Kyiv

1. Enablers

1.1 - Skills

Has the local authority provided training on service design or user research to its employees in the last three years?

Yes

If yes, provide the evidence, including the approximate number of people trained

1000

Has the local authority provided training on ICT to its employees in the last three years?

Yes

If yes, provide the evidence, including the approximate number of people trained

200

Has the local authority provided training on ICT to citizens in the last three years?

Yes

If yes, provide the evidence, including the approximate number of people trained

200

1.2 - Strategies

Does the local authority have a digital strategy less than three years old?

Yes

If yes, provide the evidence

https://kmr.gov.ua/sites/default/files/461-6512.pdf

Does the local authority have a position of Chief Digital Officer or equivalent?

Yes

If yes, provide the evidence

Chief Digital Transformation Officer of Kyiv (CDTO) and Deputy Mayor of Kyiv

Does the local authority have formal service standard (like for instance the UK Government Digital Service standards)?

Yes

If yes, provide the evidence

The standard of service for urban digital services has been developed and is in the approval stage for further consideration of the Kyiv City Council.

Does the local authority have design guidelines valid across departments, including for instance standards or protocols for simple language?

Yes

If yes, provide the evidence

During the design of information systems common principles and practices of projecting are used. Development of specialised formal principles for the city is planned in 2024.

Does the local authority have in place formal methods to monitor and enforce such service standards and design guidelines?

Are service design or user experience mentioned in digital strategy or some other strategy level document?

Yes

If yes, provide evidence

Yes, design and user experience are defined at the level of the document and standard which are given in the link https://design.gov.ua/ua and https://kmr.gov.ua/sites/default/files/461-6512.pdf

1.3 - Ecosystem

Does the local authority provide APIs to other administrations and to private companies?

Yes

If yes, how many external organisations (public and private) access the API monthly on average?

15 Yes, currently the local government provides APIs for example: address register, open data from the local budget, reporting, ect.

Does the local authority use standardised services modules, provided at national or European level (e.g. CEF building blocks, national payment service or eID)?

Yes

If yes, provide evidence of standardised services modules

Bank ID, ID Gov, EDS https://petition.kyivcity.gov.ua/

Has the local authority carried out within the last two years innovative forms of procurement, such as pre-commercial procurement, hackathons, other forms of collaboration with SMEs and startups?

Yes

If yes, provide evidence of collaborations carried out

https://kyivcity.gov.ua/news/Kyiv_Smart_City_App_u_kiyevi_proyde_khakaton_dlya_it-fakhivtsiv/ https://www.facebook.com/events/663264037701675

2. User-Centricity Performance

2.1 - Co-creation

Does the local authority habitually (as standard practice on every new digital service) use service co-design / user research sessions in developing its services before their launch?

Yes

If yes, provide evidence on the type of service sessions

The working on the Kyiv Digital city application collaborated with educational platforms that improve skills of UX/UI designers and developers. In our projects with mentors and students of the platforms "Projector" and "Servis.Co" we co-create new visuals of our old services and got new inspiration for creating some new ones. Based on both results of workshops and users research. The practice of current joint projecting of new digital services is included in the draft Standard of Service for urban digital services, which is in agreement for further conversation of the Kyiv City Council. -coordination of purchases with the structural divisions of Kyiv City Council -agreements between the utility company and departments of information exchange. Access to registries and systems based on the regulation of systems or decisions of the Kyiv City Council State Administration.

Does the local authority habitually carry out users' research sessions on a regular basis (at least once a year) AFTER the launch of a service?

Does the local authority habitually use specific service co-design / user research sessions with disadvantaged communities (e.g. minorities, elderly, disabled people, etc.)?

Yes

If yes, provide evidence of research sessions with disadvantaged communities

https://kyivcity.gov.ua/pilhy_dovidky_ta_sotsialnyi_zakhyst/invalidam/

Does the local authority habitually use web analytics and other service data to improve digital services (e.g. completion rates and most frequent errors)?

Yes

If yes, provide evidence of web analytics examples employed

Apifigure, firebase, Google/Apple analytics, ect. Feedback analysis.

Does the local authority habitually plan for releasing regular (at least once a year) new releases for existing digital services (not including technical updates automatically provided by software provider)?

Yes

If yes, provide evidence

https://drive.google.com/file/d/1Ps28lgS-YuIpWqJe_QWBhaoxSoOqRYSq/view?usp=sharing

2.2 - Supply of online services

Does the local authority provide the majority of services fully online (out of total services provided that could potentially be digitalised)?

Does the local authority have a dedicated app that is downloaded by more than 20% of the population?

Yes

If yes, provide evidence (e.g. name of the app)

Kyiv Digital https://kyiv.digital/start 1551 - https://apps.apple.com/us/app/1551/id1467167838

Does the local authority offer at least one proactive service, where users are automatically signed up for a service based on the government-held data?

Has the local authority already fulfilled the requirements of the <a target="_blank" href="https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=uriserv:OJ.L_.2018.295.01.0001.01.ENG&toc=OJ:L:2018:295:TOC">Single Digital Gateway</a> (deadline end of 2022)?

Does the local authority provide habitually to citizens the possibility to check online the progress status of the services they request?

2.3 - Useability

Do all the websites or websites sections of the local authority have consistent design and look&feel?

Yes

If yes, explain how (e.g. use of colour palette, consistent text size and fonts used, etc)

Use of a colour palette, same text size and fonts.

Does the local authority provide the possibility to citizens to have live audio/video interaction (such as videoconference or single telephone number)?

Yes

If yes, provide evidence on what type of interaction

Technical support for every digital project (telephone, social media) 1551- https://1551.gov.ua/

Are the local authority web services in line with <a href="https://www.w3.org/TR/WCAG21/" target="_blank" >accessibility guidelines (WCAG)</a>?

Yes

If yes, provide examples of WCAG guidelines compliance with web services

Within the implementation of projects, these recommendations are taken into account at the level of terms of reference and will be available by the end of the year after their publication.

2.4 - Security and privacy

Are the users able to use national eID, as a means of authentication for online services requiring authentication?

Yes

If yes, provide evidence

Digital ID

Has the local authority put in place measures to ensure citizens' control over the data held about them (such as seeing who has access to the data and for what reason, correcting data, etc.)?

Has the local authority in place documents on measures, practices or procedures on ICT security?

Yes

If yes, provide evidence of what documents

For all products related to the processing of personal data, an integrated information protection system is built, which is compulsory certified by the state authority. Certified software and hardware complexes for traffic and data encryption are used as protection systems, as well as control over user account management policies.

2.5 - Citizens redress and feedback mechanisms

Does the local authority provide online mechanisms for both citizens and businesses to complain and seek change to a decision?

Yes

If yes, provide evidence on what online mechanisms for complaints have been put in place

1551- https://1551.gov.ua/ Petitions: https://petition.kyivcity.gov.ua/

Has the local authority put in place structured means for users to provide feedback?

Yes

If yes, provide evidence on how users can provide feedback

We have a large number of communication channels with citizens- technical support, social media pages and hotlines. There is a survey module through which communication takes place with residents regarding the improvement of services, the work of the city government, transport, subway, services in the centre of administrative services. Also negotiated the improvement of urban infrastructure.

2.6 - Interoperability

Has the local authority policies in place to encourage the use of open source solutions?

Yes

If yes, provide evidence

https://dei.kyivcity.gov.ua/files/2018/1/11/Strategia.pdf

3. Outcome

3.1 - Adoption

Considering only services that are available online, are the majority of transactions carried out online?

Does the local authority publish data on usage of online services (such as a dashboard with metrics on transactions) on a regular basis?

3.2 - Reduction of burden

Does the authority measure the average time saved by citizens when using an online service compared to the offline one?

Yes

If yes, provide the evidence, including the results

The algorithm for getting a car after its evacuation now takes half an hour instead of half a day in queues. In stead of spending 5-10 minutes in lines at the tickets office buying tickets - though the application, paying for the fare, takes 5 seconds.Instead of looking for a parking meter and paying through it within 5-8 minutes you can pay for parking in three taps through the application.

Does the authority measure the amount of annual financial savings for the public administration?

3.3 - Satisfaction

Does the local authority measure the citizens’ level of satisfaction with regards to the services’ provision?

Yes

If yes, provide some evidence including the use of standard methods (such as Net Promoter Score)

Survey in the Kyiv Digital app Results of the survey: https://drive.google.com/drive/folders/10D25sbowTYyalJXJymYJNL6Z8plj083_

Is the share of satisfied users above 80%?

Yes

If yes, provide the numbers

Are you satisfied with the Kyiv Digital city application? 30% Yes, very much! I would even recommend the app to my friends 52% Yes, I like everything 17% In general, everything is fine, but sometimes crashes are annoying 1% No, it is inconvenient for me