1. Smart Practices for Oversight by Non-State Actors
on Administrative Service Provision

2. Policy Context: Administrative
Services Reform in 2014
- Mandatory service provision through CASPs at city level (2014/2013 - 1.6 mln
vs 0.99 mln admin services provided; 629 / 239 CASPs created)
- Creation of CASPs at district level since 1/01/2014
- New regulation on the list of services to be provided through CASPs: in May
2014, the Decree of the Cabinet of Ministers approved the list of the most
popular (basic) public services through CASPs (State Migration Service, State
Registration Service and State Agency on Land Issues).
- In total, 1/3 of CASPs, primarily created in the regional capital cities, are
already in line with the key requirements of the current legislation - really
citizen-oriented offices offering a wide spectrum of administrative services in a
convenient way (non-cabinet system of service provision, e-system of queue
management, reception, special equipment for disabled people, additional
services like banking services, copying machines etc).

3. Policy Context: Administrative
Services Reform in 2014
- On average, there is positive perception of the CASP model among
citizens (the score is 3.9 points on a 5-grade scale)
- However, in 2014 the quality of adminservices was assessed
positively by only 5% of citizens (vs 12% in 2013), and as poor – by
40% (vs 32% in 2013)
- The Reform is defined as a priority for Ukrainian Government in the
Programme of the Cabinet of Ministers as part of the chapter “New
Public Administration Policy. Debureaucratization, Decentralisation,
Deregulation and Responsibility”; in the Coalition Agreement of
Ukrainian Parliament 2014; and as part of the civic initiative
Reanimation Package of Reforms.
- 13% of citizens know that CASP is created in their city, and 36% of
citizens have applied for the services to CASP, and 59% of them are
satisfied with the quality of service provided.

4. Policy Context: Challenges and
Opportunities in 2014
Challenges Opportunities
• Development of CASP’s
capacities was uneven across
the country
• Lack of cooperation and
resistance from state
institutions which had to
transfer their services to
CASPs
• Lack of state support to CASPs’
development
• Development of the e-services was a
growing trend despite slow progress
in the policy and legal environment
for the area, and absence of the
interoperability systems to ensure the
online service provision on a wider
scale.
• Willingness of the civil society to
engage in monitoring of the quality of
administrative services
The project tried to respond to challenges and opportunities of 2014 by adjusting
the capacity development programmes in line with the priority directions of the
reform, implementing measures for CASP capacities’ enhancement and adding
the e- focus to the public monitoring of the administrative service provision in the
municipalities.

5. Project Results in 2014
• Developing CSOs capacities to monitor
efficiently administrative services provision:
project results
• Providing seed grants to CSOs for public
monitoring of administrative services
• Documenting and disseminating the smart
practices of the selected CSOs on public
monitoring of the administrative service provision
• Sensitising the local communities on the major
principles of participatory governance to raise
their awareness and support of the social
accountability initiatives
• Promoting incorporation of feedback loops within
the practice of administrative services provision
in municipalities

6. Seed Grants to CSOs for Public
Monitoring of Adminservices
Indicator Number
of
Projects
Municipalities Covered Total Cost Project
Funded
Completed 12 Myrgorod; Chernivtsi (2); Ivano-
Frankivsk; Ukrayinka; Alchevsk; Donetsk,
Gorlivka, Khartsyzk; Snizhne; Cherkasy;
Pervomaysk; Rivne, Dubno, Ostrog,
Kuznetsovsk; Kherson, Chaplynka,
Genichesk, Kalanchak; 100 biggest cities
78’157
USD
56’820
EUR
45’637
USD
33’178
EUR
In progress 3 Sumy; Kramatorsk; Kherson
Under risk 1 Lugansk
Total 16

7. Seed Grants to CSOs for Public
Monitoring of Adminservices
Access of vulnerable
groups of population
E-governance tools in
CASPs
Overall quality of service
provision

8. The impact of the completed monitoring initiatives will be analysed early in
2015.

10. Use of ICT to facilitate the
administrative service provision
• Development of the e-services was a
growing trend in 2014.
• The project supported the assessment of
100 biggest municipalities of Ukraine in
terms of the level and quality of using the
e-governance tools as the basis for the
electronic service development
• Access to information: 90% of city councils ensure access to information and
update their external web-portals. 71% use the interactive tools poorly (no
feedback mechanisms or case consideration tools)
• Administrative services: the list and description with templates of documents
are present at the majority of the web-sites (can be downloaded). Not enough
attention is paid to privacy policy (user authentication and security of
personalized data entered by the user
• CASPs: physical premises are in place, while e-readiness (electronic self-
service terminals, electronic queues, opportunities to make an appointment to
visit CASP online) is still characteristic of champion CASP rather than a
regular practice.

12. Webinars and Networking
Sessions for CSOs
• Aimed to provide guidance and advice on
the administrative services reform,
monitoring techniques and best practices, e-
governance, communication etc.
• 5 events for 70 participants in total
• Well received by participants, require
technical support prior to participation in the
event
• A follow up dissemination of hand-outs and
learning materials presented in course of
the webinar adds value to the webinar
format.

13. Documenting and Disseminating
the Smart Practices of the Selected
CSOs
• Taking Stock of Samopomich experience
• Methodological recommendations for CSOs willing to
replicate the experience
• Approach is underpinned by the idea that all the
quality criteria of administrative service provision
cannot be monitored using one method only
• Newsletter “Quality and Accessible Administrative
Services”
• Reflects sections on policy and legislation novelties in
the area of administrative services; best practices of
administrative service provision through CASPs;
experiences of civil society engaged in the monitoring
of the quality of administrative service provision.
• A joint initiative of the project with the governmental
initiative “Decentralisation of Power”
• 12 issues plus an annual summary

14. Lessons Learnt from CSO
Projects’ Implementation
Contributing Factors Challenges
Political will of the city mayor and CASP
management to listen to citizens’
feedback and readiness to introduce
required changes
Lack of systemic knowledge on
methodologies of public monitoring of
administrative services
Demonstration effect from positive
experiences of other CASPs where the
level of citizens’ satisfaction increased
after the public monitoring exercise
Resistance of CASPs’ visitors to interact
with the monitors because of lack of
trust in sincere willingness of the
authorities to implement public
recommendations
Adoption of new legislation causing the
need for changes in the CASP’s operation
which require external knowledge
Frequent changes in CASPs’
management and heads of bodies
which created them
Access of CSOs to capacity development
opportunities in the area of administrative
services
Resistance of local authorities to
introduce changes in CASPs’ operation
required by the law
Prior experience in monitoring initiatives

15. Lessons Learnt from CSO
Projects’ Implementation
• Elaborate the minimum quality standard of service
provision through CASPs and establish regular
monitoring of the latter by the Ministry of Economic
Development and Trade of Ukraine and civil society
• Encourage a more active use of ICT tools in the
process of administrative services provision
(making appointment online, informing about the
case consideration, dissemination of useful
information on the new legislation, online
application for services)
• Conduct wide awareness campaign among the
citizens of the country on the efficiency of CASP
model
• Create the sole list of the administrative services to
prevent the service providing institutions and their
subsidiary enterprises from imposing other
additional services on a paid basis and establish

16. Awareness Campaigns on
Administrative Services
• These campaigns were a mandatory requirement to the design of
CSOs monitoring initiatives supported by the project.
• 160 media records in Internet on the contents related with the CSOs’
projects
• The majority of the CSOs used the Internet resources to highlight key
aspects of their projects’ implementation, less CSOs used newspapers,
and some created videos with support of the local TV channels
• Other tools - news on Gurt, CivicUA, Resource Centre’s page; creating
specialized sections on administrative services or CSOs crowdsourcing
resources; thematic groups in social networks

17. Promoting feedback loops
between CSOs and municipalities
• Trainings and Seminars for CASPs
• 2 seminars for 81 representatives representing 45
CASPs participated
• Topics covered: reform novelties, cooperation with
the state authorities transferring their services,
methodologies for engagement of CSOs for
monitoring, e-governance, interaction with visitors
• Supporting Ambient Accountability Experiences in
CASPs
• 6 joint initiatives of CSOs-CASPs were supported
• In general, they were related to the arrangement
of the information stands, boards and displays of
information materials on administrative service
provision in the CASPs premises to make service
delivery process more transparent and
accountable

18. Plans for 2015
• Supporting the advocacy initiatives at the national level for real
transfer of administrative services to CASPs (closer to the
citizens as service users) and further CASPs institutional
strengthening.
• Enhancing CASPs capacities as service providers and CSOs as
entry points for citizens to engage in monitoring of administrative
service provision through capacity building events, support to
monitoring initiatives and knowledge products’ dissemination.
• Supporting elaboration of the policy and legal documents to raise
the quality of administrative service provision, in particular the
minimum quality standard of service provision through CASPs.
• Further nurturing of “community of practitioners” from CASPs and
CSOs interested in administrative service monitoring, incl.
through regular dissemination of a newsletter “Quality and
Accessible Administrative Services”.