Services linked to expanding the functionality of the "Diia.gov.ua" portal (Electronic application for Social services)

RFP No.: 383-2021-UNDP-UKR-RFP-DIA

Project name: UNDP: Digital, Inclusive, Accessible: Support to Digitalisation of State Services in Ukraine (DIA Support) Project

Contract Reference Number: UKR/2021/383

Description: Services linked to expanding the functionality of the "Diia.gov.ua" portal (Electronic application for Social services)

Social protection of the population is a system of economic, social, and organizational measures provided by the state, aimed at supporting the most vulnerable groups (pensioners, people with disabilities, war veterans, large families, orphans, children deprived of parental care, children who are in difficult life circumstances, and other categories of persons entitled to state aid and benefits in accordance with the law). The processes of digitization and digital transformation in the social protection sphere has, until recently, been mostly patchy, and only several social services were made available electronically (with different levels of efficiency) through the website of the Ministry of Social Policy of Ukraine (MSP):
 Allocation of a housing subsidy;
 Allocation of welfare payments linked to birth of a child;

Due to a decentralized MSP IT architecture and obsolete IT systems, both services were implemented as standalone sub-systems, which resulted in the following inefficiencies:
 manual application transfer from the MSP eService portal to the payment distribution systems by a specialist processing applications;
 absence of application pre-fill functions and no application history available to users;
 a complex and non-user-friendly user experience, especially for the elderly.