For decades, the public sector in Ukraine had been considered deeply corrupt and oftentimes, dysfunctional. Nepotism was an accepted source of both employment and promotion. Applying for and receiving administrative services was usually an exhausting and intimidating experience that could only be avoided through paying bribes.
In response, IDLO has continued to support decentralization and anti-corruption in Ukraine through the establishment of new Public Service Centers (PSCs).
The new PSC employees were recruited through a transparent, competitive and merit-based recruitment process, having then received mandatory professional training as well as tailored customer-oriented training sessions focusing, among others, on customer complaint management and conflict resolution / prevention. As a result, citizens visiting the reformed PSCs not only find themselves in a bright and well-organized office space and receive quick and corruption-free services, but also meet a staff that understands and cares about positive customer experience.
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