On 16 September 2025, the Polaris Programme Supporting Multilevel Governance in Ukraine held the Interregional Forum “Development of Administrative Services: from Community to Region” in Rivne. The event brought together representatives of government authorities, leaders of Administrative Services Centres (ASC) from across Ukraine, and experts in administrative service delivery.
During the forum, the results of a Polaris pilot initiative in Rivne and Mykolaiv oblasts were presented. This initiative focused on supporting the development of ASC networks at the regional level. The event also introduced a new e-service – “ASC Development Roadmap” – created by the Polaris Programme.
Welcoming remarks were delivered to more than 180 participants by Oleksandr Koval, Head of the Rivne Regional Military Administration; Maryna Bobranitska, Head of the Department for Systemic Development of Administrative Services at the Ministry of Digital Transformation of Ukraine; and Susanna Dellans, Team Leader of the Polaris Programme team and SALAR International Representative in Ukraine.
Roman Matviichuk, Polaris Programme Expert on Administrative Services, emphasised that the new tool provides practical support for ASC leaders:
“The ‘ASC Development Roadmap’ helps centre leaders assess the current state of their ASC and automatically receive recommendations for further development. The service highlights strengths and weaknesses, and after completing a questionnaire, users obtain a tailored roadmap that can serve as the basis for practical steps. Our goal is to ensure that every one of the more than 1,000 ASCs in Ukraine has access to this tool for growth and adaptation to citizens’ needs.”
Regional CDTOs from Rivne, Mykolaiv, and Dnipropetrovsk oblasts also shared their experience of developing administrative services.
Oleksandr Tereshchenko, Deputy Head of Rivne RMA for Digital Development, Transformations and Digitalisation (CDTO), noted:
“Between February and August 2025, in cooperation with the Rivne and Mykolaiv RMAs and in coordination with the Ministry of Digital Transformation, the Polaris Programme supported the development of a vision for ASC growth by preparing draft roadmaps, as well as assisted in creating a Model Regional Action Plan for supporting ASC development. Nine hromadas in Rivne oblast signed memoranda of cooperation – including four on creating new ASCs, four on strengthening existing ones, and one on introducing mobile service provision.”
Viacheslav Bazarenko, Deputy Head of the Mykolaiv RMA, presented Ukraine’s first regional-level digital assistant – the AI-based tool “Khvylka”:
“This is the first regional digital assistant in Ukraine, available 24/7. The tool includes an AI-powered knowledge base that provides a wide range of information – from the history of the oblast to the list of all available public services and ASC appointment scheduling.”
The forum programme also featured a panel discussion “Multilevel Governance in Administrative Services: Achievements, Challenges and Prospects”, a presentation of best ASC practices, and a World Café session on issues such as integrating services into ASCs, inclusiveness, human rights and gender equality, veteran support, ASC staff development, and balancing centralisation with decentralisation of services.
The Rivne forum reaffirmed that multi-level dialogue and cooperation are key to advancing administrative services and building modern, citizen-centred service delivery systems across Ukraine.
