The level of satisfaction with digital services increased by 5% to 84% in 2024 compared to 78.5% in 2023. The most popular electronic services remain Diia, vehicle registration, and information from state registers.
A study by the Kyiv International Institute of Sociology (KIIS) recorded positive changes in Ukrainians’ assessment of electronic government services.
“Our task is to make sure that a pensioner can get a certificate without leaving home, that a young mother can register a child online, or that a military officer can quickly complete the necessary documents,” says Deputy Prime Minister Mykhailo Fedorov.
Digitalization trend
Most Ukrainians support the digitalization trend. Every second respondent prefers online services. At the same time, 31% of respondents combine electronic and traditional ways of receiving services, and 11% completely prefer the offline format.
Among the most popular government e-services, the Diia app and portal are leading by a wide margin, with 42% of respondents using them. Diia is followed by services related to personal transportation (15%) and services for obtaining information from registers (13%).
In 2024, the level of Internet use stabilized after growing in 2022-2023.
The study also revealed an unexpected trend in the use of digital services. While in 2023, 64% of respondents actively used them, this year this figure is 55%. Researchers suggest that the reason for this is the automation of processes and the reduction in the need for one-time services – even more processes are taking place without “manual” regulation.
Why they did not use the services
Among the respondents who did not use digital services, 67% indicated a lack of need for such services, 44% indicated a lack of necessary skills, and 26% expressed distrust in the online format.
As a result, despite a slight decrease in the level of activity, the overall satisfaction of Ukrainians with electronic government services remains high.
The analysis was presented by experts Valeriia Koval, Deputy Head of e-Services Development at the Ministry of Digital Transformation, Anton Hrushetskyi, Executive Director of KIIS, and Olena Ursu, Team Leader of the Democratic Governance Project at the United Nations Development Program (UNDP) in Ukraine.
The study was commissioned by UNDP in Ukraine with the support of Sweden as part of the Action Support Project and in partnership with the Ministry of Digital Transformation of Ukraine.
