Ukraine’s practices in implementing the administrative services doctrine

Abstract

The purpose of this study was to analyse Ukraine’s practices in implementing the doctrine of administrative services, which became the basis for a new model of interaction between the state and citizens. The study focused on the conceptual and practical aspects of the integration of administrative services at the level of territorial communities, with an emphasis on the role of decentralisation, which ensures great accessibility and quality of administrative services through the flexibility and efficiency of local self-government. The methodology of the study was based on the analysis of regulations, the study of successful practices of administrative service centres (ASCs), as well as a comparative approach, which helped to identify the advantages and challenges of the Ukrainian model in the context of international practices. The findings of the study demonstrated the success of integrated service delivery offices in communities. Integrated offices, specifically ASCs, provide quick access to basic services, while decentralisation has contributed to effective resource management at the state and local levels, enabling better adaptation of services to the needs of residents. The digitalisation of services improved service efficiency by minimising bureaucratic obstacles and reducing time spent. However, one of the key challenges is the uneven access to digital services, especially in rural communities and for the elderly. Furthermore, a lack of funding and overly centralised norms and standards create obstacles for local governments, limiting their autonomy and ability to respond quickly to community demands. At the same time, some aspects of outsourcing and competition are highly controversial due to the risks of commercialisation of public services. The findings of the study showed that Ukraine’s practices in reforming the administrative services sector contribute to the Europeanisation and humanisation of public administration and administrative law, strengthening its citizen-orientation. Certain aspects of these practices may be of interest to other countries.