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 2021 ADMINISTRATIVE SERVICE CENTRES AS ONE-STOP-SHOPS FOR ACCESSIBLE U-LEAD VISUAL 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. 2021 ESTABLISHMENT AND MODERNISATION OF ASCs TO PROVIDE GOOD QUALITY SERVICES U-LEAD VISUAL 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 2021 ASCs WILL BE ESTABLISHED IN ALL UKRAINIAN HROMADAS U-LEAD VISUAL 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 2021 INSTITUTIONAL AND METHODOLOGICAL SUPPORT FOR ASCs IN HROMADAS MAKING KNOWLEDGE U-LEAD VISUAL 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 2021 THE PROGRAMME’S HELP DESK FOR ASCs PROVIDING INDIVIDUAL SUPPORT TO ANY U-LEAD VISUAL 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.