES.

KEY RESULTS

THREE ONLINE COURSES WERE DEVELOPED FOR ASC AND DAYS OF TRAINING FOR 10,400 PARTICIPANTS FROM PARTNER HROMADAS HROMADA STAFF 2445 HAVE BEEN CONDUCTED BASED ON THE FIVE-MODULE TRAINING COURSE DEVELOPED BY THE PROGRAMME

THE PROGRAMME CREATED AND MORE USERS HAVE RECEIVED CERTIFICATES OF COMPLETION OF THREE NEW MANUALS IN 2020-2021 1000 ONLINE COURSES SINCE MARCH 2021 Inter-municipal cooperation between territorial hromadas in the field of administrative services OPEN WEBINARS WERE HELD THE FOLLOWING How to establish ON GENDER MAINSTREAMING, KEY MANUALS an effective ASC How to create a AND THE IMPORTANCE OF WERE UPDATED corruption-free ASC AWARENESS RAISING AND CITIZENS’ ENGAGEMENT IN THE WORK OF PUBLIC The experience INSTITUTIONS. of physically The role of ASCs (Diya Centres) creating an ASC 10 in the use of e-services TESTING THE PROGRAMME RESULTS ANTI-CORRUPTION

THE ASC STAFF GAINED AWARENESS OF THEIR METHODOLOGY ROLE AND RESPONSIBILITY TO PREVENT AND REPORT CORRUPTION RISKS.

THEY FOUND THE RECOMMENDATIONS AND TOOLS IN THE MANUAL PRACTICAL AND USEFUL, AND WERE PARTICULARLY INTERESTED IN DEVELOPMENT AND IMPLEMENTATION OF THE PROGRAMME’S MANUAL HOW TO CREATE INTERNAL ANTI-CORRUPTION POLICIES. A CORRUPTION-FREE ASC, WHICH PROVIDES TOOLS AND RECOMMENDATIONS ON HOW THE PARTICIPANTS FOUND THE TEST GAME VERY TO PREVENT AND TACKLE CORRUPTION AT USEFUL, IN WHICH THEY CAN ASSESS LOCAL LEVEL, WAS TESTED IN PRACTICE CORRUPTION RISKS IN THE ESTABLISHMENT AND WITH PARTNER HROMADAS. OPERATION OF AN ASC.

THERE IS GENERAL SUPPORT OF EFFORTS TO PREVENT CORRUPTION IN PUBLIC INSTITUTIONS, TO PROMOTE PUBLIC AWARENESS OF CORRUPTION RISKS AND COUNTER MEASURES AT LOCAL LEVEL.

Five hromadas in five Oblasts with various ASC models were selected for the field test, and managers and staff could assess their ASCs together with the Programme’s experts and discussed and decided on which tools to use to prevent corruption. 11 THE PROGRAMME’S HELP DESK FOR ASCs PROVIDING INDIVIDUAL SUPPORT TO ANY U-LEAD VISUAL 2021 REPORT UKRAINIAN HROMADA

12 HELP DESK FOR ASCs

OUR HELP DESK FOR ASCs WAS LAUNCHED IN APRIL 2020 TO PROVIDE ADDITIONAL EXPERT SUPPORT TO ANY UKRAINIAN HROMADA ON HOW TO ESTABLISH AND MODERNISE ASCs.

IN 2021-2021 THE SUPPORT FOCUSED ON THE TRANSFORMATION OS THE ASCs OF FORMER RAYON STATE ADMINISTRATIONS INTO HROMADA ASCs. MAINTAINING ACCESS TO ADMINISTRATIVE SERVICES FOR RESIDENTS OF NEWLY ESTABLISHED HROMADAS WAS ONE OF THE KEY CHALLENGES IN 2020.

OTHER KEY AREAS FOR EXPERT ASSISTANCE INCLUDED ANALYSIS OF CITIZEN’S ACCESS TO SERVICES, AND ADVICE ON MODELS FOR ORGANISATION AND INTEGRATION OF SERVICES.

hromadas in 24 Oblasts received former Rayon Centre ASCs received 5.5 million 223 individual consultations on establishment 112 expert recommendations on how to million residents populate the 223 or modernisation of ASCs. smoothly transit to being hromada ASCs hromadas that received support from and retain their experienced staff. the Programme’s Helpdesk.

The handbook “ASC Establishment Roadmap” provides a step-by-step process for establishment for an ASC, including templates of the required documents.

13 ASC TRANSFORMATION - FROM IDEA TO REALITY

Mena Hromada in Chernihiv Oblast applied three times for U-LEAD’s support to establishment of an ASC but was not selected as a partner as they could not provide proper premises for the ASC. Administrative services in this hromada were provided in different offices and even by different institutions.

ALMOST 27,000 RESIDENTS OF MENA HROMADA RECEIVED ONE-STOP-SHOP ACCESS TO 146 SERVICES CLOSE TO THEIR HOMES. TWO REMOTE SERVICE ACCESS POINTS WERE ESTABLISHED, AND 20 STAROSTAS NOW PROVIDE In April 2020, Mena hromada requested After all ASC establishment procedures SERVICES IN REMOTE AREAS. THE support from the Help desk for both the were completed, the hromada again applied HROMADA PLANS TO EXPAND THE institutional and the physical establishment for Help Desk support to integrate even of an ASC. With expert guidance, the more services and develop an optimal ASC PREMISES AND INTEGRATE EVEN hromada transformed the former Rayon model for territorial units and remote service MORE SERVICES. ASC into a hromada ASC. Within six access points. months the ASC had an approved organisational structure, had recruited staff, integrated 80 different services, and started renovating the ASC premises.

14 THE INTERNSHIP PROGRAMME RAPID INNOVATION AND EXPERIENCE U-LEAD VISUAL 2021 REPORT SHARING

15 THE INTERNSHIP PROGRAMME

The Internship Programme was available to ASC staff with different levels of knowledge and professional training. During a one-week internship, they visited and worked in an ASC in another hromada, to learn about new approaches to service provision.

1 30 ASC STAFF MEMBERS COMPLETED INTERNSHIPS, WHILE COMPLYING WITH COVID-19 PANDEMIC PRECAUTIONS.

2 INTERNS WORKED IN HOST ASCs ACCORDING TO AGREED INDIVIDUAL WORK PLANS. THEY ALSO VISITED VARIOUS LOCAL AUTHORITY INSTITUTIONS, AND MET WITH HROMADA LEADERS.

3 INTERNS EXPERIENCED THE PRACTICAL BENEFITS OF ‘OPEN SPACE’ SERVICE DELIVERY, AND THE IMPORTANCE OF BARRIER-FREE ACCESS FOR ALL RESIDENTS.

UPON RETURNING TO THEIR HROMADAS, INTERNS IMPLEMENTED LESSONS LEARNED AND BEST 4 PRACTICES EXPERIENCED AT HOST ASCs.

How to Organise an Internship for 360 Degrees Learning – Graphic guidelines for a comprehensive ASC Staff - A handbook on peer approach to training and learning learning for ASCs

16 AN INTERNSHIP EXPERIENCE

Yurii Halakh, Head of the ASC of Chervonohrad Hromada in Lviv Oblast, interned at the ASC of Bilhorod Dnistrovskyi Hromada in Odesa Oblast.

AS A RESULT OF HIS INTERNSHIP, YURII NEGOTIATED THE INTEGRATION OF THE FOLLOWING PRACTICES IN HIS ASC WITH THE HROMADA LEADERSHIP:

PROVIDING ACCESS TO THE HROMADAS REGISTRY GENDER ANALYSIS AND MAINSTREAMING. THE COUNCIL TO OTHER INSTITUTIONS TO SPEED UP DECISION AGREED TO A GENDER-ORIENTED APPROACH TO THE WORK MAKING AND ENABLE RESOLUTION OF ISSUES WITHOUT OF THE ASC. SEEKING ADDITIONAL INFORMATION FROM CITIZENS.

INCREASING CITIZENS’ AWARENESS AND ENGAGEMENT IN THE WORK OF THE ASC, INCLUDING INVOLVING RESIDENTS IN MAKING DECISIONS CONCERNING THE WORK OF THE HROMADA. YURII UNDERSTOOD THE IMPORTANCE OF PUBLIC PARTICIPATION, AND PLANNED TOURS OF THE ASC FOR VARIOUS GROUPS OF RESIDENTS, TO SHOW THEM THE BENEFITS OF ITS NEW APPROACH 17 TO SERVICE PROVISION. POLICIES FOR MORE EFFICIENT SERVICE PROVISION BY SERVICE-ORIENTED U-LEAD VISUAL 2021 REPORT HROMADAS

18 POLICIES FOR MORE EFFICIENT SERVICE PROVISION BY SERVICE-ORIENTED HROMADAS

We developed policy documents We analysed the legislation that and advocated initiatives to regulates administrative service improve residents' access to provision and developed proposals services in hromadas. for how to improve the legislation.

THE FINAL CONFERENCE ON 1 Law No. 943 was adopted. It supports the U-LEAD Programme’s approach and proposals for organisation of ADMINISTRATIVE SERVICES appropriate access to services in hromadas. PROVISION 2020-2021 INVOLVED OVER 300 PARTICIPANTS. AS A 2 Draft Law No. 4380 on Administrative Fees was registered in the Parliament. It will ensure transparency RESULT OF THE CONFERENCE around the fees for administrative services that are paid by the citizens, and transparency around the hromadas’ AN AGENDA WAS SET FOR revenues to fund sustainable operation of their ASCs. DEVELOPMENT OF ADMINSITRATIVE SERVICE IN UKRAINE IN 2021. 3 40 % of the strategic proposals presented in the U-LEAD’s White Book on policy for administrative services have been implemented in 2020, and another 35 % of the were registered as legislative acts in the Parliament.

White Book, Proposals on certain Proposals for the Fees for Administrative Quarantine exit second edition areas of state policy integration of tax Services, Sustainability of strategies for ASCs (April 2021) on digital transforma- services in ASCs ASCs and Quality of Services, tion of administrative which proposes national service delivery and policies in these areas ASCs 19 PARTICIPATION OF U-LEAD EXPERTS IN DRAFTING THE LAW NO. 943 ON THE ASC NETWORK

THE MAIN PROGRAMME PROPOSALS INCLUDED IN THE NEW LAW ARE: After extensive eld work with over 500 hromadas, open discussions and meetings with Ukrainian institutions and stakeholders, the Programme has gathered vast understanding of the practical challenges that service 1 ASC OFFICIALS ARE SERVICE providers and local self-governments face when establishing ASCs. Based on this experience, the Programme PROVIDERS, AND MEDIATE has compiled its recommendations in the White Book, which laid the basis for Law No. 943 (Draft Law 2679). BETWEEN DIFFERENT AUTHORITIES PROVIDING Active communication with the Ministry of Digital Transformation and the Verkhovna Rada Committee ensured SERVICES that our proposals were included in Draft Law No. 2679 of December 2019. 2 A FLEXIBLE APPROACH TO After an open discussion initiated by the Programme with THE ORGANISATION OF all relevant stakeholders, the draft law was nalised by the THE LEGISLATIVE PROCESS TOOK OVER TWO ASC WORK Verkhovna Rada Committee, adopted, and signed by the YEARS, BUT ALL HROMADAS IN UKRAINE President. WILL BENEFIT FROM THE ADOPTED CHANGES 3 AN ASC IN EACH HROMADA FOR MANY YEARS TO COME, AND EVERY Following the promulgation of Law No. 943, the Programme HROMADA CAN NOW CREATE AN 4 REPLACEMENT OF RAYON has actively worked to raise awareness, explain the changes APPROPRIATE SYSTEM OF ADMINISTRATIVE ASCs WITH HROMADA ASCs. SERVICE PROVISION FOR ITS RESIDENTS. 20 and implement the law. COVID-19 PANDEMIC CHALLENGES HOW TO ADAPT TO AND OVERCOME U-LEAD VISUAL 2021 REPORT THE CRISIS

21 COVID-19 PANDEMIC CHALLENGES - HOW TO ADAPT TO AND OVERCOME THE CRISIS

IN RESPONSE TO THE COVID-19 PANDEMIC, THE PROGRAMME PROVIDED MOST OF ITS ACTIVITIES AND SUPPORT ONLINE FROM MARCH 2020. NEW METHODS OF EXPERT ASSISTANCE WERE DEVELOPED, SUPPORT WAS PROVIDED IN LINE WITH QUARANTINE RESTRICTIONS, AND MEASURES FOR SAFE PROVISION OF SERVICES IN ASCs WERE PROMOTED.

21 травня 2020 року

A special website section with expert advice for ASC 484 social distancing kits were developed and employers was launched and accompanied by an distributed to all partner hromadas. The kits З КАРАНТИНУ ДЛЯ online conference on ASC exit strategies from quarantine, include personal protective screens for ASC staff, ЦНАП which engaged more than 360 participants. large screens for reception desks, branded stickers to indicate safe distances, etc.

Our five-module training Programme was adapted and provided online. A variety of multimedia content was developed. Video discussions of the ASC work in the context of a quarantine were facilitated with the Heads of ASCs, Oblasts and the Government with over 11,500 views and 2 500 participants. Five episodes of the talk show U-LEAD: Making services more accessible were produced and has had 29,000 views. 22 TREMBITA – MAKING DATA RUN, NOT PEOPLE U-LEAD VISUAL 2021 REPORT

23 TREMBITA

Programme experts helped government institutions to connect their electronic registers and information systems through the Trembita THE COMPREHENSIVE eBABY THE ID-14 SERVICE, WHICH ENABLES System. The Programme also trained SERVICE, BASED ON THE TEENAGERS TO GET THEIR IDENTITY government IT specialists to use the system, TREMBITA SYSTEM, WHICH DOCUMENT, PASSPORT AND TAX and promoted its use as a basis for digital PROVIDES NINE SERVICES RELATED NUMBER AT THE SAME TIME, WAS transformation in Ukraine. TO THE BIRTH OF A CHILD, WAS LAUNCHED IN MAY 2020. THE TREMBITA LAUNCHED IN JANUARY 2020. SYSTEM FACILITATES THIS BY CONNECTING THE ELECTRONIC THE TREMBITA SYSTEM MADE REGISTERS OF THE STATE TAX AND THE TAXPAYER IDENTIFICATION MIGRATION SERVICES. NUMBERS AVAILABLE DIGITALLY VIA THE DIYA APP. THIS NUMBER MORE THAN 80 AUTHORITIES HAVE IS NEEDED TO APPLY FOR VARIOUS SIGNED AGREEMENTS TO CONNECT TO GOVERNMENT SERVICES. THE TREMBITA SYSTEM AND 43 STATE ELECTRONIC REGISTERS OR TREMBITA ALLOWS CHANGE INFORMATION SYSTEMS HAVE BEEN OF RESIDENCE REGISTRATION CONNECTED. ONLINE, WHICH IS ONE OF THE MOST POPULAR PUBLIC SERVICES. OVER 180 ELECTRONIC INTERACTIONS BETWEEN GOVERNMENT ELECTRONIC REGISTERS AND INFORMATION SYSTEMS The EGOV4UKRAINE project, which is part HAVE BEEN ESTABLISHED, AND SERVE AS of U-LEAD, completed the work on Trembita THE BASIS FOR E-SERVICES DEVELOPMENT. deployment on 28 February 2021.

24 VULYK - AUTOMATION OF ASC WORK AS THE KEY TO SUSTAINABLE U-LEAD VISUAL 2021 REPORT SERVICE PROVISION

25 VULYK

KEY ACHIEVEMENTS

Interaction of the ASCs with Vulyk and with the Diya App was established.

An online application for connection The EGOV4UKRAINE Project continued connecting ASCs to Vulyk was created. to the Vulyk Information System, in consultation with ASC staff. The system’s functionalities were updated, and the project conducted regular training for ASC administrators and Vulyk integrators.

BY JUNE 2021, AS OF JUNE 2021, MORE THAN 350 ASCs MORE THAN 3000 ASC AN ONLINE WERE USING VULYK ADMINISTRATORS PLATFORM AND AND SYSTEM INTEGRATORS FOR LEARNING HOW TO USE MORE THAN RECEIVED TRAINING VULYK WAS CREATED. IT ORGANISED BY THE CONTAINS VIDEOS, INSTRUCTIONS 110 000 EGOV4UKRAINE PROJECT AND PRESENTATIONS APPLICATIONS WERE (SEE WWW.INFO.VULYK.GOV.UA) 26 PROCESSED BY ASCs THE ASC AS AN INCLUSIVE SPACE FOR EVERYONE INTEGRATION OF GENDER SENSITIVITY U-LEAD VISUAL 2021 REPORT

27 INTEGRATION OF A GENDER APPROACH

85% OF STAFF IN ASCs AND MOST GOVERNMENT OFFICES We strive to ensure that people of any gender can receive administrative ARE WOMEN. services in ASCs that are free from discrimination and harassment. We work with hromadas to prove that the gender balance in a team improves efficiency HOWEVER, THE HIGHER POSITIONS IN HROMADAS ARE and affects economic development at all levels. The U-LEAD Programme MOSTLY HELD BY MEN. ONLY 17% OF PROGRAMME applies a human-centred approach when establishing ASCs, and our PARTNER HROMADAS ARE HEADED BY WOMEN. activities are aligned with the United Nations Sustainable Development Goal No. 11: Making communities and cities more inclusive, safe and sustainable for everyone.

MAIN ACHIEVEMENTS

ALL ASCs SUPPORTED BY THE ALL ASCs EMPLOYEES IN PARTNER A MANUAL ON GENDER MAINSTREAMING PROGRAMME ARE ACCESSIBLE HROMADAS PASSED THE TRAINING FOR ASCs WAS DEVELOPED AND PILOTED FOR PEOPLE WITH DISABILITIES ON GENDER MAINSTREAMING IN 7 HROMADAS ACROSS UKRAINE. AND VISITORS WITH CHILDREN. IN THE ASC DEVELOPED BY THE GENDER SENSITIVITY IS ALSO INTEGRATED THEY ARE EQUIPPED WITH RAMPS, PROGRAMME’S EXPERTS. IN THE ONLINE COURSES DEVELOPED ACCESSIBLE RESTROOMS, BY U-LEAD AND MINDIGITAL. CHANGING TABLES AND 28 CHILDREN’S CORNERS. RENEWABLE ENERGY AND SUSTAINABLE DEVELOPMENT ENERGY-EFFICIENT ASCs U-LEAD VISUAL 2021 REPORT SAVE HROMADAS’ MONEY

29 RENEWABLE ENERGY AND SUSTAINABLE DEVELOPMENT

OUR APPROACH

For us, sustainable development is a driving force for change, both for ASCs and service users. Sustainability MOST HROMADAS ARE STILL UNAWARE OF THE IMPORTANCE, creates long-term value for hromadas, and reduced BENEFITS AND AFFORDABILITY OF ENERGY-EFFICIENT TECHNOLOGIES. energy consumption results in significant savings over time. The three new ASC buildings constructed with ONLY 875 PUBLIC BUILDINGS IN UKRAINE PASSED THE ENERGY AUDIT U-LEAD’s support were built with eco-friendly materials AND RECEIVED A CERTIFICATE, AND ONLY 230 ACHIEVED CLASS A OR and energy-efficient technologies that comply with EU B STATUS. environmental standards.

1 Three new ASC buildings were constructed with energy-efficient technologies, in Mykolaivka Hromada Sumy Oblast, in Polonne Hromada Khmelnytskyi Oblast and in Novi Sanzhary Hromada Poltava Oblast. With affordable investment in energy-efficient technologies, the hromadas can reduce energy consumption by 40-50% without compromising comfort.

2 An Energy Efficiency Manual was developed for hromadas, containing best practice energy-efficiency measures used in Swedish and Ukrainian municipalities, and explaining in detail how to integrate these when designing and maintaining administrative buildings such as ASCs.

3 An online calculator developed by the Programme enables hromadas to calculate the energy efficiency level of an ASC (See www. tsnap.ulead.org.ua/energy). 30 ANTI-CORRUPTION AND TRANSPARENCY CONTRIBUTE TO FINANCIALLY SUSTAINABLE U-LEAD VISUAL 2021 REPORT HROMADAS

31 ANTI-CORRUPTION AND TRANSPARENCY CONTRIBUTE TO FINANCIALLY SUSTAINABLE HROMADAS

THE CHALLENGE

The financial sustainability of ASCs is a challenge. We worked with the Parliament, Government and the expert community to advocate Administrative service fees often do not even cover the adoption of a new Law on Administrative Service Fees. salaries of ASC staff, and have not been revised since 1993. When working with hromadas to establish an ASC, we oppose all form of corruption, Corrupt behaviour of both citizens and civil servants has been strive for tender competition on equal terms, and promote social responsibility. a long-standing challenge in the sphere of service provision. We select our contractors and consultants through open tender bidding processes. We dedicate significant resources to work on anti-corruption measures in order to exclude possibilities for the misuse of money and abuse of trust.

A TEST GAME, DEVELOPED BY THE PROGRAMME, ENABLES HROMADAS TO ASSESS CORRUPTION RISKS IN THE WORK OF AN ASC

AN ANTI-CORRUPTION MANUAL FOR ASCs WAS (SEE WWW. TSNAP.ULEAD.ORG.UA/TESTGAME/) DEVELOPED AND PRESENTED, WHICH COVERS THEORETICAL AND PRACTICAL ASPECTS OF TRANSPA- RENCY AND INTEGRITY. IT OUTLINES THE MOST COMMON CORRUPTION RISKS IN LOCAL GOVERNMENT PROGRAMME EXPERTS SUPPORTED THE DEVELOPMENT OF INSTITUTIONS, AND METHODS AND TOOLS TO MITIGATE DRAFT LAW NO. 4380 ON ADMINISTRATIVE SERVICE FEES, THEM. OVER 150 LOCAL GOVERNMENT REPRESENTATIVES WHICH PRESENTS A TRANSPARENT AND EFFECTIVE WAY TO TOOK PART IN AN ONLINE DISCUSSION ON HOW TO SET ADMINISTRATIVE SERVICE FEES. THIS DRAFT IS REGISTERED COMBAT CORRUPTION AT LOCAL LEVEL. AND AWAITS THE ATTENTION OF THE PARLIAMENTARY COMMITTEE.

32 MOBILE ASCs BRINGING SERVICES TO REMOTE SETTLEMENTS U-LEAD VISUAL 2021 REPORT

33 MOBILE ASCs

VOLYN CHERNIHIV RIVNE SUMY OLEVSK USTYLUH

ZHYTOMYR KYIV

LVIV SLAVUTA A MOBILE ASC IS A SPECIAL VEHICLE TERNOPIL POLTAVA KHARKIV KHMELNYT SKYI MARKIVKA EQUIPPED WITH TWO WORKSTATIONS CHERKASY VINNYTSIA FOR STAFF AND THREE SEATS FOR PIDVOLOCHYSK LUHANSK VISITORS. IT PROVIDES ONE-STOP- LOZOVA IVANO DUNAIVTSI FRANKIVSK KIROVOHRAD DNIPRO SHOP SERVICES TO THOSE WHO ZAKARPATTIA NEMYRIV CHERNIVTSI DONETSK CANNOT ACCESS SERVICES IN AN MOHYLIV MEZHOVA ASC OR ONLINE. PODILSKY

MYKOLAIV HULIAIPOLE

ODESA ZAPORIZHZHIA KHERSON

Mobile ASC

MOBILE ASCs ARE EQUIPPED WITH A RAMP FOR ACCESS, AIR CONDITIONING, VIDEO SURVEILLANCE, THE NECESSARY IT EQUIPMENT AND POS TERMINAL. THEY ALSO HAVE EQUIPMENT TO PROVIDE SERVICES IN PEOPLE’S HOMES. 34 CREATING PROPER PREMISES FOR ASCs NEW BUILDING OR U-LEAD VISUAL 2021 REPORT RECONSTRUCTION?

35 CREATING PROPER PREMISES FOR ASCs - NEW BUILDING OR RECONSTRUCTION? OUR APPROACH

It can be difficult to reconfigure old premises ASCs are key facilities where residents encounter their that have many small offices into an open- local authority, and they should be public spaces without space ASC, but if possible, it is worth the effort. physical and psychological barriers, where everyone feels welcome. An effective ASC must be accessible to people with disabilities, and those with children. ASCs can also become places for meeting with local authorities and other residents to discuss the development of the hromada.

FOUR ENERGY-EFFICIENT ASC BUILDINGS THE PROGRAMME’S EXPERIENCE HAS THE U-LEAD MANUAL ON IN 2020, THE MINISTRY OF WERE DEVELOPED FOR HROMADAS BY SHOWN THAT IN MOST CASES, IT IS PHYSICAL ESTABLISHMENT TERRITORIES AND U-LEAD. THE COMPLETE PROJECT EXPEDIENT TO USE EXISTING HROMADAS OF AN ASC PROMOTES A COMMUNITIES DOCUMENTATION FOR THE CONSTRUC- BUILDINGS FOR ASCs, AND TO CREATE NEW FORM OF PUBLIC DEVELOPMENT ADOPTED TION OF THESE ASCs WAS PROVIDED AN OPEN SPACE FOR CUSTOMER SERVICE CENTRE IN UKRAINE THE U-LEAD ACCESSIBILITY TO THE GOVERNMENT OF UKRAINE, AND SERVICE AND BARRIER-FREE ACCESS THAT IS SUSTAINABLE, STANDARDS FOR CAN BE USED BY ANY HROMADA TO FOR ALL VISITORS. 123 HROMADAS ERGONOMIC, ACCESSIBLE, ESTABLISHMENT AND CONSTRUCT THEIR OWN ASC (SEE RECONSTRUCTED OR BUILT ASC AND COMFORTABLE FOR MODERNISATION OF ASC WWW. TSNAP.ULEAD.ORG.UA/PROJECTS- PREMISES BASED ON THE DESIGN BOTH VISITORS AND STAFF. PREMISES (TESTED IN 2017- CNAP/). DEVELOPED BY U-LEAD. 2020).

36 TEAM U-LEAD VISUAL 2021 REPORT

37 TEAM

Sida is a government agency working on behalf of the Swedish parliament and SALAR is the Swedish Association of Local Authorities and Regions, which focuses on the development government, with the mission to reduce poverty in the world. of well-functioning local and regional self-governments all over the world.

Through its work in cooperation with others, the agency contributes to the implementation of Sweden’s Policy for Global Development (PGU).

The U-LEAD with Europe Programme is funded by the EU and its member states Denmark, Estonia, Germany, Poland, Slovenia and Sweden. ALEXANDER MAZURKIN ROMAN MATVIYCHUK OLEKSANDRA BAKLANOVA OLENA MOLODTSOVA Sida was delegated by the EU to implement the second objective of the U-LEAD BOGDAN BIDA MAXIM POLIAKOV Programme that focuses on improvement of administrative service delivery in LYUDMYLA CHERNYAHA SANNA ROSEN Ukraine’s hromadas. The work is carried with partners through delegated cooperation. OLGA GLAZUNOVA VASYL SEHIN SABINA GOLYK VIKTOR TYMOSCHUK OLGA KALINICHENKO VLADYSLAV TYNOK HALYNA LINDH VICTORIIA ZALOZNA PETRO MAKARENKO SOPHIE FYRK SUSANNA DELLANS

NIRAS is one of Scandinavia's leading consulting organisations and specialises in consulting and engineering services in the areas of construction, industry, agriculture, energy, environment, recycling, transport, and development cooperation.

ANASTASIIA YERMOSHENKO DENYS ILIYN YULIIA SMAGLYUKOVA OLENA ZAYTSEVA TETIANA BIELSKA MARGARYTA KAMASA NATALYA SYDORENKO SVYATOSLAV ZHLUKTENKO OLEH BILOUS IRYNA KOROLCHUK NATALIIA PARKHOMENKO VYACHESLAV ZUBENKO NATALIA DOMANSKA ANDRIY KORNIENKO NADIA PROKOPIV-STARCHEVSKA INNA ZVIAHINTSEVA GRYGORIY FEDAK KATERYNA KYSELOVA MILANA PAKHOMOVA OLENA GONCHAR TETIANA LEBUKHORSKA IVAN SHKURAT REGIONAL SPECIALISTS TEAM 38 EVGENIYA GULAKOVA LILIT MELIKSETYAN MARIA VASKIVSKA TRAINERS TEAM TEAMВНУТРІШНЯ СТРУКТУРА

MARI PEDAK YULIIA KHAVIKOVA DENYS PRYHARIN The Estonian e-Governance Academy (eGA) has implemented the EGOV4UKRAINE OLEG BURBA YURII KOPYTIN DMYTRO SAVRANCHUK project within U-LEAD with Europe. eGA is a non-profit think-tank and consultancy DMYTRO BULYKA NATALIIA MATIASH MYKOLA SAMAR organisation. YURIY GLADUN ANATOLII MARTSYNOVSKYI PAVLO SAMAR ANNA HLADUN OLGA PASICHNYK ANDREI SHAPOVALOV eGA can expertly empower central and local government decision-makers to lead IRYNA HROMOVA ANDRII PISKUN KIRIL SHYPACHOV digital transformation programmes and create smart, sustainable and effective e-government, e-democracy and cyber security solutions.

ANDRIY BILETSKYI MYKHAILO KORIUKALOV KATERYNA HAI OKSANA NESTERENKO EXPERTS AND PARTNERS DMYTRO KALMYKOV OLENA STAVYTSKA SVITLANA KISILIOVA TEAM OF LUTSK ASC

COLO-GISTICS LLC_KYIV_LOGISTICS SERVICES ALL UKRAINIAN ASSOСIATION OF TERRITORIAL HROMADAS DRIVE FORCE LLC_KYIV_PASSENGER TRANSPORTATION SERVICES ASSOCIATION OF CITIES OF UKRAINIAN ТRIS LLC_KYIV_TRANSLATION SERVICES NATIONAL AGENCY ON CORRUPTION PREVENTION TASK FORCE LLC_KYIV_TRANSLATION SERVICES NATIONAL AGENCY FOR PUBLIC SERVICE OF UKRAINE INPRAXI LLC_KYIV_LEGAL SERVICES NATIONAL ACADEMY FOR PUBLIC ADMINISTRATION LOBBY X_KYIV_RECRUITMENT SERVICES UNDER THE PRESIDENT OF UKRAINE VAITE LLC_KYIV_PRINTING SERVICES ANTI-CORRUPTION RESEARCH AND EDUCATION CENTRE (ACREC) DEMCH.CO_KYIV_WEBSITE SUPPORT YURIY VERES_KYIV_IT-SOLUTIONS NGO ALL-UKRAINIAN ASSOCIATION OF THE ADMINISTRATIVE SERHIY KHANDUSENKO_KYIV_PHOTO SERVICES CENTRES KVAD_PRODUCTION_KYIV_VIDEO ART-PROM LLC_DNIPRO_FURNITURE SUPPLIER STYLE-VIDEO_KYIV_ANIMATION ANTARIO MEBLI LLC_DNIPRO_FURNITURE SUPPLIER OLENA STARANCHUK_KYIV_DESIGN IT-SOLUTIONS LLC_KYIV_IT-EQUIPMENT SUPPLIER OLGA MALASHENKO, VLAD AFANASIEV, BOGDAN KRYZHANIVSKYI, ULYS SYSTEMS LLC_KYIV_IT-EQUIPMENT SUPPLIER DMYTRO MIHEEV_KYIV_ARCHITECTS SKLADNIEV OLEKSANDR PE_KYIV_SIGNS SUPPLIER MANUFACTURING-PRODUCTION FIRM «MANDARIN» LLC_KYIV_ CLAESSON KOIVISTO RUNE_STOCKHOLM_DESIGN AND ARCHITECTURE SIGNS SUPPLIER INZHGRUP LLC_KYIV_ENGINEERING SERVICES SERVUS SYSTEMS INTEGRATION LLC_KYIV_ELECTRONIC QUEUES NK BUD LLC_KYIV_CONSTRUCTION WORKS EQUIPMENT BOHART BUD LLC_DNIPRO_CONSTRUCTION WORKS SPLINE LLC_KYIV_MOBILE ASCS SUPPLIER 3942 SAHARA LLC_TERNOPIL_ENERGY-EFFICIENT SOLUTIONS ARENA - CONFERENCES AND SEMINARS_KYIV_EVENT SUPPORT VISUAL REPORT

THIS PUBLICATION HAS BEEN PRODUCED WITHIN THE FRAMEWORK OF THE MULTI-DONOR PROGRAM U-LEAD WITH EUROPE, FINANCED BY THE EUROPEAN UNION AND ITS MEMBER STATES – GERMANY, SWEDEN, POLAND, DENMARK, ESTONIA AND SLOVENIA.

THE CONTENTS OF THIS PUBLICATION DO NOT NECESSARILY REFLECT THE VIEWS OF THE MENTIONED DONORS OF U-LEAD WITH EUROPE.

ALL PHOTOS USED IN THIS REPORT ARE FROM U-LEAD ARCHIVES.

TSNAP.ULEAD.ORG.UA

EGOV4UKRAINE: EGA.EE/PROJECT/U_LEAD

2020-2021