Solutions from Ukraine: Administrative service center staff to use AI through national web platform
For decades, administrative services in Ukraine carried the burden of a dehumanized and uncomfortable Soviet legacy: long queues, excessive paperwork, confusing procedures, and an institutional culture that often treated citizens as petitioners rather than clients.Ukraine is now deliberately moving away from that model by modernizing its administrative service centers and turning them into innovative, fast, and convenient points of contact between the state and the public.
Through digital tools, AI-powered assistance, simplified procedures, and more user-friendly communication, the country is building a service-oriented system that enables people to receive help quickly, clearly, and with dignity.
The Ministry of Digital Transformation stressed that artificial intelligence will take over some routine tasks and help administrators instantly obtain the information they need.
The key benefits of introducing the technology include:
In particular, ASC employees and other specialists who provide public services will be able to receive accurate AI-generated tips and explanations on any services in real time.
In addition, artificial intelligence will automate training processes, allowing staff to create requests for professional development and quickly gain up-to-date knowledge online.
Document processing will become a separate area of work. The technology will automate the search for necessary information across thousands of laws, resolutions, and regulations, simplifying access to the required data and speeding up workflow tasks.
The ministry also expects service quality to improve. By using a smart assistant, officials plan to minimize human error and save administrators time. As a result, citizens will be able to receive services faster and at a higher standard, while the transformation of ASCs will take place in line with the Agentic State concept.
The Ministry of Digital Transformation noted that the unified system will create a digital tool on the Diia Centers Platform to ensure information exchange and prompt feedback on citizens' requests within a single system for all service providers.
"We will be able to provide information and training quickly, exactly where and when they are needed most," the ministry emphasized.
The government has already backed the decision. The Ministry of Digital Transformation said the new tools will soon start working in practice and help specialists across the country.
Background
As reported earlier, the Lviv Administrative Service Center has taken an important step toward digitalizing its services. As part of the SMART-ASC project, an AI-powered chatbot has been launched on the ASC's official website.
The chatbot will help users:
As a reminder, Ukraine has launched the LLM API platform for companies that use artificial intelligence in their products or internal processes. The service provides access to more than 400 AI models from different providers through a single integration point and allows users to compare their performance, speed, and cost.
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9 of June 2026
