How can the quality of services be improved, leadership strengthened, and effective teams built amid ongoing digital transformation? From 9 to 11 April, heads of Administrative Service Centres (ASC) in Vinnytsia oblast explored answers to these questions during the “Effective ASC Manager” training, organised by the Polaris Programme “Supporting Multilevel Governance in Ukraine.”
The event was supported by the Ministry of Digital Transformation of Ukraine and the Vinnytsia Oblast Military Administration.
Twenty leaders of ASCs from territorial hromadas across the oblast took part in the training. They not only gained new leadership, management, and communication skills but also had the opportunity to discuss the daily challenges they face in their work.
Opening the training, Maryna Bobranitska, Head of the Department for Systemic Development of Administrative Service Delivery at the Ministry of Digital Transformation of Ukraine, addressed the participants:
“The ‘Effective ASC Manager’ training is a strategic investment in the leadership potential of those who provide and improve digital public services for citizens every day. Through our partnership with the Polaris Programme, we have the opportunity to strengthen the capacity of our colleagues and the entire system of administrative service delivery, working together to build a modern, accessible, and citizen-oriented ecosystem. Your leadership, energy, and commitment are the driving force of change and the foundation of public trust in the state.”
Participants were also welcomed by Andrii Kavunets, Deputy Head of the Oblast Military Administration for Digital Development, Transformation, and Digitalisation (CDTO), who highlighted Vinnytsia Oblast’s achievements in administrative service provision:
“Vinnytsia oblast is among the national leaders in the number of ASCs and administrators. In terms of the number of services delivered, we are first in the country: over 1.6 million services provided in 2024 alone. This is the result of the daily work of ASC teams, especially their managers.”
The training was delivered by Polaris Programme expert Petro Makarenko and trainer Nadiia Medvid. Over 3 days, participants covered topics including strategic leadership, team and change management, time management, effective communication, as well as digitalisation tools and service quality improvement.
Focus on Leadership and Effectiveness
The first day of the training was dedicated to exploring current trends in administrative services, analysing the qualities of an ideal ASC manager, and creating a personal formula for success. Participants explored the concept of the ASC of the future and the role of management in its development.
Team Development and Time Management
The second day focused on enhancing personal effectiveness. Participants learned to plan their workday, explored strategic time management techniques, and analysed their productivity. Special attention was given to building strong ASC teams – focusing on roles, values, internal client systems, and working under conditions of change.
Communication, Innovation, and Change
On the third day, participants honed their skills in effective communication, emotional management, and conflict resolution. They also discussed innovative approaches to ASC management and explored algorithms for implementing change in a dynamic environment. The training concluded with a practical session on decision-making in management.
Polaris Programme expert Petro Makarenko noted:
“An ASC manager is not someone who fears change – they create it. During this training, we didn’t just offer tools – we inspired participants to think strategically, engage with their teams, and deliver results.”
“Laboratory of Change” as the Next Step
Following the in-person training, participants will continue their work through the “Change Laboratory” format, where they will implement practical solutions to improve ASC operations within their own hromadas. The final online session will take place on 29 April, where participants will present their results and key findings.
Thanks to the ongoing support of the Polaris Programme, ASC leaders are not only gaining knowledge but also practical tools that enable them to enhance local service delivery, implement innovations, and build an effective administrative services model in every hromada.
