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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)