How the global trend of digitalisation is transforming public services: the case of the Diia app in Ukraine

The digital transformation of public services has become a key tool for the development of modern countries and for increasing citizens' trust in the government. Ukraine is one of the most striking examples of how technology can make a country more open, faster, and more convenient for people. Learn more about the ‘Dii’ phenomenon and how Ukraine became a world leader in e-governance

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Digitalisation has become one of the main drivers of development in the 21st century. The world is rapidly transitioning to new formats of public administration, where paper certificates, queues and bureaucracy are becoming a thing of the past. Countries on different continents are introducing electronic services to bring the state closer to its citizens. Ukraine has become one of the most successful countries in this transformation, rising from 102nd place in the UN global ranking for online service development to fifth place.

The Diya app is not just a symbol of a digital state recognised around the world. Its impact on public administration, business and Ukraine's international image is phenomenal.

How this became possible and what Ukraine's success means for the world is explained further in this article.

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Digitalisation as a global trend

The global digital transformation has swept through government systems from Singapore to Estonia. Countries are transitioning to full e-governance, where transparency, speed, convenience, and security are key values.

Estonia has created an ‘e-residency’ model that allows entrepreneurs from any country to start a business online. In Singapore, all government services are available through the SingPass platform, and in South Korea, citizens use a single Smart Nation system to access services ranging from healthcare to transportation.

Digitalisation has become not just a technical process, but a philosophy of interaction between the state and society. In a world where time and trust are the most valuable resources, digital solutions have become the main tool for modernising government.

The case of Ukraine: ‘Diia’ as a symbol of the digital state

The idea of creating “Diia” was born in 2019, when the Ministry of Digital Transformation set an ambitious goal — to make Ukraine a ‘state in a smartphone’. Within a few months, citizens gained access to the first digital documents, and later to hundreds of online services: from business registration to obtaining certificates, social benefits and documents for internally displaced persons.

Today, Diia offers digital passports, driving licences, COVID certificates, the ability to pay taxes, file tax returns, register as a sole trader, and even receive assistance during martial law. During the war, the app became a key tool for communication between the state and its citizens.

The result is impressive: Ukraine has risen from 102nd to 5th place in the UN Online Services Development Index, becoming an example for many countries. The Diia model is already being discussed at global forums, and Ukraine's experience is being studied in Europe.

How does digitalisation affect citizens and businesses?

Diia has radically changed the relationship between the state and the people. What used to take days and visits to government agencies now takes a few minutes on a smartphone.

For citizens, this means less bureaucracy, transparent procedures, and minimised corruption risks. Businesses have gained quick access to registrations, licences, and financial reports online. Ukrainians abroad can use digital documents and obtain certificates without visiting consulates.

Diya has become particularly valuable during crises: the eSupport payment programme, reports of destroyed housing, digital certificates for military personnel and displaced persons — all this has shown how technology can become a social shield for the state.

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The Ukrainian digital model in a global context

The experience of Diia has attracted the attention of governments and technology companies around the world. Ukraine has become one of the drivers of a new direction — GovTech, where innovation combines public administration, security, and service.

The Ukrainian model is already being studied by countries in Europe, Latin America and even Asia. At the same time, the state faces challenges — strengthening cybersecurity, increasing the digital literacy of the population and ensuring equal access to the internet. But the main achievement is already evident: Ukraine has shown that even in times of war, it is possible to build an effective digital state.

The role of Visit Ukraine in Ukraine's digital ecosystem

The Visit Ukraine portal combines convenient online solutions for Ukrainians in Ukraine and abroad: medical insurance and car insurance, booking tours and transport tickets, legal advice for Ukrainians and foreigners, assistance with documents and legal issues, etc.

Visit Ukraine actively supports the state's digitalisation strategy by cooperating with official initiatives and helping to spread the positive image of ‘digital Ukraine’ around the world. Thanks to this, Ukrainians abroad have access to the necessary services in just a few clicks — just like in a real digital state.

Ukraine has proven that it can be a technological leader even in the most difficult conditions. ‘Dія’ has become a symbol of trust, transparency, and modernity for a state that is recognised around the world.

This is just the beginning of the journey to a fully-fledged e-state, where every Ukrainian has access to services without queues, paperwork, or corruption.

Stay tuned to the Visit Ukraine portal to keep up with new digital opportunities, apply for services online, and learn how innovation is helping Ukrainians around the world.

Reminder! Ukraine is undergoing a moment of rethinking itself — a country that defends freedom while opening its culture, nature, and history to the world as a source of inspiration and strength. From art to sustainable tourism, every field is becoming part of the global conversation about modern identity and development. How Ukraine is transforming its resources into a tool for revival and international recognition — we tell you here.

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