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On 4 September, at the Veteran Hub space in Kyiv, the Swedish-Ukrainian Programme Polaris “Supporting Multilevel Governance in Ukraine” presented the recommendations “Inclusive Provision of Public Services: Recommendations for Administrative Services Centres (ASC) and Other Service Institutions.”

The document offers practical guidance to make public services more inclusive. Based on the experience of ASCs but with universal advice for other service institutions, it contains sensitive topics, the needs of specific groups, step-by-step recommendations, “dos and don’ts,” additional resources, and practical case studies.

In her opening remarks, Susanna Dellans, Head of the Polaris Programme team and SALAR International’s representative in Ukraine, emphasised that Sweden, through Polaris, will continue to support Ukraine in advancing human rights and equality-based approaches.

The recommendations cover 16 groups of the population about which ASC staff — institutions that serve as a model of a citizen-oriented service provider — most frequently turned to Polaris experts for advice. Experts also noted that these groups, though not exclusively, often face barriers when interacting with service institutions, including physical inaccessibility, risks of stigma and discrimination, excessive bureaucracy, or communication challenges.

The event brought together representatives of ASCs from across Ukraine, the Ministry of Digital Transformation of Ukraine, national associations of local self-government, international programmes, and civil society organisations.

Andrii Khodak, Head of the Citizenship and Political Rights Department at the Secretariat of the Ukrainian Parliament Commissioner for Human Rights, noted:

“In 2025 alone, we recorded around 1,500 reports of discrimination across various areas of public life. Some of these cases relate directly to access to public services — from territorial and architectural inaccessibility to the lack of digital adaptations and staff training. The most affected are vulnerable groups — people with disabilities, older people, internally displaced persons, and rural residents, whose access to services is often limited or poorly adapted.”

Kateryna Pechonchyk, Head of the ASC Network Development Department at the Ministry of Digital Transformation of Ukraine, added:

“ASCs act as a bridge between citizens and the state, so their accessibility is a key priority. Alongside physical accessibility, we must also ensure digital and informational accessibility so that everyone can receive quality services in a convenient way. This requires not only technical solutions but also continuous attention to the needs of diverse groups.”

Each chapter of the recommendations focuses on a specific group and includes:

• sensitive issues that may arise when applying for services;
• he key needs of these groups;
• clear recommendations for service providers;
• a list of actions to avoid;
• additional resources and case studies.

Yuliia Savelieva, gender expert of the Polaris Programme, highlighted that the recommendations were based on the lived experiences of vulnerable groups and the real challenges they face in accessing public services.

A key part of the event was the panel discussion “Inclusive Solutions in ASCs: Implementation Challenges and Future Perspectives,” which gathered representatives of government institutions, local ASCs, civil society, and international programmes. The discussion addressed human rights in service provision, state priorities for ASC development, the needs of veterans and people with PTSD, the importance of accessible communication for diverse groups, digital tools for inclusivity, and the role of international partners in supporting change.

From the practitioner’s perspective, Nataliia Shustyk, Deputy Head of the Rivne ASC, shared:

“For me, accessibility is first and foremost about people who welcome visitors. We strive to ensure that every person who comes to the Centre is heard and receives quality service. That’s why we organise training not only for our staff but also for different vulnerable groups — from older people to internally displaced persons.”

Olesia Yaskevych, Head of the NGO “Seeing with the Heart,” stressed:

“We can create the perfect barrier-free environment and build all the ramps in the world, but the human factor remains decisive — the staff who provide services. It’s not enough to complete a training by instructions. What matters is understanding and sensitivity in communication. If administrators don’t know how to talk to parents of children with autism or support someone in a difficult situation, all other knowledge and even the best infrastructure lose their value.”

Experts concluded that truly inclusive and barrier-free services can only be achieved when state policy, local-level practical solutions, and civic engagement come together.

Currently, the recommendations cover the following groups:

1. veterans;
2. undocumented people;
3. people with mental disabilities;
4. people with visual impairments;
5. people with hearing impairments;
6. people with limited literacy;
7. older people;
8. families of missing persons;
9. wheelchair users;
10. people with PTSD;
11. people who do not speak the state language;
12. people without limbs;
13. people returning from detention;
14. transgender and non-binary people;
15. adoptive parents, guardians, and caregivers;
16. families of fallen servicemen and servicewomen.

Andrii Zhuk, gender expert and human rights defender, summarised: “We cannot foresee every possible case, but we propose a mindset: if services address the needs of the most vulnerable, they will work for everyone.”

The Polaris team is grateful to Veteran Hub for hosting the presentation and discussions and invites all interested parties to share comments, practice-based examples, and suggestions for future editions. The list of groups is expected to expand, and the materials will be updated in response to new challenges.

The full text of the Recommendations is available here.