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Prior to Russia’s full-scale invasion, Ukraine was already advancing a vision of digital governance designed to streamline interactions between citizens, businesses, and the state—eliminating bureaucracy, enabling paperless and cashless services as well as enhancing transparency.

The government recognized technology’s potential to increase efficiency, accountability, and citizen participation while combating corruption. However, the war has further underscored the strategic role of digital transformation in ensuring continuity of governance, national resilience, and defense.

Ukraine has emerged as a global leader in digital innovation, leveraging technology to sustain governance functions and provide critical public services despite the crisis. Today, Ukraine ranks fifth globally in digital public service development, according to the Online Services Index, a component of the United Nations E-Government Development Index, which evaluates 193 countries. This marks a dramatic rise from 102^nd place in 2018, reflecting an ascent of 97 positions in just six years. These figures demonstrate the extraordinary progress achieved in Ukraine’s public sector digital transformation.

DIIA - THE STATE IN A SMARTPHONE

The foundation of Ukraine’s digital transformation was laid before the war began. President Volodymyr Zelenskyy’s vision of a “state in a smartphone” was institutionalized through the creation of the Ministry of Digital Transformation in 2019, led by Vice Prime Minister Mykhailo Fedorov. The Ministry introduced a Chief Digital Transformation Officer (CDTO) system at all levels of government, ensuring decentralized and harmonized implementation of digital initiatives.

A landmark development was the launch of the Diia ecosystem in 2020, embodying a digital-first, mobile-first approach. Diia ("Action" in Ukrainian) serves as an integrated platform offering digital identification and public services. Ukraine became the first country in the world to introduce a digital passport with full legal equivalency to physical documents and the fourth in Europe with a digital driver’s license. It also provides a fully automated business registration process, reducing the process to just 10 minutes.

By 2025, Diia had expanded to over 140 digital services, with approximately 22 million users. Recently, TIME recognized Diia as one of the world’s most groundbreaking innovations, highlighting the first-ever fully digital marriage registration service available through the app. Diia was created with a clear vision: to make government services easily accessible, convenient, and human-centered. 

DIGITAL PUBLIC INFRASTRUCTURE AND WARTIME ADAPTATION

Ukraine’s investment in digital infrastructure proved critical for maintaining governance and citizen support during the war. The displacement of over 12 million people necessitated robust digital identity solutions. Diia facilitated access to essential documents, allowing displaced individuals to establish their identity without physical papers. Several neighboring countries recognized Diia-based digital documents, easing border crossings and administrative processes.

Facing constant cyberattacks and physical destruction of digital infrastructure, Ukraine adapted by leveraging cloud-based solutions and satellite internet. Amendments to data protection laws enabled government data storage in international cloud facilities. Additionally, the integration of satellite communication provided resilient connectivity for critical infrastructure, including medical and energy sectors.

Diia also played a crucial role in crisis response. Within weeks of the invasion, the government used Diia to register internally displaced persons (IDPs), enabling direct digital applications for financial aid. Millions of citizens are utilizing the platform for rapid cash assistance, reducing the administrative burden of traditional aid distribution. The government further expanded Diia’s wartime services to include military bond purchases, damaged property compensation claims, and a system for reporting enemy movements, which enabled verified citizens to submit geolocation data on Russian military activities.

The Diia ecosystem extends beyond public services, fostering digital business development, education, and innovation.  

• Diia.Business: A national initiative supporting small and medium enterprises (SMEs) with expert consultations, grants, and international trade access. It includes a network of 14 hubs across Ukraine and one in Warsaw.
• Diia.Education: A digital literacy and upskilling platform with over 2.4 million users engaging in interactive learning tools.
• Diia.City: A legal and tax framework designed to attract IT investment and streamline operations for tech companies, hosting over 1,560 resident firms, including global industry leaders.
• Diia.Engine: A low-code open-source tool empowering government agencies to rapidly develop and deploy digital services.

The Ministry of Digital Transformation continues to spearhead additional initiatives, including , , , and ,  further strengthening Ukraine’s digital governance model. Each pillar of the Diia ecosystem is intentionally designed to streamline processes, empower citizens, and enhance resilience. 

LESSONS TO MODERNIZE PUBLIC SERVICE DELIVERY

Ukraine’s digital governance model demonstrates that even under extreme conditions, technology can enhance state resilience, strengthen citizen engagement, and modernize governance. The country’s experience underscores the potential of digital infrastructure to sustain governance functions, support economic activity, and facilitate public participation. By strengthening state digital capabilities, integrating mobile-first principles, decentralizing data security, and open-source frameworks, Ukraine has provided a replicable blueprint for digital transformation worldwide.

1. Rebuilding and redesigning systems, not merely digitizing processes: The Ministry of Digital Transformation prioritized redesigning and reengineering services from the ground up rather than merely transferring existing bureaucratic processes online. This has resulted in streamlined, user-friendly systems that set a global benchmark for digital governance.
2. Ecosystem approach to digital public infrastructure: Diia exemplifies a holistic approach, integrating e-governance, business services, education, digital identity, and data exchange within a unified framework, ensuring scalability and sustainability.
3. Cultural shift in government-citizen relations: By fostering trust and demonstrating efficiency, Diia has reshaped public perceptions of government. The emphasis on accessibility, transparency, and ease of use has strengthened civic engagement and digital adoption.
4. Resilience and adaptability in crisis: Ukraine’s rapid deployment of new digital services during wartime—such as emergency financial assistance and defense-related citizen engagement tools—illustrates the importance of flexible, responsive digital infrastructure.
5. Open-source innovation for global adoption: By open-sourcing the Diia platform, Ukraine has positioned itself as a leader in digital public infrastructure, enabling other countries to adopt and tailor its governance solutions.
6. Digital inclusion and accessibility: Widespread adherence to highest accessibility standards ensure that digital services reach all segments of society, including marginalized and vulnerable populations.