**Ukraine’s Digital Revolution: How the Country Became a Leader in Government Services**
In the midst of war, Ukraine has been quietly transforming its government services into a digital powerhouse. The country’s Deputy Minister of Digital Transformation, Oleksandr Bornyakov, remembers the day Russia invaded Ukraine – February 24, 2022. He was ordered to drive hundreds of kilometers west and continue his work in a safer location. But despite the chaos, the Diia app continued to develop.
**A Beacon of Hope**
The Diia app was launched in 2019 with the aim of making government services accessible to citizens through their mobile phones. From driver’s licenses to marriage certificates, house deeds, and more, the app has evolved to host 40 government services, including tax payments, car registration, and marriage applications. The app also allows Ukrainians to make local selections for Eurovision via the app.
**A Digital First Approach**
The success of Diia can be attributed to Ukraine’s prior work in building a data exchange system, similar to that used by Estonia. This flexibility allowed the government to easily add new services and reduce administrative burdens. When applying for benefits, users don’t have to re-enter their address, place of birth, martial status, or income.
**War-Time Innovation**
The war with Russia has spurred Ukraine’s government to modernize. The urgency of delivering services has taken precedence over bureaucratic rules, allowing the country to add new services related to the conflict. For example, users could apply for compensation if their property was damaged or destroyed, and citizens could report the location of Russian troops through the app.
**A Leader in Digital Government**
According to David Eaves, associate professor of digital government at University College London, Ukraine is among the countries leading the effort to digitize government services. The country’s progress has put it ahead of Estonia, which is well-known for its digital government. With 22.7 million users, Diia has become a model for other countries.
**The Future of Government Services**
Ukraine is now developing AI systems that have the potential to make interactions with government smoother. Oleksandr Bornyakov sees AI guiding users through various steps to get what they want. However, Prof Eaves advises caution, highlighting the need for reliable data and well-designed user interfaces.
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