“Why Ukraine Leads the World in Digital Government Services Despite War and Crisis”

The Day War Began: A Minister’s Escape from Kyiv

On 24 February 2022, as Russia launched its full-scale invasion, Deputy Minister Aleksandr Bornyakov recalls driving west under heavy gunfire while the capital burned.

iia: Ukraine’s Digital Government App Launched in 2019

Launched before the war, the Diia app allowed citizens to access key documents like driving licences, marriage certificates, and house deeds directly from their phones.

Pandemic Push: How Covid Boosted Diia App Usage

During the pandemic, Diia integrated Covid certificates, bringing 2–3 million new users and expanding digital access rapidly.

Diia Today: 40 Government Services in Your Pocket

Despite the ongoing war, Diia now hosts over 40 services — from tax payments to marriage applications — and even fun features like Eurovision voting.

Expanding Access: Diia Portal Offers 130 Services

Beyond the app, the web-based Diia portal provides 130 digital services to both citizens and businesses across Ukraine.

22.7 Million Users: Ukraine’s Digital Reach

With nearly 23 million users, Ukraine has emerged as a global leader in digital governance, surpassing even tech-advanced nations like Estonia.

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Ukraine’s Secret Weapon: A Skilled and Cost-Effective IT Workforce

Ukraine’s 300,000 software developers, experienced in global outsourcing, helped create Diia at a fraction of the cost of Western projects.

The Backbone of Success: Ukraine’s Data Exchange System

Inspired by Estonia, Ukraine built a national data exchange platform, allowing smooth data flow between departments and reducing paperwork for citizens.

Adapting to War: Digital Tools for a Nation Under Attack

During the war, Diia added 15 new services — including compensation for damaged property and reporting enemy troop locations.

Future Plans: AI to Revolutionize Government Services

Ukraine is now working on integrating AI into Diia, aiming to guide users through government processes more smoothly — though experts urge caution and data quality.