From digital to agentic: Ukraine's public sector transformation

Over the past six years, Ukraine has transformed its public sector, rising from 102nd to fifth globally in the UN Online Services Index. Through the Diia ecosystem, citizens can access digital documents and more than 200 government services via a unified app and portal. Yet as services expanded, many citizens still struggled to identify the right service or navigate procedures efficiently. To address this, Ukraine is moving beyond static digital platforms towards an agentic model in which the state proactively delivers personalized services with minimal friction.  

How Diia.AI works: conversational access to government services

Diia.AI serves as a national AI assistant that enables citizens to access public services through conversational interaction. Unlike traditional chatbots, it not only provides guidance but executes services end-to-end. For example, a citizen can request an income certificate in natural language, specify the time period and receive the official document within minutes. Human oversight remains central: Diia.AI follows a zero-trust approach, adheres to strict data protection standards and does not grant the model direct access to personal data.  

Early results and responsible deployment

Since its launch in September 2025, Diia.AI has been used by more than 290,000 citizens and issued over 7,000 income certificates. Continuous feedback mechanisms support system improvement, while resilience and bias mitigation were strengthened through adversarial testing. A phased rollout, beginning with the web portal before scaling to the full over 24 million-user app, ensured controlled deployment. In parallel, AI tools within the Diia support team now process 90% of the over one million citizen inquiries, further enhancing responsiveness and efficiency.