Ukraine: A Leader in Digital Government Despite Adversity

The Diia app, which translates to 'action' in Ukrainian, represents a significant leap forward in digital governance. Launched in 2019, the app was designed to bring government services directly to the fingertips of Ukrainian citizens. From driver's licenses to marriage certificates, the app has expanded its offerings substantially over the years. The pandemic played a pivotal role in accelerating its adoption; the inclusion of COVID-19 certificates attracted millions more users, underscoring the app's utility and versatility.

Despite the ongoing war with Russia, the Diia app continues to grow. It now supports 40 government services and provides access to 30 essential documents. This includes a unique feature where citizens can participate in selecting national representatives for Eurovision. The app also serves as a platform for wartime needs, allowing users to apply for compensation for damaged property and report enemy troop locations. Such innovations highlight Ukraine's resilience and adaptability in times of crisis.

Ukraine's success in digital governance can be attributed to a robust workforce of skilled software developers. With a long history as an outsourcing hub, Ukraine boasts a pool of 300,000 developers experienced in handling complex IT projects. This expertise has enabled the development of the Diia app at a fraction of the cost compared to other countries. The strategic use of existing data exchange frameworks, similar to those in Estonia, has also been instrumental in the app's development.

Experts like David Eaves, a professor of digital government, highlight the foundational work that set the stage for Diia's success. The ability to seamlessly transfer data between government departments without redundant data entry has streamlined processes and reduced administrative burdens. This approach not only saves time but also enables the government to quickly introduce new services, such as those tailored for wartime conditions.

Looking to the future, Ukraine is exploring the integration of artificial intelligence to further enhance government services. Deputy Minister Bornyakov envisions AI assisting users in navigating complex procedures, making interactions more intuitive and efficient. However, experts caution that reliable data and careful implementation are crucial to harness AI's full potential. As Ukraine continues to innovate, the world watches closely, taking notes on how digital governance can thrive even in challenging circumstances.