The Polaris Programme “Support to Multilevel Governance in Ukraine” and the Ministry of Digital Transformation of Ukraine conducted a survey of Administrative Service Centre (ASC) personnel to assess their current situation, challenges and needs, with a focus on job satisfaction, working conditions, remuneration, workload, interaction with administrative service providers, management support, and the adequacy of training (professional development).
Heads and deputy heads of ASCs, administrators, and other ASC staff were invited to participate. The survey was conducted online using a Google Form.
A total of 1,315 respondents participated in the survey, ensuring a high level of representativeness, particularly given that the total number of ASC personnel in Ukraine is approximately 16,000. The survey was conducted between 24 March and 3 April 2026.
Overall, respondents expressed positive views of their working environment, relationships with colleagues and management, as well as opportunities for training and professional development.
At the same time, the survey findings identified several issues that require attention at both the local and national levels. Key challenges include the level of remuneration, difficulties in attracting new staff, high workloads, the need for clearer motivation and incentive mechanisms, and better opportunities for professional development.
The report also highlights the importance of strengthening the sustainability of the ASC workforce. The findings point to the need for a comprehensive policy on attracting, developing and retaining personnel, as human resources are fundamental to the delivery of high-quality administrative services and consultations at ASCs.
In particular, only 44.7% of respondents indicated that they intended to remain in their current position for the long term. More than half were considered at risk of leaving: 33.7% said they would stay only until they found a better job, while 7% were already looking for new employment. At the same time, 37.6% of respondents identified difficulties in recruiting new staff as a key challenge.
The report also presents findings on staff workload, interaction with administrative service providers, differences in the operation of ASCs across various types of hromadas, and provides recommendations for central and local authorities, as well as ASC management.
In addition, the survey findings were validated and discussed with the ASC community during public events held on 14 and 15 May 2026.
