90
www.amazoniainvestiga.info ISSN 2322- 6307
DOI: https://doi.org/10.34069/AI/2022.60.12.9
How to Cite:
Turovets, Y., Pokhylenko, I., Rossikhina, H., Huseynov, I., & Bulhakova, O. (2022). Digitalization of the administrative services in
various fields of activity. Amazonia Investiga, 11(60), 90-101. https://doi.org/10.34069/AI/2022.60.12.9
Digitalization of the administrative services in various fields of activity
Впровадження цифровізації надання адміністративних послуг у різних сферах
діяльності
Received: December 3, 2022 Accepted: December 30, 2022
Written by:
Yurіі Turovets37
https://orcid.org/0000-0002-1110-9234
Iryna Pokhylenko38
https://orcid.org/0000-0001-5409-7408
Halyna Rossikhina39
https://orcid.org/0000-0001-8436-049X
Ilgar Huseynov40
https://orcid.org/0000-0002-3629-2127
Olena Bulhakova41
https://orcid.org/0000-0002-0893-3732
Abstract
The aim of the article was to analyze the state of
the digital transformation of administrative
services in various fields of activity. The main
methodological tools were statistical, graphical,
comparative analysis, and observation methods.
The research found that national governments are
taking a large number of initiatives related to
digital public services. The DESI Index has
shown itself to good advantage in the EU. It
ranks Member States according to their digital
performance and analyses their progress in
providing e-government services. The AuroraAI
programed developed in Finland will contribute
to the improvement of electronic administrative
services, smooth daily life, business, safe and
ethical approach. The Finnish web portal My
Kanta provides a wide range of applications that
can be of benefit to citizens, healthcare
professionals and organizations, government
bodies. In Ukraine, the smooth functioning of the
Diia web portal promotes the spread of digital
skills, the inclusion of citizens in relation to
receiving digital administrative services during
the period of hostilities. Global geopolitical
transformations have focused the efforts of states
37
PhD of Law Sciences, Аssociate Professor, Department of Criminal Law and Procedure Leonid Yuzkov Khmelnytskyi University
of Management and Law, Khmelnytskyi, Ukraine.
38
PhD of Legal Sciences, Аssociate Professor, Department of Political Sciences and Law, Faculty of Urban Studies and Spatial
Planning, Kyiv National University of Construction and Architecture, Kyiv, Ukraine.
39
Doctor of Law Sciences, Professor, Department of State and Law Disciplines, V.N. Karazin Kharkiv National University, Kharkiv,
Ukraine.
40
PhD of Law Sciences, Research Officer, Scientific Institute of Public Law, Kyiv, Ukraine.
41
PhD of Economic Sciences, Аssociate Professor, Department of State and Legal Disciplines of Faculty No. 2, Kryvyi Rih
Educational and Scientific Institute Donetsk State University of Internal Affairs, Kryvyi Rih, Ukraine.
Turovets, Y., Pokhylenko, I., Rossikhina, H., Huseynov, I., Bulhakova, O. / Volume 11 - Issue 60: 90-101 / December, 2022
Volume 11 - Issue 60
/ December 2022
91
http:// www.amazoniainvestiga.info ISSN 2322- 6307
on strengthening intersectoral cooperation of
public authorities in the digitalization of
administrative services. The availability of such
services for the elderly remains unresolved. The
adaptation of the positive practices of the
government of Finland in Ukraine will become a
vector for further research and thorough studies
during the post-war reconstruction of the state.
Particular attention will be paid to the issue of
availability of the services under research.
Keywords: digitization, innovative
technologies, artificial intelligence, electronic
government, administrative service.
Introduction
Digitization refers to the socio-technical process
of using digitized products or systems for the
development of new organizational procedures,
business models or commercial propositions.
Technological advances enable greater use of
digital methods, such as electronic scanning of
documents and digital record keeping by storing
images in the cloud. Digitization is accompanied
by a reduced need to use copiers and printers. In
addition to cost savings, digitization can also
reduce the number of human errors associated
with numerous administrative and manual
procedures and tasks. The use of digital
technologies not only increases the productivity
of services, but also extends their coverage.
COVID-19 and military conflicts have become a
sort of catalysts. They contributed to the greater
use of digital technologies in the work
organization and in an office, along with the
presentation of unforeseen opportunities,
challenges and costs.
In recent decades, the digital transformation has
changed the relationship between governments
and users. Examples of innovations include
information and communication technologies
(ICT), artificial intelligence (AI), blockchain, big
data, 3D printing, QR codes, and the Internet of
Things (IoT). Big data enabled delivery of faster,
smarter and more personalized government
services, and blockchain has become a catalyst
for modernizing records and complying with
regulatory requirements. Artificial intelligence
programmers help to automate and optimize
government functions. Advances in the Internet
of Things and related sensor technologies
inevitably shape infrastructure in cities and local
communities.
The emergence and rapid spread of e-
government have given a new impetus to digital
innovation in the public sector. The concept of e-
government for improving the quality of life is
becoming increasingly important, while public e-
services are becoming an increasingly significant
topic on the public agenda. Electronic
government refers to the process of introduction,
distribution and use of information and
communication technologies in public
administration (Attour & Chaupain-Guillot,
2020). The goal to be achieved is innovative
forms of information and public services.
The main target of digitization of public services
is the provision of the population with high-
quality administrative services electronically.
Electronic administrative service is an
administrative service provided to the subject of
the appeal electronically through the use of
information and communication technologies
(Krakovska & Babyk, 2022). Digital public
services refer to the provision of public services
using digital technologies, where the interaction
with the public sector organization is mediated
by the IT system (Lynn et al., 2022). The
provision of public services is the main focus of
e-government. The concept of digital public
services is broader, as it covers all interactions
between citizens and public authorities.
Interoperability is a key factor that enables
making the goals of digital public services a
92
www.amazoniainvestiga.info ISSN 2322- 6307
reality in the process of digitizing the public
sector. Modern countries strive to achieve the
ability of administrations to cooperate and ensure
the functioning of public services across borders,
sectors and organizational boundaries.
In view of the foregoing, the aim of the article is
the analysis of the implementation of digitization
of administrative services in various fields of
activity. The aim involved the following research
objectives:
1) determine the main current components and
trends of legislative regulation of the
provision of electronic administrative
services in EU countries and Ukraine;
2) analyse the current state and prospects for
the digitization of administrative services in
the fields of electronic health care and
permitting documents, which are necessary
in the construction process in EU countries
for the possible implementation of relevant
positive experience in the process of
digitization of administrative services in
Ukraine.
Literature Review
The work of Lynn et al., (2022) was the main tool
and the basis of the research. The research was
focused on defining and revealing the role of
digital public services. The author also comes to
the conclusion that e-government services
initiatives lack commonality. The study
conducted by Lindgren et al., 2019, had an
influence on the author’s position on the issue
under research (Lindgren et al., 2019). The
authors conducted a comprehensive analysis of
electronic government. The impact of
digitization of public services on the interaction
between citizens and the government was
considered.
The findings of Attour and Chaupain-Guillot
(2020) on digital innovations in the public sector
were taken into account during the study. The
importance of spreading e-government through
technological innovation and administrative
policy innovation is emphasized. The study of S.
Hong et al., (2022) investigated the determinants
of digital innovation in the public sector. It is
concluded that there are demand-driven
innovations in the public sector. The findings of
Mamatova and Sydorenko (2020) on the
definition of the main stages of the development
of regulatory and legal support of the
administrative services system in Ukraine are
worth noting. It is emphasized that the further
vector of development will be directed mainly
towards the end user of services.
In their studies, Krakovska and Babyk (2022),
Kovtun et al., (2022) considered issues related to
the current state and prospects for the
development of digitization of administrative
services in Ukraine as one of the main
components of a service state. A conclusion was
made about the need to improve access to
electronic services for certain categories of
citizens: the elderly and persons with disabilities.
The study of Jarke (2021) was used when
shaping the author’s position. It was emphasized
that many digital public services often do not
take advantage of the contexts and practices of
their target audiences. The importance of citizen
involvement and increasing the role of citizen
participation in socio-technical innovations was
noted.
The article by Sulonen and Vastamäki (2021) on
the potential of improving state land use
processes by increasing the efficiency of the
process of issuing construction permits is worth
noting. In the works of Eriksson-Backa et al.,
(2021) analysed the main areas of application,
opportunities, barriers and results of the Finnish
web portal My Kanta. The social, technical and
informational problems of the website of
administrative services were identified. It was
found that agreed and timely information from
medical service providers should be available in
electronic healthcare services.
An active study of the issues selected in the
article confirms that the digitization of
administrative services in various fields of
activity requires special attention. The imperfect
level of research into the delivery of electronic
administrative services during military conflicts
should be remarked. The researchers didn’t deal
with the issues of increased efficiency of
digitization of administrative services in the
context of the post-war recovery of states.
Therefore, it is urgent to conduct research
according to the relevant research criteria.
Methodology
Scientific and methodological tools were widely
used in the course of the research, the results of
which were tested and reflected in the article.
Figure 1 illustrates research stages.
Volume 11 - Issue 60
/ December 2022
93
http:// www.amazoniainvestiga.info ISSN 2322- 6307
Figure 1. Stages of the research (defined by the authors)
The scientific principles of the general economic
theory, the theory of regional economic progress
and works on the subject by authentic scholars
were the theoretical background and
methodological framework of the research.
Special attention was paid to intersectoral
cooperation of public authorities during the
provision of administrative services in the
following areas: construction, registration of
civil status, maintenance of state-wide registers,
health care, and others. The positive practice of
the European Union, the leaders of effective
electronic government - Finland, Malta and the
Netherlands, Ukraine’s achievements in the
digital development of administrative services
are taken into account. A total of thirty-five
sources were reviewed in the article.
Complex of methods was used in order to fulfill
the research objectives outlined.
Сombination of comparison and observation
became the main methodological tools in the
course of the research. These methods were used
to establish the gradual introduction of the digital
component into public services, to substantiate
the factors of the rapid growth of digital
administration.
The comparative law method occupies a special
place, which was used in the process of
comparative analysis of the current national legal
norms of Ukraine. Special attention was paid to
the public electronic services in the context of
comparison with the legislation systems and
scientific developments of other states. This
method was used to identify a positive legislative
practice, which is appropriate for approval in
Ukraine at the stage of its post-war recovery.
Combination of graphic analysis with statistical
method created the permanent basis for the
complex representation of the matter under
investigation. Such methods as analysis and
synthesis in complex with deduction and
induction produced the great impact on the
authors’ conclusions in the sphere of public
electronic services’ implementation. Statistical
analysis of the public electronic services’
development was used in accordance with
The first stage of the
research
1) Determining the
main vectors of the
study in the context of
latest novations in the
sphere of public
services' digitization.
2) Justification of the
appropriateness of
searching for the latest
approaches to
identifying factors of
effective
transformation of
digital tools in the field
of administrative
services.
The second stage of the
research
1) Comparison of the
legal regulation of
digitization of
administrative services in
the European Union and
Ukraine.
2) Establishing a causal
relationship between the
low effectiveness of
national reforms and the
level of legal nihilism.
Justification of promising
changes at the stage of
post-war recovery in
Ukraine in the studied
area.
Main experiment
1) Justification of the
vectors of cross-sectoral
cooperation of public
authorities in the field of
digitization in the field of
administrative services in
the European Union and
Ukraine.
2) Finding promising
solutions to overcome the
digital divide between
different social groups
when receiving
administrative services.
Ensuring the availability of
services under research.
Analytical stage
Drawing substantiated
and theoretical and
practical conclusions
and making proposals
for implementation in
legal regulation and law
enforcement practice of
Ukraine during the post-
war recovery period.
94
www.amazoniainvestiga.info ISSN 2322- 6307
economic and statistical methods’ approbation.
Systemic economic analysis was used to
characterize single processes of national and
regional development in digitalization realities
and reformation transformations of the studied
public services. All specified methods created the
most scientific conditions for research and
formation of the authors’ conclusions.
Results
Accelerated digital transformation of
governments remains a top priority for the
European Union. Europe strive for providing all
key public services online by 2030. As part of its
strategy, the European Commission is taking
particular actions to develop cross-border digital
public services. These include, in particular, the
creation of European interoperable platforms
(European Commission, 2022c). One of the main
goals is to create a network of digital public
administrations which are expected to share data
and find a common language for common digital
solutions. Innovation is also encouraged by
funding large-scale pilot projects. Europe has
laid the foundations for more human-centred
digital initiatives that respect European values in
the Declaration on Digital Rights and Principles
(European Commission, 2022d) – Figure 2.
Figure 2. The main concepts of the Declaration on Digital Rights and Principles (European Commission,
2022d)
According to the 2022 Digital Economy and
Society Index (DESI), Finland, Malta and the
Netherlands are the leaders in effective
e-government (European Commission, 2022b).
According to the 2022 e-Government
Benchmarks, Malta is the country with the
highest e-Government rating of 96% (European
Commission, 2022a). It is followed by Finland,
Estonia, Luxembourg, Iceland, the Netherlands,
and Denmark. The main goals of electronic
government in the field of administrative
services in the EU countries were identified
based on the conclusions. One of them is
prioritizing user-cantered design. The goal is also
to rationalize the provision of e-government
services. This goal is to enable users to access all
services through single service centres. An
important goal is also to optimize the interaction
between different levels and departments of
government to ensure a more consistent and less
cumbersome work.
Finnish government has agreed that public
services will be mostly digital in the future. As
much as 92% of Finnish internet users use e-
government services. The government quickly
adapts to new conditions, creates ecosystems
around the life cycles of people and businesses.
The national artificial intelligence programme —
AuroraAI — is based on the strategic goal of
building a dynamic and prosperous Finland
(Ministry of Finance of Finland, 2022). The goal
of AuroraAI is to offer citizens personalized
services at the right time in various life situations
and events. The AuroraAI network is designed to
create technical conditions to ensure information
exchange and interaction between different
services and platforms. This will improve access
to services as well as increase profitability,
especially in the provision of public services. For
example, the AuroraAI user will be automatically
informed about services provided by various
parties in certain cases, such as a job change. This
service can support the user during the transition
to a new job without the unemployment period.
The AuroraAI network will be available to
citizens and organizations by the end of 2022.
Suomi.fi - the government web portal - provides
identification, notifications, authorization,
payments, maps, a directory of public services
Promoting the concept of sustainable
development
Increasing safety, security and
empowerment in the digital
environment
Freedom of choice and a fair digital
environment, promoting participation
in the digital public space
Securing the rights that European citizens
can exercise on the Internet
These include inclusion through connectivity,
digital education, training and skills, fair
working conditions and access to digital public
services.
Volume 11 - Issue 60
/ December 2022
95
http:// www.amazoniainvestiga.info ISSN 2322- 6307
available in Finland. The portal also includes a
service of test materials, quality tools, a data
sharing layer, open data and an interaction
platform. The most popular services provided
through Suomi.fi are identification (200 million
transactions in 2021), authorization (more than
30 million electronic credentials created by users
since 2017) and messaging (almost a million
users). Information and services for citizens
include such areas as registration of documents
that are necessary for creating families, when a
child is born, etc. It also provides services related
to social protection, health, medical care,
teaching and education. Services in the field of
rights and responsibilities, personal finance,
relocation, travel, employment, housing,
construction are also provided.
For example, in the field of electronic healthcare,
the system of personal medical cards is already
available to all citizens in Finland. People can
view their medical records and prescriptions on
the national My Kanta portal. You can enter the
corresponding page using bank codes, mobile
certificates or an ID card with a chip that allows
using online services. Laboratory and X-ray
examinations, as well as data on a dependent
child under the age of 10 can be viewed. The data
of a child aged 10 to 17 are available. It will be
possible after the health care service makes the
necessary changes to the patient data systems.
There is also a service for entering data about
personal well-being and the ability to share it
with the authorities. My Kanta enables
requesting a repeat prescription and save medical
will and organ donation will. A consent or refusal
to share personal data can be recorded on the
service portal.
The services for providing construction permits
are also an example of the careful development
of public electronic services. In 2021, the number
of construction permits increased by 16% in the
EU compared to 2020 (+52 million m² or
+269,000 buildings in absolute terms) (Eurostat,
2022). Digitalization of construction permits
issuance involves technologies for checking the
compliance of project proposals with regulatory
documents, followed by digitization of
regulatory documents. For example, a valid
construction permit is required in Finland to start
construction, which must be obtained from the
state construction supervision authority. A valid
deviation decision is required if there is a need to
deviate from, the local detailed plan or building
regulations for a good reason. Often an
application is submitted for a construction permit
for an area not covered by a local detailed plan.
This requires a valid planning decision before a
building application is submitted. Housing
company shareholders must inform the housing
company of their renovation or redeveloping
plans. The housing company must assess the
impact of the work and the need for supervision.
The e-services website offers a total of 42
construction and repair services (Suomi.fi,
2022).
European integration processes in Ukraine
intensified further implementation of the institute
of administrative services. The administrative
services provided to the population were
developed through the creation of the
corresponding Administrative Service Centres
(ASCs). Special attention was paid to the
creation of provisions for electronic maintenance
(Decree No. 558/2019, 2019). The peculiarities
of the provision of public (electronic) services
began to be taken into account (Law of Ukraine
No. 1689-IX, 2021). The stipulations for
accomplishing the availability of administrative
services were legislatively enshrined (Decree
No. 831-2021, 2021). Special attention in the
Strategy for Public Administration Reform in
Ukraine for 2022-2025 was paid to increasing
quality, availability of administrative services,
and their decentralization (Decree No. 831-2021,
2021).
In 2019, the Ministry of Digital Transformation
of Ukraine focused on one of the main vectors –
the introduction of innovative changes in digital
public administration at all levels. The mobile
application Diia was created for this purpose
(Resolution of the Cabinet of Ministers of
Ukraine No. 1137, 2019). By February 2022,
eleven administrative services have already
become available through Diia (Figure 3). For
example, 11 services are available in the Unified
State Electronic System for the Construction
Sector (EDESSB) located on the Diia portal.
These are, in particular, obtaining a construction
permit, a declaration of operational availability
of CC1 objects, and issuing a project data sheet.
96
www.amazoniainvestiga.info ISSN 2322- 6307
Figure 3. The main functions of Diia (Diia, 2022)
The share of ICT in the GDP of Ukraine was
more than 4% and had the potential to grow at the
end of 2021. During this period, the Ukrainian IT
sector grew by 36% compared to 2020. More
than 100 electronic public services (75+ through
the portal and 20+ through the mobile
application) were available on the single state
web portal of electronic services (National
Council for the Recovery of Ukraine from the
Consequences of War, 2022a). Since the
beginning of the Russia’s military aggression in
February 2022, the single state web portal of
electronic services and the Diia mobile portal
have continue to work. The disadvantages of the
Diia portal are lack of access to electronic
services for certain categories of citizens: the
elderly and people with disabilities. Legal
nihilism of citizens, businesses, and government
officials also hinders the development of
provision of administrative services
electronically.
New challenges appeared during the provision of
electronic administrative services in connection
with the military operations. But administrative
services are still being carried out in Ukraine
despite the shortcomings. Citizens’ use of
administrative services in matters related to
family, pensions, benefits and assistance is
becoming especially relevant. Military
operations caused a number of changes in the
provision of administrative services. As of June
7, 2022, there were 4,816,923 refugees from
Ukraine registered in Europe alone, and a total of
5.5 million people left the country (National
Council for the Recovery of Ukraine from the
Consequences of War, 2022b). In Ukraine, it was
allowed to go abroad with an internal Ukrainian
passport, children were given the opportunity to
go abroad with one of their parents. The
mandatory certified permission for the child’s
departure by the second parent was cancelled.
The link of marriage registration, pension
assignment and social assistance services to the
place of residence was abolished. Considerable
amendments were made for military personnel
regarding permission to marry and make a will
(Resolution of the Cabinet of Ministers of
Ukraine No. 164, 2022) without leaving the site
of hostilities. The import of humanitarian aid and
cars has become more orderly. New services
were launched during the period of hostilities.
They relate to financial assistance — eSupport.
The notification of property damage or
destruction occupies a special place among the
new services.
Important changes have taken place in the field
of issuing permits and licenses. The types of
economic activity that cannot be carried out on
the basis of the submission of a declaration
during martial law are regulated at the legislative
level. So, for example, innovative changes were
introduced in relation to construction (Table 1).
Services integrated into
Diia
•registration of residence
•repayment of debt awarded in executive proceedings
•electronic submission of declarations of individual entrepreneurs to the tax service
•replacement of driver's license
•vaccination against COVID-19
•electronic exchange of vehicle registration documents
•paying fines for traffic violations
•paying income tax by individual entrepreneurs
•notification of court cases
Volume 11 - Issue 60
/ December 2022
97
http:// www.amazoniainvestiga.info ISSN 2322- 6307
Table 1.
Digital transformations in the field of construction declaration
Type of economic activity
A type of document that gives the
right to conduct economic activity
Performance of preparatory work specified by construction
regulations
notification of the start of preparatory
work
Performance of construction operations on construction sites,
which belong to objects with minor consequences (СС1)
according to the class of consequences (responsibility)
notification of the start of construction
operations
Acceptance into operation of completed construction objects,
which belong to objects with minor consequences (СС1)
according to the class of consequences (responsibility)
declaration of readiness of the
construction object for operation
Performance of preparatory works (if they have not been
carried out earlier according to the notification of the start of
preparatory work) and construction operations on
construction sites, which belong to the objects with medium
(СС2) and significant (СС3) consequences according to the
class of consequences (responsibility)
Construction permit
Acceptance into operation of completed construction objects,
which belong to objects with medium (СС2) and significant
(СС3) consequences according to the class of consequences
(responsibility)
Certificate of acceptance into
operation of the completed object
Source: (Decree No. 314-2022-п, 2022)
The issuance of documents which give the right
to carry out economic activities, including in the
construction sector, was temporarily simplified.
It should be noted that military operations are
still causing destruction and damage to property
in Ukraine. As of June 14, 2022, 12,900
apartment buildings (~13.5 million m²), 107,707
private houses (~1.9 million m²) were
destroyed/damaged (National Council for the
Recovery of Ukraine from the Consequences of
War, 2022b). The Post-War Recovery and
Development Draft Plan for Ukraine was
developed. It is planned to simplify the
mechanism of allocating land plots and obtaining
construction permits for the construction of
social and cooperative housing, housing for
temporary residence of IDPs, and non-profit
housing rental. The acceptance into operation of
completed objects will also be automated.
Besides, the Register of Damaged or Destroyed
Property on the Diia portal is being developed,
and launch of test operation is ongoing (National
Council for the Recovery of Ukraine from the
Consequences of War, 2022a).
The Post-War Recovery and Development Draft
Plan for Ukraine provides for a significant
improvement in the provision of electronic
administrative services through the
intensification of digitalization (Table 2).
Table 2.
Reform measures for the implementation of digitalization at the stage of post-war recovery of Ukraine
Timing
Recovery stages
Necessary actions
2022
Economy and institutions of the
wartime - “Everything for victory!”
Implementation of complex electronic public
services, restoration of the network of
administrative service centres
2023-2025
Recovery - “Recovery, restart of the
economy and institutions”
Conversion of key public services to electronic
form, expansion and modernization of the
network of ASCs
2026-2032
Modernization - “Structural
modernization and full integration
into the EU”
Most of the public services are available
electronically, and the number and quality of
public services in ASCs increased
Source: (National Council for the Recovery of Ukraine from the Consequences of War, 2022a)
98
www.amazoniainvestiga.info ISSN 2322- 6307
So, the provision of electronic administrative
services will be restored and improved in stages
until 2032. This should result in the availability
of most public services electronically. It is also
planned to achieve a significant increase in the
number and quality of public services in ASCs.
The planned launch of national mobile roaming
on the entire territory of Ukraine from January 1,
2024, joining EU initiatives on the development
of digital infrastructure will help in this direction.
Discussion
It can be stated that the modern vector of
development of administrative services is mostly
oriented towards the final consumer.
Governments adapt to changes in the social,
political and technological environment, and
innovation is critical for governments to adapt to
the changing environment (Hong et al., 2022).
Researchers emphasize that localities with a high
proportion of young voters tend to actively
experiment with digital innovations. The vertical
spread of accepted management standards and
policies influence the level of development and
the type of e-government services offered
(Attour and Chaupain-Guillot, 2020). Citizens
constantly demand greater transparency,
efficiency and responsiveness from public
organizations. In turn, politicians engage in
innovation when there is a high level of electoral
competition (Hong et al., 2022). According to
researchers, individual characteristics of
leadership play an important role in involvement
in digital innovations. Thus, the introduction of
websites is mostly explained by competition,
citizen pressure and a favourable economic
context (Mamatova and Sydorenko, 2020).
The increasing adoption of digital technologies
in the provision of administrative services is a
key element in governments’ response to such
needs (Lynn et al., 2022). Automation can also
entail new risks. New technology multi-user
providers are emerging that are typically private
institutions. They are responsible for the security
and maintenance of several different service
delivery platforms, which creates additional risks
(Lindgren et al., 2019). The researchers state that
the authorities can use the same technology to
restrict, control and monitor citizens.
It was established that public sector services
should be designed in such a way that enables
citizens to manage their lives the most
efficiently. They should be based on an
understanding of experiences and services to
integrate them into the user’s world (Menezes et
al., 2022). Special attention should be paid to e-
mail, comment sections, chat rooms, search
functions, broadcasts of government events and
website personalization. The elderly should be
involved in the identification, conceptualization
and development of digital public services
(Jarke, 2021). The researcher emphasizes that
this innovation makes administrative services
more relevant and significant.
It can be concluded that AuroraAI is designed for
a human-centred society based on artificial
intelligence, with predictive capabilities and the
restoration of the public sector as the ultimate
goal. If the Finnish AuroraAI programme can
find a suitable practical solution, it will be a big
step forward in making citizens’ life easier
(Leikas et al., 2022). The programme will create
a generic AuroraAI chatbot component that
organizations can customize and use in their own
services.
It can be contended that the municipalities and
government institutions in the EU consider the
issuance of construction permits as one of the
priorities. However, excessive detailing of the
processes of obtaining construction permits
affects the complexity of construction. In
Finland, differences between municipalities,
municipal organizations and even official
practices are perceived as additional difficulties
(Sulonen & Vastamäki, 2021). Researchers hold
that digitization will contribute to the
improvement of the efficiency of the issuance of
construction permits in the long run.
It can be stated that the My Kanta portal is one of
the most respected and popular public Internet
services in Finland. The My Kanta portal can be
improved by adding features that are necessary
and useful for users. These include separate
sections for specific information such as blood
type or care instructions (Eriksson-Backa et al.,
2021). It is necessary to simplify navigation and
offer text scalability for the elderly. More
interactivity can be added through the patients’
ability to add their personal information or
communicate with healthcare professionals
through secure messaging. The researchers state
the possibility to implement a reminder function
that is sent from the system. A mobile app can be
useful for attracting younger users
(Eriksson-Backa et al., 2021). EHealth solutions
can significantly improve system productivity,
ease of access, and quality of service (Bendig et
al., 2022). According to researchers, they should
be developed with a view to the needs of a
specific group of patients and subsequently
tested in this group.
Volume 11 - Issue 60
/ December 2022
99
http:// www.amazoniainvestiga.info ISSN 2322- 6307
A conclusion can be made that overcoming legal
nihilism can solve a number of problems
occurring during the provision of electronic
administrative services in Ukraine. It is also
necessary to provide elderly citizens with
smartphones financed under the government and
presidential programmes (Kovtun et al., 2022).
The researchers maintain that the implementation
of the Diia. Barrier-free programme for people
with disabilities is also important.
Conclusions
The relevance of the research is determined by
the need to improve the existing research in the
field of electronic administrative services. The
intensifying interstate cooperation during the
military conflicts justifies the need to reduce
administrative barriers, increase the availability
of services, extend the deadlines for submitting
documents and procedures, etc. This situation
necessitates immediate electronic modernization
of the administrative service system.
In Europe, the role of functional interoperability
in the development of digital public services is
increasing in the context of modern challenges,
the impact of the initiative is analysed at the level
of the European Union. Decentralized digital
services, reusable design for future infrastructure
development form a strong cross-border
foundation and interoperable trans-European
digital communication for the public
administration sector. Strengthening cross-
sectoral cooperation of public authorities during
the provision of electronic services to ensure a
digital environment favourable to the elderly is
still the main challenge.
Finland’s national artificial intelligence
programme - AuroraAI - remains exemplary for
adaptation. Its implementation will allow the
authorities to provide administrative services
directly during people’s life events through
timely and active cooperation with other service
providers. My Kanta, the Finnish electronic web
portal, contributes to improving medical practice,
simplifying the appointment of diagnostic
procedures, sending warnings and reminders. In
the EU countries, special attention is also paid to
the issuance of construction permits. The
municipalities and public institutions in the EU
consider this service as one of the priorities in the
field of public services.
Russia’s aggression against Ukraine burst out on
February 24, 2022 fundamentally changed the
provision of administrative services in the
country. Among other things, the deadlines for
submitting documents and procedures were
extended, the process of providing administrative
services was simplified. New duties on
administrative bodies were imposed, new
services were created. These included
registration of damaged property, reimbursement
of the cost of accommodation of temporarily
displaced persons, etc.
The Ukrainian administrative service system
showed a high level of stability during military
operations. The positive points include the
availability of Internet access, the functioning of
electronic services, and the operation of the Diia
mobile application at a high level.
The findings can be used by the government of
Ukraine for the simplification and deregulation
of administrative services after the war. Some of
the solutions for the provision of electronic
administrative services implemented during
wartime may become permanent after re-
evaluation and adaptation to peacetime.
The experience of providing electronic
administrative services by the leading countries
in digital governance can become the basis for
finalizing digital innovations in the field of
administrative services during the post-war
recovery of Ukraine. Particular attention will be
paid to the availability of services under research.
The adaptation of the positive practices of the
Finnish government on the territory of Ukraine
will become a vector for further research and
thorough studies.
Bibliographic references
Attour, A., & Chaupain-Guillot, S. (2020).
Digital Innovations in Public
Administrations: Technological or Policy
Innovation Diffusion? Journal of Innovation
Economics & Management, 31, 195–219.
https://doi.org/10.3917/jie.pr1.0061
Bendig, J., Spanz, A., Leidig, J., Frank, A.,
Stahr, M., Reichmann, H.,
Loewenbrück, K. F., & Falkenburger, B. H.
(2022). Measuring the Usability of eHealth
Solutions for Patients With Parkinson
Disease: Observational Study. JMIR
Formative Research, 6(10), e39954.
https://doi.org/10.2196/39954
Decree No. 314-2022-п, Some issues of ensuring
the conduct of economic activities in the
conditions of martial law. The Verkhovna
Rada of Ukraine, 2022. Recovered from
https://zakon.rada.gov.ua/laws/show/314-
2022-%D0%BF#Text
100
www.amazoniainvestiga.info ISSN 2322- 6307
Decree No. 558/2019, On some measures to
improve the access of individuals and legal
entities to electronic services. The Verkhovna
Rada of Ukraine, 2019. Recovered from
https://zakon.rada.gov.ua/laws/show/558/20
19#Text
Decree No. 831-2021, Some issues of reforming
the state administration of Ukraine. The
Verkhovna Rada of Ukraine, 2021.
Recovered from
https://zakon.rada.gov.ua/laws/show/831-
2021-%D1%80#Text
Diia. (2022). Government services online.
(2022). Recovered from https://diia.gov.ua/
Eriksson-Backa, K., Hirvonen, N., Enwald, H., &
Huvila, I. (2021). Enablers for and barriers to
using My Kanta - A focus group study of
older adults' perceptions of the National
Electronic Health Record in Finland.
Informatics for Health and Social Care, 46(4),
399–411.
https://doi.org/10.1080/17538157.2021.1902
331
European Commission. (2022a). eGovernment
Benchmark 2022. Recovered from
https://digital-
strategy.ec.europa.eu/en/library/egovernmen
t-benchmark-2022
European Commission. (2022b). Digital
Economy and Society Index 2022. Recovered
from https://digital-
strategy.ec.europa.eu/en/library/digital-
economy-and-society-index-desi-2022
European Commission. (2022c). New
Interoperable Europe Act to deliver more
efficient public services through improved
cooperation between national administrations
on data exchanges and IT solutions.
Recovered from
https://ec.europa.eu/commission/presscorner
/detail/en/ip_22_6907
European Commission. (2022d). European
Declaration on Digital Rights and Principles
for the Digital Decade. COM(2022) 28 final.
Brussels, 26.1.2022. Recovered from
https://eur-lex.europa.eu/legal-
content/EN/TXT/PDF/?uri=CELEX:52022D
C0028
Eurostat. (2022). Building permits up by 15% in
2021. Recovered from
https://ec.europa.eu/eurostat/web/products-
eurostat-news/-/ddn-20221019-1
Hong, S., Kim, S. H., & Kwon, M. (2022).
Determinants of digital innovation in the
public sector. Government Information
Quarterly, 39(4), 101723.
https://doi.org/10.1016/j.giq.2022.101723
Jarke, J. (2021). Co-creating digital public
services for an ageing society. Evidence for
user-centric design. Cham: Springer.
https://doi.org/10.1007/978-3-030-52873-7
Kovtun, M. S., Moiseieva, E. O., &
Markosyan, V. G. (2022). Problems of
providing electronic services in Ukraine.
Analytical and Comparative Jurisprudence,
2, 163-167. https://doi.org/10.24144/2788-
6018.2022.02.31
Krakovska, A. E., & Babyk, M. K. (2022).
Digitalization of administrative services in
Ukraine: Problems and prospects of
development. Uzhhorod National University
Herald. Series: Law, 70, 329-334.
https://doi.org/10.24144/2307-
3322.2022.70.52
Law of Ukraine No. 1689-IX, On the
peculiarities of the provision of public
(electronic public) services. Verkhovna Rada
of Ukraine, 2021. Recovered from
https://zakon.rada.gov.ua/laws/show/1689-
20#Text
Leikas, J., Johri, A., Latvanen, M., Wessberg, N.,
& Hahto, A. (2022). Governing ethical AI
transformation: A case study of AuroraAI.
Frontiers in Artificial Intelligence, 5, paper
836557.
https://doi.org/10.3389/frai.2022.836557
Lindgren, I., Madsen, C. Ø., Hofmann, S., &
Melin, U. (2019). Close encounters of the
digital kind: A research agenda for the
digitalization of public services. Government
Information Quarterly, 36(3), 427-436.
https://doi.org/10.1016/j.giq.2019.03.002
Lynn, T., Rosati, P., Conway, E., Curran, D.,
Fox, G., & O’Gorman, C. (2022). Digital
public services. In: Digital Towns (pp. 49-
68). Cham: Palgrave Macmillan.
https://doi.org/10.1007/978-3-030-91247-
5_3
Mamatova, Т., & Sydorenko, N. (2020). The
system of administrative services in Ukraine:
Features of legal regulation. Public
Administration Aspects, 8(6), 164-177.
https://doi.org/10.15421/1520115
Menezes, V. G. d., Pedrosa, G. V., Silva, M. P.
P. d., & Figueiredo, R. M. d. C. (2022).
Evaluation of public services considering the
expectations of users—A systematic
literature review. Information, 13(4), 162.
https://doi.org/10.3390/info13040162
Ministry of Finance of Finland. (2022). National
Artificial Intelligence Programme AuroraAI.
Recovered from https://vm.fi/en/national-
artificial-intelligence-programme-auroraai
National Council for the Recovery of Ukraine
from the Consequences of War. (2022а).
Project of the Recovery Plan of Ukraine.
Materials of the "Digitalization" working
group. Recovered from
Volume 11 - Issue 60
/ December 2022
101
http:// www.amazoniainvestiga.info ISSN 2322- 6307
https://www.kmu.gov.ua/storage/app/sites/1/
recoveryrada/ua/digitization.pdf
National Council for the Recovery of Ukraine
from the Consequences of War. (2022b).
Project of the Recovery Plan of Ukraine.
Materials of the working group
"Construction, urban planning,
modernization of cities and regions of
Ukraine". Recovered from
https://www.kmu.gov.ua/storage/app/sites/1/
recoveryrada/ua/construction-urban-
planning-modernization-of-cities-and-
regions.pdf
Resolution of the Cabinet of Ministers of Ukraine
No. 1137. Оn the issue of the Unified state
web portal of electronic services and the
Register of administrative services
Verkhovna Rada of Ukraine. Recovered from
https://zakon.rada.gov.ua/laws/show/1137-
2019-%D0%BF#top
Resolution of the Cabinet of Ministers of Ukraine
No. 164. Some issues of notary public service
under martial law. Verkhovna Rada of
Ukraine. Recovered from
https://zakon.rada.gov.ua/laws/show/164-
2022-%D0%BF#Text
Sulonen, K., & Vastamäki, J. (2021). Improving
efficiency in Finnish public land use
processes – regulatory change and
digitalisation in focus. Nordic Journal of
Surveying and Real Estate Research, 16(1).
https://doi.org/10.30672/njsr.49388
Suomi.fi. (2022). Construction and renovation,
services. Recovered from
https://acortar.link/AdFrWU