Experience that changes approach to administrative services

To create convenient and accessible administrative services, U-LEAD with Europe experts use dozens of institutional support tools. Trainings for the staff of the Administrative Service Centres (ASC) and other employees of local self-governments providing services to the population are among the most effective ones.

115 representatives of six amalgamated hromadas of the Donetsk and Luhansk Oblasts are now undergoing a training course developed by the experts of the ASC Employees Advanced Training Programme. These hromadas are participants of the second round of the Roll-Out Phase of the U-LEAD with Europe Programme’s support to administrative service delivery, and will get support in ASC establishment and modernization. A total of ten AHs from these regions participate in the second round of the Programme.

The trainings are held both in the AH centres: Vuhledar, Chasiv Yar, Krasnorichensk, Toretsk, Troyitske, Bilokurakyne, as well as at on-site locations.

One of the modules was held at the end of June in Lutsk, where the trainers were the employees of the local ASC.

Lutsk ASC is one of the most efficient and largest in Ukraine. It has recently turned six years old. During this period, the number of services provided by the institution increased from 267 to 422. In 2013, the ASC had 12 employees, and today there are 70 of them. 40 are engaged in receiving visitors. Over the years, more than one million citizens have benefited from the services delivered by the institution.

Each day of training was divided into theoretical and practical parts. Initially, participants attended thematic lectures during which the Lutsk ASC employees shared their experience, and after that the practical part of the training started. The participants were able to work with special software and equipment directly at the ASC staff workplaces.

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Practical assignment during the training at Lutsk ASC

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Training participants in Lutsk ASC

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Head of the Lutsk ASC conducts one part of the training

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Lutsk ASC employees at work

“After the training, we have completely updated our service information cards. It didn't seem very important to us during the training, but when we returned to our office, we reviewed our cards and realised that many of them were not understandable to citizens, and that typical cards developed by U-LEAD experts should be taken as a basis. We've updated all our cards almost from scratch. Now our ASC information cards have become more comprehensible. I really tried to look at the cards with the eyes of an ordinary citizen, and now I am sure that any resident will be able to understand them easily. It is very important for any resident of the hromada to be able to find out about the service, necessary documents and delivery procedure,” says Ruslan Liasevych, head of the property rights, legal entities and private entrepreneurs registration department of the Military-Civil Administration of Toretsk City, Donetsk Oblast.

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Representatives of the Donetsk and Luhansk Oblast hromadas at the training in the Lutsk ASC

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