75% of Ukrainians are satisfied with digital public services – GovTech Pulse survey results

According to the GovTech Pulse survey conducted in April 2025, 75% of Ukrainians are satisfied with how digital public services work in the country.

The survey was conducted by the Global Government Technology Centre (GGTC) Kyiv in partnership with the Info Sapiens research agency. It covered a representative sample of residents from all regions of Ukraine (excluding temporarily occupied territories). The study followed the same methodology used in 13 other countries, allowing Ukraine’s results to be compared with global leaders in digital services.

«Over nearly six years, Ukraine has redefined what a digital state can be – setting a new global benchmark for citizen-centric governance. From one of the world’s first digital passports to record-fast online business registration, we’ve implemented digital reforms that fundamentally changed how the government interacts with people through Diia ecosystem (Diia app and Portal, Diia.Education. Diia.Business, Diia.City, Diia.Engine, Diia.Digital Hromada). With Ukrainians in mind, we’ve delivered practical, tech-driven solutions that responded to real needs – in peacetime, through the COVID-19 crisis, and during the full-scale russian invasion – eRecovery, IDP status, Diia TV and Diia Radio, online marriage, and others. Even in wartime, Ukraine is proving that the future of government can be digital, adaptive, and deeply human», – Valeriya Ionan, Deputy Minister of Digital Transformation for European Integration.

«The introduction of digital services by the state is designed not only to make receiving public services more convenient and faster, but also to add transparency. That is why the “digital state” is an important element of anti-corruption policy. In 2023, the National Agency on Corruption Prevention of Ukraine (NACP) began measuring public awareness of online services. Its monitoring shows a statistical increase in usage: in 2024, awareness rose to 36%, compared to 29% in 2023, and significantly more people are now using these services», – said Dmytro Savchuk, Info Sapiens Director.

Key survey findings:

• 75% of respondents are satisfied with public services;
• 86% rate digital services provided by businesses positively;
• Narrow satisfaction gap: Ukraine’s 11% gap between public and private service satisfaction is significantly lower than the 21% average across 13 other countries surveyed in Deloitte’s 2023 Digital Citizen Survey;
• 55% of Ukrainians used at least one digital public service in the past year;
• Young people and urban residents are the most active users, though digital engagement is growing across all age groups;
• 74% of young respondents support the development of artificial intelligence (compared to 35% among those aged 60+);
• Over 75% identified cybersecurity, drones, and the rollout of 5G/6G as top tech priorities.

«At GGTC Kyiv, we see data not just as a metric, but as a call to build trust and design digital services that are truly citizen-centered. That is why the GovTech public opinion survey marks one more milestone on Ukraine’s path toward a citizen-centered digital state – one that is inclusive, data-driven, and future-ready», – Zoya Lytvyn, Head of GGTC Kyiv.

The survey’s results are more than just a snapshot – they are a practical roadmap. They highlight what’s working, and where improvements are needed, whether in user experience, service design, or public awareness.

«I believe data provides clear answers to complex questions. This report is more than public opinion – it’s a practical tool for policymakers, donors, and businesses to see where the digital state excels and where it needs improvement. High satisfaction with government digital services reflects trust but also raises expectations and responsibility. This is especially important to us, as East Europe Foundation, in partnership with the Ukrainian Government under the Swiss-Ukrainian EGAP Program, has helped develop over 60 digital public services. We share this responsibility with the state», – said Victor Liakh, East Europe Foundation President.

About GovTech Pulse:

The goal of GovTech Pulse is to continuously improve digital services using real, citizen-driven data – making them more convenient, more trustworthy, and more transparent.

The GGTC Kyiv represents the second centre globally with a focus on GovTech and is supported by EGAP Program, implemented by East Europe Foundation with support from Switzerland, and initiated by the Ministry of Digital Transformation of Ukraine and the World Economic Forum.

Learn more about the GGTC: https://www.kyivgovtechcentre.org/home

Learn more about the research: https://www.kyivgovtechcentre.org/govtech-pulse