A Step to Decentralisation of the Administrative Service Provision

May 16, 2014

In the picture - CASP in Lugansk

May 16, Kyiv:  The Cabinet of Ministers of Ukraine has adopted the Resolution “Some Issues on Provision of the Administrative Services of the Bodies of Executive Power through the Centres for Administrative Service Provision (CASPs)”. From now on, citizens will receive the most popular administrative services through the CASPs, including registration of civil status, business, real estate, land plots, residence, and passports. As mentioned in the monitoring reports from UNDP partner CSOs, until now expanding the list of administrative services provided in accordance with the one-stop-shop principle was one of the most frequent requests from citizens.

Since January 2013, the EU/UNDP Project "Smart  Practices  for  Oversight by Non-State Actors on Administrative Service Provision” has worked on raising the quality of administrative services provision through the establishment of an effective feedback loop between the service providing agencies and the civil society organisations.

Under the project support, 15 CSOs implemented their public monitoring initiatives in 23 Ukrainian municipalities to assess the primary issues with administrative service provision and suggest ways for improvement. These CSOs concluded that citizens consider the CASPs to be institutions that provide administrative services in a more convenient and accessible way than the traditional service provision from sectoral departments and institutions.

Since September 2012, when the Law of Ukraine “On  Administrative  Services” was adopted, many CSOs have pointed out the need to expand the list of administrative services provided in accordance with the one-stop-shop principle through the CASP. This Resolution of the Cabinet of Ministers was supposed to be adopted by 6th April 2013, but was delayed. Some of the CASPs (e.g. in Ivano- Frankivsk and Lugansk municipalities) negotiated with their local and regional authorities to have certain services handed over to them, but this was an exception rather than a regular practice.

The new resolution envisages that all CASPs operating based on the one-stop-shop office principle will provide the most popular administrative services to the citizens, including the following:

  • civil status registration;
  • residence registration;
  • issuing passports (first internal and from January 1, 2015  foreign passports);
  • registration of individual entrepreneurs and legal entities;
  • registration of rights to real estate;
  • land issues.

The changes introduced by the Resolution are related to the services provided by:

  • the State Registration Service;
  • the State Migration Service;
  • the State Agency for Land Resources of Ukraine.  


In the picture - electronic line terminal, CASP in Ivano- Frankivsk

Upon adoption of the resolution, handingover the administrative services to the CASPs will take place through a step-by-step process. The specialized agencies will remain responsible for the contents of the majority of the services. During the transition period, the changes enabling the provision of the “quick services” by the CASP administrators will be introduced (simple registration acts, issuing certified copies of the entries, and excerpts from the registries).

This decision is the first real step towards decentralization and bringing the services closer to the clients, as the CASPs are established at the level of City Councils and Rayon State Administrations. Service delivery through CASPs is convenient and comfortable for customers as the Centres have extended office hours, open offices, transparent environments, line regulation mechanisms, and convenient waiting spaces.

The next steps of the administrative services reform include optimising the legislation on payments for the administrative services, adoption of the legislation on the administrative procedure and improvement of the procedures in certain sectors. 

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