Abstract

The paper examines digital public services as a practical mechanism for transforming public administration from a procedure-centred model to a service-oriented one. The analysis focuses on the expansion of Ukraine’s e-services ecosystem, user adoption, the reduction of transaction costs, and the remaining digital inclusion challenges. Based on official data from the Ministry of Digital Transformation, the Diia ecosystem and UNDP-supported research, the study argues that the quality of digital public administration should be assessed not only by the number of services transferred online, but also by end-to-end process redesign, accessibility, interoperability, security and measurable user outcomes. A set of management priorities is proposed: life-event service design, omnichannel access, proactive services, systematic evaluation of user experience, and support for groups facing digital barriers.