Nataliia Aliushyna, Head of the National Agency on Civil Service, delivered an opening address at the seminar ‘Quality management in Ukraine’s administrative service centres based on the CAF model’

The event served as a professional discussion platform for exploring contemporary approaches to the quality management of administrative services and their implementation within administrative service centres.

Representatives from government bodies, local authorities, centres for administrative services, the expert community and international organisations took part.

In her opening speech, Nataliia Aliushyna outlined the key challenges and priorities for the development of the administrative services system in Ukraine. She emphasised that, in the context of martial law, reconstruction and digital transformation, the quality of public services takes on strategic importance. This is not just about the efficiency of the service, but about public trust, the institutional resilience of the state, and the ability of communities to meet people’s basic needs.

“Today, the quality of administrative services is about much more than just providing a service. It is an indicator of trust in the state, its institutional capacity and its ability to respond to citizens’ requests in challenging circumstances,” emphasised the Head of the NAUCS.

Particular emphasis was placed on the need to develop a people-centred approach. According to Nataliia Aliushyna, a modern centre for administrative service should operate as a fully-fledged service organisation. This involves having clear processes, standardised procedures, professional staff, effective management, the use of digital tools, and systematic feedback from citizens.

“The CAF model enables a shift from sporadic changes to a systematic approach to quality management. It fosters a culture of continuous improvement based on data, self-assessment and clear management decisions,” pointed out Nataliia Aliushyna.

During the seminar, participants examined the CAF model in detail as a tool for the comprehensive assessment of public sector organisations. The programme included presentations on the CAF criteria and sub-criteria, an analysis of the stages involved in implementing the model, practical case studies of its application in centres for administrative services, as well as group discussions aimed at identifying strengths and ways to improve.

Particular attention was paid to the role of the Ukrainian National CAF Centre and the further steps required to promote this model across the network of administrative service centres. Participants discussed practical approaches to scaling up quality management tools, as well as the integration of international standards into the activities of public authorities.

The seminar was organised by the National Agency on Civil Service in partnership with the Centre for Adaptation of the Civil Service to the Standards of the European Union, High School of Public Governance, the All-Ukrainian Association of Administrative Service Centres and Uzhhorod National University, with the support of the Organisation for Economic Co-operation and Development, the Deutsche Gesellschaft für Internationale Zusammenarbeit, the European Institute of Public Administration and the Hanns Seidel Foundation.