In January–July 2025, more than 82 thousand Ukrainians assessed the quality of services in ASCs. The highest scores were given to the comfort of the premises and the work of the staff, while the speed of service and inclusivity remained problematic.
In January–July 2025, more than 82 thousand Ukrainians assessed the quality of services in ASCs. The highest scores were given to the comfort of the premises and the work of the staff, while the speed of service and inclusivity remained problematic.
The Ministry of Digital Transformation collected 82,064 responses to the work of administrative service centers in the first six months of 2025. According to the Ministry of Digital Transformation, the survey was conducted across the country, in communities of various sizes and geographies.
The highest satisfaction rates were for the conditions in the premises (99%) and the list of available services (99.2%). The staff of the ASCs also received a positive rating — 98,6%. The overall quality of service has a slightly lower rating — 98,1%.
At the same time, many negative reviews relate to congestion, with 18,8% of users dissatisfied with waiting times, and another 13,4% citing slow service delivery. Additional problems include lack of information (11.8%), difficulty registering (9.3%), and late delivery (12.8%).
Among the spatial shortcomings, the most frequently mentioned were the lack of sufficient seating (13.4%) and poor adaptation to the needs of parents with children (7.2%) or people with disabilities (6%).
In terms of regions, the highest level of satisfaction is recorded in Chernihiv (99.5%) and Odessa (99.3%) regions. The lowest indicator is in the city of Kyiv, where the CSI was only 75,8%. At the same time, the relocated ASCs of Luhansk region showed some of the best results, despite the war conditions.
The rating collection system works through QR codes and SMS surveys. According to the ministry, 90% of ASCs have already installed QR codes, although in a number of regions (in particular, in Dnipropetrovsk and Kharkiv regions) there is a complete lack of customer feedback.
The evaluation system was implemented in 2021 in accordance with the Law «On Administrative Services» and Government Resolution No. 864. The data is regularly updated and available to citizens through the Action.Centers platform.
We also reported on how the government appointed five deputies to the First Deputy Prime Minister, Minister of Digital Transformation Mykhailo Fedorov. Four of them developed their careers within the Ministry of Digital Transformation, and the fifth, Vitaliy Balashov, moved to the civil service from EPAM Digital.
