The Ministry of Economy of Ukraine announced the launch of the beta version of the “Pulse” platform, an online tool for collecting business feedback on interaction with state bodies. The platform aims to create a single digital tool to ensure transparent and effective relations between the state and business, which will improve the quality of public services.
How does “Pulse” work?
Entrepreneurs will be able to evaluate services provided by government institutions. During the beta testing, 22 government bodies can be evaluated, and later their number will increase.
“Thanks to this tool, it will be possible to see an objective measurement picture of the quality of state services and respond more efficiently and quickly to the problems of entrepreneurs. For example, if you have applied to the tax office, Centres for the provision of administrative services or other authorities and are not satisfied with the quality of services, then you can leave a review on Pulse. Your review will be taken to work to correct the problem, and the entrepreneur will receive an answer to his request in the online office. You can also leave positive feedback to scale up positive practices. We digitize the feedback from the business and based on it, the so-called Entrepreneur Satisfaction Score will be formed. There are plans to integrate “Pulse” into most state services, so that it would be possible to provide an instant assessment of most state services,” said the First Deputy Prime Minister-Minister of Ukraine – Minister of Economy of Ukraine Yuliia Svyridenko.
What functional components does the platform have?
- Dashboard: This is an information panel for management decisions with key indicators that allows you to quickly assess the state of satisfaction with government services in a convenient format. A dashboard with ratings from businesses and the dynamics of requests will be publicly available.
- Information window: Here, entrepreneurs can leave feedback on interaction with state bodies. Authorization is possible using an electronic signature, BankID or Diia.Signature. After authorization, the entrepreneur will be able to choose a short or long form for evaluating public services. The short form includes basic evaluation criteria, while the long form allows for a more detailed description of the interaction experience.
- Personal account: An entrepreneur can track the status of his/her application online — from the moment of submission to receiving a response. After completing the application review process, the entrepreneur can rate the quality of the entire process on a scale from 1 to 10.
Initiative and implementation
“Pulse” is part of the “Made in Ukraine” policy initiated by President Volodymyr Zelenskyi. The platform was developed by the Ministry of Economy, implemented with the assistance of the Ministry of Digital Transformation and made possible by the Digital Transformation Activity with the support of USAID and UK Dev. The Reform Support Team of the Ministry of Economy, the Council of the Business Ombudsman and the Government Contact Center are involved in the implementation. The development of the platform is coordinated by the Business Council on Support of Entrepreneurship in Martial Law.