High-quality administrative services begin with a systematic approach. This is why the Polaris Programme “Supporting Multi-level Governance in Ukraine” supports both individual hromadas and the development of regional networks of Administrative Service Centres (ASCs). This approach makes it possible not only to address local challenges, but also to shape a coordinated policy on administrative service delivery based on an in-depth understanding of actual local needs.
Pilot initiative that introduced a new model of cooperation
In 2025, Polaris, together with the Ministry of Digital Transformation of Ukraine and the Rivne and Mykolaiv Region Military Administrations, launched an initiative to support ASC networks at the oblast level.
In practice, this included:
- A detailed assessment of ASCs in hromadas and the preparation of development roadmaps for individual centres;
- The trainings for ASC staff;
- The development of oblast-level plans for supporting ASC networks.
The pilot results confirmed the effectiveness of this approach. In Rivne Oblast, an oblast action plan to support the development of Administrative Service Centres for 2025–2027 was prepared, while hromadas received expert consultations and training for ASC staff. Nine hromadas in the oblast also received crisis support from the Programme and methodological guidance on establishing and developing mobile public service delivery.
Similar activities were implemented in Mykolaiv Oblast. Following an in-depth assessment of the situation in the hromadas, detailed expert consultations were provided on the next steps for ASC development, alongside a series of training activities. Seven hromadas received material support to establish and develop ASCs and provide mobile services. To strengthen service delivery for residents of remote settlements, the Mykolaiv Oblast Military Administration also received a vehicle and equipment.
Polaris team meets with the leadership of the Mykolaiv Military State Administration
From Assessment to Action: The ASC Development Roadmap
A key element of the initiative was the ASC Development Roadmap, an online service developed by Polaris experts to assess the current state of Administrative Service Centres in hromadas and provide recommendations for their further development.
Using this tool, more than 200 hromadas in Rivne, Mykolaiv, Cherkasy, and Zhytomyr oblasts received tailored roadmaps for the development of their ASCs. At the same time, oblast military administrations gained a data-driven instrument for planning comprehensive support for ASC networks at the regional level.
As of July 2026, around 400 hromadas had already used the digital tools available through the ASC Development Roadmap.
The Hromada's Dimension: Concrete Changes
The model of support delivers tangible results not only at the strategic level, but also in individual hromadas. The experience of Tarakanivska hromada in Rivne Oblast provides a clear example.
At the start of the Programme’s cooperation with the Rivne Oblast Military Administration and hromadas in the oblast, Tarakanivska hromada was among those that did not yet have an Administrative Service Centre. Working with Polaris experts, the hromada:
- developed a roadmap for establishing an ASC;
- renovated and equipped the premises with the necessary infrastructure;
- received computer equipment;
- provided training for staff;
- launched service delivery through the ASC;
- established a remote workplace for an ASC administrator;
- introduced mobile service delivery.
As a result, more than 7,500 residents of Tarakanivska hromada gained access to high-quality administrative services and expert consultations within their own hromada.
Assessment of the Administrative Service Delivery System at the ASC of Klesivska Hromada Presentation of the ASC Development Roadmap online service
Scaling Up: New Regions and New Opportunities
In 2026, the Polaris Programme expanded the initiative to Zhytomyr and Cherkasy oblasts. At the initial stage alone, more than 100 ASCs in these regions used the ASC Development Roadmap to assess their current level of development. This generated detailed analytics based on more than 160 criteria, produced draft roadmaps for each ASC, and helped identify common challenges at the oblast level.
Among the key needs identified by hromadas were broader access to essential services, implementation of the Law of Ukraine “On Administrative Procedure,” digitalisation of processes, development of mobile services, improved accessibility, and staff capacity development. Polaris experts used these issues, which are essential to the sustainable development of ASCs, as the basis for organising further group consultations for the centres.
The experience of providing comprehensive support to ASC networks across four oblasts of Ukraine has helped establish a common framework for their sustainable development:
- data, analytics, and digital tools;
- strategic planning;
- staff training and consultations;
- coordination and support at the oblast level;
- partnership across all levels of government.
This approach enables hromadas not only to establish ASCs, but also to build a modern, accessible, and client-oriented system of administrative service delivery.
The Polaris Programme’s work in this area is based on a simple principle: high-quality administrative services should be accessible to all residents of a hromada, regardless of where they live, their level of digital literacy, or their mobility.
