In a world increasingly reliant on technology, Ukraine stands out as one of the most digital countries globally. The transformation began in 2019, spearheaded by Oleksandr Bornyakov, the Deputy Minister of Digital Transformation. He introduced the Diia application, which translates to “Action” in English, designed to streamline access to government services for citizens through their mobile devices. Initially starting with the digitalization of driving licenses, much has changed since then, especially as the COVID-19 pandemic prompted the integration of health-related services, bringing millions on board the digital platform.
The day before Russia’s full-scale invasion of Ukraine on February 24, 2022, Bornyakov found himself navigating a chaotic scene in Kyiv, filled with gunfire and burning vehicles as he was instructed to move west for safety. Despite these dire circumstances, the Ukrainian government’s push for digital transformation continued unabated, underscoring how vital these services had become. The Diia app has evolved to host over 40 government services, ranging from tax payments to marriage applications, and boasts a user base of 22.7 million.
One unique feature that makes Diia particularly engaging is its capacity for citizens to participate in national events, such as voting for Eurovision representatives. This interactivity has contributed to a culture of engagement among users, enriching the government’s digital offerings. Today, users can complete various tasks, such as registering vehicles and accessing critical documents like marriage certificates—all from their phones.
Bornyakov passionately asserts that this digital revolution positions Ukraine ahead of nations known for their technological advancements like Estonia. “I haven’t seen anybody else doing better than us, except maybe Saudi Arabia,” he states, highlighting the app’s convenience and user-friendly approach. According to David Eaves, an associate professor at University College London specializing in digital government, Ukraine’s success has roots in groundwork laid prior to creating the Diia app. This included establishing a seamless data exchange system facilitating the effortless flow of information between government agencies. It illustrates how pre-existing infrastructure can significantly expedite the process of digital service delivery.
Despite the ongoing war, Ukraine has continued to innovate, introducing around 15 additional services tailored to the needs arising from conflict. Users can now apply for compensation for property damage or report military troop positions through the Diia app, highlighting its adaptability in times of crisis.
Experts believe that the workforce is another crucial component of Ukraine’s ability to maintain this digital momentum. With a burgeoning pool of around 300,000 skilled software developers, many of whom have worked on international projects, Ukraine has a rich talent base proficient in technology. Hiring software developers in Ukraine is considerably more economical than in western nations, leading to cost-effective expenditures on initiatives like Diia, which cost around five to ten million dollars to develop.
As Ukraine looks toward the future, Bornyakov expresses aspirations to integrate artificial intelligence capabilities into their digital services, designed to guide users through various processes smoothly. However, experts like Professor Eaves caution that any AI implementation needs a robust data infrastructure to be effective. He likens AI to a powerful vehicle—capable of extraordinary tasks but dependent on well-maintained roads for optimal performance.
In conclusion, Ukraine’s digital transformation through the Diia app exemplifies what is achievable when innovation and necessity converge. By leveraging technology amidst challenges, including a global pandemic and ongoing warfare, Ukraine not only serves its citizens effectively but also sets a global standard for digital government services. The future anticipates further innovations, including AI systems that promise to redefine the interaction between citizens and government services.
