High-Quality Services for Communities: Monitoring, Development, and Digitalisation

This series will help you improve the quality of public services in your community, or front office in a practical, and people-centred way.

Experts: Zoriana Stetsiuk, Maryna Bobranitska, Andrii Nalotov, +12

This educational series will help you improve the quality of public services in your community, administrative service centre, or front office in a systematic, practical, and people-centred way.

You will learn the differences between public, administrative, and electronic public services. You will understand how service quality monitoring works, how to collect and analyse data, and how to turn feedback into real improvements. The series also explores digitalisation, professional development of teams, leadership roles, accessibility and barrier-free services, communication with communities, cooperation with partners, and high-quality service delivery for veterans.

Each episode is a conversation with experts who work daily with service delivery, communities, and ASCs. The series will help you not only understand what high-quality public services are, but also discover practical solutions that make services more accessible, convenient, and useful for people.

The educational series was created on the initiative of the Ministry of Digital Transformation of Ukraine within the DIA Support Project, implemented by the United Nations Development Programme (UNDP) in Ukraine and funded by Sweden, for the Diia.Education platform.

Format:
Education series
EKTS:
0.1
Languages:
Ukrainian, English
Topic:
Government services
Intended for:
for civil servants, for public servants, for CDTO

Skills:

Adapting services for veterans
Analysing needs before digitalisation
Analysing service monitoring data
Analysing the needs of different population groups
Analysing the target audience of a service
Analysing user journeys in service delivery
Assessing accessibility of facilities
Building partnerships for community development
Checking the digital accessibility of content
Collecting and analysing feedback
Distinguishing between types of public services
Identifying problems in service delivery
Implementing mentorship within a team
Planning community digital projects
Using data for management decision-making
Working with service quality indicators
Adapting information for different audiences
Building client-centred communication
Communicating with veterans
Planning staff professional development

Program

Start

What is an administrative service, and how does it differ from a public or electronic public service? You will explore the key concepts, learn how service re-engineering changes the logic of service delivery, and understand why speed, convenience, and quality matter more to people than formal classifications.

Invited experts

Zoriana Stetsiuk
Director of the Public Services Reengineering Directorate, Ministry of Digital Transformation of Ukraine
Maryna Bobranitska
Director of the Directorate for E-Government and Public Services of the Ministry of Digital Transformation of Ukraine
Andrii Nalotov
Head of the Expert Group on Administrative Services of the Directorate for E-Government and Public Services of the Ministry of Digital Transformation of Ukraine
Olena Tsysar
User Experience Evaluation Expert

Partners

Sweden

United Nations Development Programme in Ukraine