### Why Ukraine is One of the World’s Most Digital Countries
#### Introduction
In an age defined by digitalization, Ukraine has emerged as a leader in the global landscape of government services transitioning into digital spaces. This transformation augments the ease of access for citizens to essential services while streamlining governmental operations, an impressive feat especially in the midst of ongoing conflict. A shining example of this innovation is encapsulated in the Diia app—a platform that embodies Ukraine’s commitment to digitalization.
#### The Birth of Diia
The narrative begins with Oleksandr Bornyakov, Ukraine’s Deputy Minister of Digital Transformation, who, as the country faced Russia’s invasion on February 24, 2022, was tasked with moving government services online. His team initiated the development of Diia, which translates to “action” in Ukrainian, with a vision that citizens could access vital documents ranging from driving licenses to marriage certificates directly from their smartphones.
Initially launched in 2019 with the support of a few services such as digital drivers’ licenses, the app gained significant usage during the COVID-19 pandemic. The addition of Covid certificates saw an influx of about two to three million new users. Now, Diia boasts an impressive array of 40 government services, including tax payments, vehicle registrations, and marriage applications, showcasing how technology can connect the government with citizens.
#### Rapid Growth Amidst Challenges
Despite the adversities of the war and the pandemic, Diia has not only survived but thrived. As of its latest count, the app has attracted around 22.7 million users, giving Ukraine a robust digital infrastructure that many countries strive to achieve. This surge in digital governmental interaction has put Ukraine on a par that arguably surpasses even countries traditionally noted for their digital government efforts, such as Estonia.
According to Bornyakov, “I haven’t seen anybody else doing better than us, except maybe Saudi Arabia,” attributing this success not just to user numbers, but to a comprehensive approach that integrates ease of access and efficiency.
#### Skilled Workforce Driving Innovation
A vital component of Ukraine’s digital transformation is its highly skilled workforce. For two decades, Ukraine has been a go-to destination for IT outsourcing, offering a rich pool of around 300,000 software developers. These experts possess the know-how and creativity necessary to manage complex projects effectively, making the development of the Diia app both feasible and cost-efficient. Bornyakov mentioned that while Diia’s development required an estimated budget between five to ten million dollars, hiring similar talent elsewhere could cost five to ten times more, highlighting the economic advantage Ukraine holds.
#### Data Exchange Infrastructure
A critical aspect of Ukraine’s success has been its pre-existing data exchange infrastructure, akin to what is used in Estonia. This layer allows seamless data transference across government departments, simplifying the application process for various benefits. Users can apply for services without re-entering the same information, hence relieving the bureaucratic burden significantly. This flexibility allowed for the swift addition of services tailored to wartime necessities, such as assisting citizens in reporting damage to property due to the conflict.
#### War as a Catalyst for Change
Interestingly, the ongoing war has triggered a sense of urgency within the Ukrainian government to modernize quickly. David Eaves, an associate professor of digital government at University College London, notes, “When you are on a wartime footing, there’s a sense of urgency. The urgency of delivering the service becomes more important than rules that sometimes trip up bureaucracies.” This reality has spurred innovations and changes that may have otherwise faced slower implementation in peaceful contexts.
#### AI as the Future of Governance
Looking towards the future, Ukraine is investing in artificial intelligence systems that aim to transform governmental interactions, making the user experience even smoother. By utilizing AI, the intention is to guide citizens through processes more effectively, significantly redefining how governmental services operate. While AI ensures tremendous possibilities, experts like Prof Eaves advocate for caution, emphasizing the need for reliable data to ensure accuracy and effectiveness.
#### Conclusion
In conclusion, Ukraine’s digital progress amidst a backdrop of war and uncertainty reveals a country that leverages technology wisely to serve its citizens better. With a blend of a proactive workforce, innovative applications like Diia, and a readiness to adapt to challenges, Ukraine emerges as a notable player in the global digital landscape, paving the way for future governance that is efficient, inclusive, and user-friendly.
