Digitalization of social services: e-case management functionality presented in Kyiv

To ensure the successful launch of electronic case management in Ukraine, the team of the Ministry of Social Policy, with the support of the United Nations Children's Fund (UNICEF), organizes regional events within the series “Digitalization of Social Services: Case Management as a Key Tool”. The next presentation took place in Kyiv, where social sector specialists from the capital got acquainted with the functionality and discussed its main features.

“Despite the ongoing unprecedented challenges of war, we must comprehensively provide social support to those in need. The system of social services still remains on paper, so the transition to digitalization is a big step forward. It will allow us to see the full picture of a person's or family's situation based on data and analytics. We are now actively preparing to launch the functionality in all regions of Ukraine, and we will flexibly update it during the first year.”

- said Kostiantyn Koshelenko, Deputy Minister of Social Policy for Digital Development, Digital Transformation and Digitalization (CDTO).

Among the features of electronic case management, the most important are:

• citizens will be able to submit online applications for social services and track the status of their applications;
• a team of specialists will be able to distribute and control their workload, and spend less time on reporting;
• representatives of DLSPs will be able to process appeals and messages faster, as all the necessary documents will already be in the system.

Kostiantyn Koshelenko called on experts to share their comments and recommendations, as the most common technical errors were promptly eliminated during beta testing covering the territorial communities of Vinnytsia, Dnipro, Poltava, and Cherkasy regions. Since July 2024, representatives of social protection agencies and social service providers have been testing the capabilities of electronic case management there.

“A constant focus on users is the principle that guides us when implementing services in Kyiv. In particular, social ones. Already, these projects are helping Kyiv residents get the services they need quickly and conveniently. In addition, one of the advantages of digital tools is the ability to receive feedback. Therefore, digitalization will not only allow social service providers in the private, public, or municipal sectors to compete, but also to improve services and facilities themselves.”

- emphasized Petro Olenych, Deputy Head of the Kyiv City State Administration for the Exercise of Self-Governing Powers in the Field of Digital Development, Digital Transformation and Digitalization (CDTO).

According to Yuriy Konovalov, Director of the State Enterprise “IEC of the Ministry of Social Policy of Ukraine,” a special chatbot has been developed for users of the functionality, which has answers to 80% of the most frequently asked questions. For example, they are interested in how to change administrator credentials, how an application is processed, and whether it is necessary to enter cases that are already on paper and in work into the system. You can also learn how the functionality works by watching a series of training videos that are already available on the company's YouTube channel. All of this is also used during the training that is underway for 2,500 specialists in anticipation of the launch of the electronic case management functionality.

We would like to remind you that the functionality was also presented in Kharkiv and training for specialists was announced there.

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