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Principal reformation of organization of work with the citizens’ appeals to the Government, central and local executive power bodies of Ukraine

From EPSA - European Public Sector Award

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Short description of the project

The amount of citizens' appeals to Government of Ukraine had reached 135 thousand per year during 2003 - 2006. The organizational culture of citizen’s appeals consideration by the government bodies was one of the most conservative and the quality of authorities’ reply had not met the needs of both state leaders and citizens. That is why the Cabinet of Ministers of Ukraine had formed a division authorized for consideration of citizens’ appeals to Government. To improve the practice of citizens appeals processing there was launched the innovative project which included development and implication of complex normative-legal, organizational-methodical, technical, informative and analytical arrangements to improve principally the organization of work with the citizens' appeals to the Government, central and local bodies of executive power of Ukraine.

Current status and future steps for the project

The results of project implementation include the installation and use of the integrated information - analytical computer system for citizen’s appeals processing and control of tasks accomplishment raised through these appeals by the Cabinet Secretariat. There are obvious evidences of the initial project goals accomplishment: the Cabinet Authorities and the Public are regularly informed on the state of the citizens appeals processing in all executive bodies of Ukraine; citizens have a possibility to receive necessary information effectively using the first in the country specialized consultancy web-site; the quality of citizens appeals processing are enhanced and the performing discipline is dramatically raised. Future steps on the project include: development of national legislation including the implementation of administrative jurisdiction mechanisms such as a non-court procedure for administrative processing of citizen's requests and complaints; future improvement of the integrated system through implementing e-government processing, registration and automatically processing of the electronic citizens appeals using electronic digital signature (project “Citizen’s appeals on-line”); dissemination of the experience and information technology for citizens' appeals processing among the public authority bodies, in particular, at the Office of the President of Ukraine; organizational development of DCA.

Lessons learned

The importance of a team work; transparency and openness of the power; use of modern information technologies and participatory approach in organizational development.

Award info
Award category: collaborative governance
Award type: submission
Award year: 2007
Project type
Sector: other
Type of activity: community and stakeholder participation
Keywords: citizen's appeals, process management
Short English description: establishment of a citizen appeal entity within the government of Ukraine
Further information
Organisation: Department for Citizens’ Appeals (DCA) of the Secretariat of Cabinet of Ministers of Ukraine
Other applicants:
Homepage: http://kmu.gov.ua/zvg
Level of government: national level
Size of organisation:
Number of people involved:
Country: Ukraine
EU membership: other European country
Language code: en
Start date: 2003/01/01
End date: 2007/12/31


Principal reformation of organization of work with the citizens’ appeals to the Government, central and local executive power bodies of Ukraine (50.453629° N, 30.503828° E)
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