The “ambient accountability approach” was introduced in the Centre for Administrative Service Provision in

Novograd-Volynskiy municipality. Owing to the Project, the o�ce premises of the Centre were

additionally equipped in such a way to help people at the very place and time when they need it most to:

understand their rights and entitlements in the process of applying for services; monitor the performance of public o�cials and services; and determine who is

responsible, and o�er simple ways to take action, if things go wrong

«Mystery Shoppers» trained by the CSO «Samopomich» in L’viv municipality assessed the quality of administrative service provision by the territorial units of the city Centre

for Administrative Service Provision. Citizens’ recommendations on raising the quality of service

provision were handed over to the CASP’s management for implementation. During the following year, the working

group (consisting of the representatives of the city council and civic activists) monitored the integration of the

citizens’ recommendations into the everyday practice of service provision

«The Project allowed the development and testing of the methodology for ensuring public control of the quality of administrative service provision. During 2013-2014, this methodology was applied in order to assess the quality of CASPs’ operation in 17 districts and 9 cities of regional signi�cance in L’viv region. The accumulated experience can de�nitely be replicated for citizens’ assessment of the quality of any other public services in all regions of the country».

Vitaliy Zahaynyy, head of the Centre for Civic Initiatives cehrin.org.ua, L’viv municipality

«Last year, right after my youngest son was born, I applied for related services to our local centre for administrative service provision and was impressed by the changes that had taken place in the central o�ce. Right after entering the centre’s premises, you can see the visual schemes with the step-by-step procedures for applying for the services you might need; all the information cards are displayed, which is very convenient; you can address the administrators by name, as all of them now have badges with their names and positions. Leaving the centre, I ticked the box “satis�ed with the quality of services provided” on my visitor ticket and dropped it into the feedback box installed in the corridor».

Iryna Gudz’, citizen of Novograd-Volynskiy municipality

INNOVATIONS

The mobile application for smartphones and tablets «Mobile Ivano-Frankivsk» was created in

order to increase the accessibility of public services to the citizens of the municipality, strengthen the accountability of municipal o�cials, and provide local citizens with the opportunity to report any

corruption cases they might face. Now, citizens can apply for administrative services at home, check

the status of their application or send a petition to the municipality right from their mobile device

«Ever since our mobile application was published in the AppStore and Google Play, we observed an increase in the number of visitors at the centre for administrative service provision who actively use the application to �nd out the complete list of documents they need to prepare in order to apply for a certain service or to check the status of their application. In particular, it interests young people; it is very convenient when you can do it all by yourself».

Nadiya Prokopiv-Starchevska, Head of the Allowance Centre

in Ivano-Frankivsk

SMART PRACTICES FOR OVERSIGHT BY NON-STATE ACTORS ON ADMINISTRATIVE SERVICE PROVISION

The Project of the United Nations Development Programme and European Union

Ukraine

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PROJECT RESULTS PERIOD

BUDGET

PURPOSE

OBJECTIVES

PARTNERS

427.572 USD

2013 2015

15best practices for citizens’

engagement in the monitoring of administrative services

were collected, described and published, along with

guidelines and ready-to-use tools, for civil society

organisations

50Ukrainian civil society organisations

received knowledge and skills on innovative approaches for public oversight of administrative service provision,

as well as on the ways to establish an effective feedback loop between citizens

and local authorities/service providers

About 400 representatives of the Centres for Administrative

Service Provision obtained knowledge about important points of the administrative services

reform and innovative methodologies for citizens’ engagement in the monitoring of the quality

of its provision

16 small projects of public monitoring of

administrative service provision were implemented in 25 municipalities with the participation of 4000

citizens: i.e., in Chernivtsi, Ivano-Frankivsk, Cherkasy, Vinnytsya, Rivne, Dubno, Ostroh, Kuznetsovsk of Rivne region, Myrgorod Poltava region, Ukrayinka

Kyiv region, Donetsk, Snizhne Donetsk region, Lugansk, Alchevsk Lugansk region. The total cost of the small projects

was 78 000USD, including 45 000 USD

contributed by the Project

TO IMPROVE THE DELIVERY OF ADMINISTRATIVE SERVICES BY LOCAL AUTHORITIES THROUGH BETTER PUBLIC MONITORING AND CREATION OF EFFECTIVE FEEDBACK LOOP WITH THE CIVIL SOCIETY ORGANISATIONS

1.PROMOTE SMART

PRACTICES OF THE

PUBLIC MONITORING OF

ADMINISTRATIVE SERVICE

PROVISION

Committee of the Verkhovna Rada of Ukraine on State Construction, Regional Policy and Local Self-Government

Ministry of Economic Development and Trade of Ukraine

L’viv Regional State Administration

CSO “Samopomich” (2013-2014), CSO “Centre for Policy and Legal Reform“ (2015)

Local governments, civil society organisations

2.INCREASE TRANSPARENCY

AND ACCOUNTABILITY OF THE

LOCAL GOVERNMENTS THROUGH

INNOVATIVE MODELS FOR

CITIZENS’ ENGAGEMENT

3.FACILITATE FURTHER INTEGRATION

OF THE PUBLIC RECOMMENDATIONS

ON BETTER LOCAL SERVICE PROVISION

INTO THE NATIONAL POLICY

DOCUMENTS ON ADMINISTRATIVE

SERVICE PROVISION

100 largest municipalities in Ukraine were analyzed as regards their offering online services to their citizens in order to assess their

readiness to introduce a fully-fledged provision of administrative

services online

Over 2000 representatives of centres

for administrative service provision and civic activists learned about

the “Ideal Centre for Administrative Service Provision in Citizens’ Perception” – common public

recommendations on more convenient and effective service provision

through CASPs

Public recommendations on ways to raise the quality of administrative service provision were reflected in changes to the

legislation regulating the field of administrative services, by means of participation in the

Working Group of the Parliamentary Committee on State Construction, Regional Policy and

Local Self-Government as it prepared for second reading the draft law “On introducing

amendments to certain legislative acts of Ukraine in order to broaden the authority of the

bodies of local self-government and optimize administrative service provision”

7 Centres for Administrative Service Provision in cities improved their

information zones so as to raise public awareness of the administrative

procedures and regulations on service provision

In cooperation

with the Ministry of Economic Development and Trade of Ukraine: A comparative analysis of the integrated (through

CASPs) and institutionized service provision was conducted The approach to the maintenance of the State

Register of Administrative Services was improved The methodology for monitoring the quality of the

Centres for Administrative Service Provision was optimized The strategy for development of the Unified

State Portal for Administrative Services was elaborated

15information campaigns

on the administrative service provision by the one-stop-shop

centres (CASPs) were conducted in municipalities to strengthen citizens’

awareness about reform of the administrative services

The national sociological survey of the quality of administrative service provision in Ukraine in 2015 was conducted (over

2000 respondents surveyed) and the activities of CASPs in the 40 largest

cities of Ukraine were assessed (using the exit-poll method)