From 26 to 28 March, the Polaris Programme, supported by the Ministry of Digital Transformation of Ukraine and the Poltava Oblast Military Administration, held a training session in Poltava titled “Skills of a Modern ASC Specialist.” The event brought together 30 representatives of Administrative Service Centres (ASCs) from across the Poltava oblast, all with less than two years of professional experience.
Maryna Bobranytska, Head of the Department for Systemic Development of Administrative Services at the Ministry of Digital Transformation of Ukraine, addressed the participants:
“The development of ASCs is about making services more convenient and accessible to citizens. Staff play a key role in this — the quality of service depends on how confidently they work with digital tools and how open they are to change. For those just entering the field, this training is a valuable opportunity to better understand ASC operations and feel more confident in their roles.”
Oleksandr Shakun, Acting Head of the Digital Transformation Department of the Poltava Oblast Military Administration, emphasised:
“The development and effective functioning of ASCs is a priority for regional authorities. Today, they are the main point of contact between the state and its citizens, where people expect fast, accessible, and respectful service. That is why upskilling personnel is essential.”
Training Focus: Accessibility, Digitalisation, Effective Communication
The training programme was tailored to address the key challenges ASC staff face:
🔹 Institutional capacity of ASCs – participants discussed the legal framework, organisational models, and the importance of strong HR policies.
🔹 Informational outreach to citizens – practical methods of communication and tools for raising awareness about services were explored.
🔹 Accessibility of administrative services – the audience examined models for expanding access in hromadas, including mobile (on-site) services and inclusive solutions.
🔹 Digital tools – experts highlighted the ASC's role as a digital intermediary, helping citizens use e-services more effectively.
🔹 Inclusiveness and gender sensitivity – approaches to ensuring equal access to services for all population groups were discussed.
🔹 Communication and conflict management – participants practised strategies for effective interaction with visitors and managing difficult situations.
Olha Kalinichenko, Polaris Programme expert, summed up:
“An ASC is not just a place to get services — it is a space where citizens’ trust in the authorities is built. That is why every administrator must be equipped with modern communication tools, digital solutions, and an understanding of inclusivity. These trainings not only strengthen individual skills but also help form a community of professionals committed to improving public service.”
At the close of the event, participants shared experiences from their own hromadas and discussed next steps for improving ASC operations at the local level.
The Polaris Programme will continue supporting the development of the ASC network across Ukraine, fostering professional growth and modern approaches in the field of administrative services.
