Ukraineโs digital transformation has accelerated dramatically despite ongoing conflict, with the governmentโs digital services app, Diia, growing to 22.7 million users since its launch in 2019. As Russiaโs invasion began on February 24, 2022, Deputy Minister of Digital Transformation Oleksandr Bornyakov described the chaos he witnessed, yet this crisis spurred the continued evolution of digital governance.
De fondo
Launched in 2019, the Diia app serves as a hub for accessing over 40 government services, all from mobile devices. From issuing driverโs licenses to processing marriage certificates, the app was designed for convenience. It gained significant traction during the pandemic, incorporating COVID-19 certificates, which attracted an additional two to three million users.
Despite the war, Diia has maintained innovation and broadened its offerings, allowing users to access local voting for Eurovision, complete vehicle registrations, and even receive compensation claims for property damage caused by the conflict.
Significant Progress Despite Adversity
Professional insights highlight Ukraineโs digital services advancement, attributed in part to a robust pool of IT talent. Ukraine has emerged as a hub for IT outsourcing, boasting around 300,000 software developers skilled in handling complex projects for international clients. Bornyakov noted that developing Diia has cost between $5 and $10 million, significantly less than the same endeavour would require in the UK.
โThere are a lot of technical and experienced engineers who can do brilliant things,โ he affirmed, emphasising both the talent and affordability of Ukraineโs IT sector.
Official Responses and Expert Insights
David Eaves, an expert in digital government from University College London, pointed to foundational work predating the appโs construction. Ukraineโs prior establishment of a flexible data exchange system has enabled seamless data flow across government departments, facilitating the integration of Diia. This successful architecture allows users to access existing information, reducing redundancy during service requests.
โInstead of asking citizens for the same information repeatedly, you can simply request their permission to access it,โ Eaves explained, highlighting how this flexibility has enabled rapid adaptation amid wartime challenges. According to him, this has resulted in about 15 new services directly related to the ongoing conflict, including mechanisms for reporting troop movements.
War-Driven Modernization
The urgency brought about by the war has fostered an environment of rapid modernisation. โThereโs a sense of urgency. The importance of delivering services often surpasses bureaucratic hurdles,โ Eaves stated, identifying Ukraine as a leader in government digitisation alongside nations like Denmark.
Moreover, Bornyakov mentioned efforts to incorporate AI systems into future digital services, aiming to streamline user interactions. โWe want to redefine the approach to government services,โ he asserted, envisioning a future where AI guides users through various processes.
Addressing Future Challenges
While the potential for AI in public service is promising, experts urge caution. Eaves warns that effective AI requires reliable, high-quality data to function correctly. โAI is like having a Ferrari. You can do amazing things, but you need good roads. It is challenging to drive a Ferrari on a dirt road,โ he quipped, highlighting the need for robust infrastructure behind innovative technologies.
As Ukraine progresses towards reshaping its digital landscape in the face of adversity, the commitment to harnessing technology remains steady. By evolving its government services digitally, Ukraine sets an example of resilience and forward-thinking strategy during one of its most challenging periods in history.
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