Nearly 60% of Ukrainians use digital government services, most often through Diia

Anton Hrushetskyi, Executive Director of the Kyiv International Institute of Sociology, said this during the presentation of the results of the annual survey titled "Opinions and Attitudes of Ukrainians Toward Government Electronic Services in 2025," according to an Ukrinform correspondent.

According to the survey, 59% of respondents used electronic government services last year, which is 4% more than in 2024. At the same time, the share of people who did not use any electronic services decreased from 42% to 38%.

"Ukrainians most often used services in Diia. This was reported by 48% of those who used government services, which is 6% more compared to 2024. Other popular services in 2025 included paid access to information from state registers or digital extracts (15%), pension-related services (15%), services related to personal vehicles (13%), obtaining subsidies (12%), and tax-related services (12%)," Hrushetskyi said.

The survey results also showed that 85% of respondents are satisfied with their experience using digital services.

Among those who did not use government e-services during the year, the majority (77%) said they had no need for them. Another 22% cited a lack of skills in using digital services, 15.5% reported distrust in e-services, 15% said they do not have devices with internet access, and 11% noted that they were not aware of such services.

"The Ministry of Digital Transformation will continue expanding the range of e-services for citizens and businesses to cover all possible use cases. At present, there are still services that can only be obtained offline. This year, our priority is to launch various government support programs, in particular for internally displaced persons, veterans and their families, and persons with disabilities," said Deputy Minister of Digital Transformation for Developing the Ecosystem of Digital and Offline Personalized Services Valeriia Koval.

The ministry is also focusing on improving existing services and launching new ones, including online divorce and further digitalization of services for drivers and businesses.

The nationwide survey was conducted in September-October 2025 by the Kyiv International Institute of Sociology at the request of the United Nations Development Program (UNDP) in Ukraine, with support from Sweden under the Diia Support Project and in partnership with the Ministry of Digital Transformation of Ukraine.

The survey method consisted of computer-assisted telephone interviews (CATI) among residents of Ukraine aged 18 and over who lived in government-controlled territories as of February 23, 2022. A total of 2,015 interviews were conducted.