Administrative Service Centres

U-LEAD with Europe Programme’s Support to Improved Administrative Service Delivery

Decentralisation is one of the most important reforms of the Ukrainian government. To succeed in this reform it is crucial to reinforce the service delivery capacities of the public administration, including delegation of mission, mandate and responsibilities to local self-government bodies. Improvement of administrative service provision is one of the keys to a successful decentralisation process in Ukraine. Creating Administrative Service Centres in amalgamated Hromadas and small cities increases the accessibility and efficiency of service delivery at the local level.

The U-LEAD with Europe Programme's Support to Improved Administrative Service Delivery provides:

  • Support to establishment or modernisation of up to 600 well-functioning Administrative Service Centres (ASCs);
  • Development and launch of IT systems “Trembita” and “Vulyk” for e-governance and efficient provision of national, regional and local administrative services.

The activities are divided into two phases:

The Inception Phase, which aimed at piloting models for ASCs in 26 hromadas (2016-2018). Please, see the Visual Report on the Inception Phase;

The Roll-Out Phase, that aims at multiplying the results of the Inception Phase in up to 600 hromadas and small cities (2018-2020).

The Roll-Out Phase (March 2018 - April 2020) is carried out in four rounds, targeting 150 hromadas per round. The following support is provided in each round:

  • Development of Terms of Reference (ToR) for each selected hromada on establishment or modernisation of the ASC
  • Physical support: furniture, office equipment, IT software, design of ASC premises
  • Institutional support: establishment of the ASCs institutional structure, staff training, raising awareness and citizen participation; study visits and experience sharing
  • In addition, a selected number of partners will be provided Special Support, including electronic queue management system and vehicles for mobile provision of services (mobile ASCs).

The working flow of each round

  1. Selection of partner Hromadas: after a call for applications the Programme’s expert committee selects participants in cooperation with MinRegion and MEDT
  2. The Programme experts visit all of the selected Hromadas (up to 150). As a result of the visits and interviews Terms of Reference are developed
  3. The final list of ToRs is sent to Sida and to the partner Hromadas
  4. Based on the list of ToRs, Sida announces a call for applications within the framework agreement for implementers, in order to select implementers that will carry out the Programme’s part of the work within the ToR. In parallel, the partner Hromadas can start the works for their part of the ToR
  5. Sida selects Implementers within the framework agreement. The partner Hromadas and the Implementers start their cooperation by signing agreements that regulate the terms and timelines, based on the ToRs and the Declarations of Intent
  6. The Implementers begin to carry out their responsibilities within the ToRs.

Terms of Reference for an ASC - a starting point and a road map to establish an ASC

The ToRs prepared by the Programme is a precondition for establishment or modernisation of a high-quality ASC. They are based on the characteristics and needs of each Hromada in compliance with the Programme’s requirements.

Each ToR describes how to establish the ASC “step by step” and comprises: a list of requirements for the institutional establishment, including staffing and groups of services to be provided, the choice of model for the ASC, a list of the required IT equipment, furniture, software, recommended plans and design of premises for ASC. It also defines the financial and institutional responsibilities between Hromadas and the Programme. Explanatory video about ToR.

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U-LEAD with Europe monthly digest “Dynamics” is available here


Organisational structure of U-LEAD with Europe Programme’s Support to Improved Administrative Service Delivery