From March 29 to April 30 of this year, the Charitable Fund “Right to Protection” (R2P) researched the access to services provided in the Administrative Service Centres (hereinafter – ASC). Monitors of our organization interviewed 863 people who crossed the contact line in both directions through the Entry-Exit Checkpoints (hereinafter – EECP) “Stanytsia Luhanska” in the Luhansk region and “Novotroitske” in the Donetsk region.
The research was conducted to obtain information on the following aspects of the work of the ASCs:
1) Experience in receiving the administrative services within the 60 years old age group, as persons of this vulnerable group cross the contact line most often.
2) Experience in applying for a passport of a citizen of Ukraine in the form of a card upon reaching the age of 14 (for the first time). In addition to the research on the quality of these services, we have also studied the difficulties in collecting the documents required for the application. The passport confirms the citizenship of Ukraine, and hence the legal relationship between the individual and Ukraine.
3) Sources of information about the state administrative services to improve overall informing about the above-mentioned services.
4) Experience of applying to the ASCs stationed at the Entry-Exit Checkpoints (EECPs) and to the mobile ASCs.
5) The impact of COVID-19 on access to administrative services.
“For a long time we have been researching the freedom of movement across the contact line, and it is pervasive for the Right to Protection Charitable Foundation. The issue of access to administrative services at the EECPs in the Administrative Service Centres (ASCs) is a relatively new topic, as the ASCs have appeared only recently at some checkpoints.
At the same time, our study is very timely, as the Decree of the President of Ukraine “On the implementation of the Decision of the National Security and Defense Council on some issues of intensifying the process of peaceful settlement of the situation in Donetsk and Luhansk regions.”
The first paragraph of the Decree instructs the Cabinet of Ministers to complete the arrangement of the EECPs towards the temporarily occupied territories in Donetsk and Luhansk oblasts within three months, complete the development of their infrastructure, establish the provision of humanitarian, logistical, postal, and other services near each checkpoint. In this context, the research prepared by the R2P experts comes in handy, as it points to problematic issues that can be addressed in the process of setting up new Entry-Exit Checkpoints. “– says the Advocacy Coordinator at R2P Elina Shyshkina
According to the results of the research, we were able to find out that people are mostly satisfied with the quality of administrative services provided in the ASC, but it is important to raise public awareness about administrative services, and the procedure for receiving such services.
At the same time, the lack of an administrative procedure that would facilitate the quick and easy registration of the children born at the Non-Government Controlled Areas, as well as the renewal of birth certificates issued before the armed aggression of the Russian Federation, is a matter of concern. In addition, the administrative procedure for registering internally displaced persons needs to be simplified. Such changes will improve access to obtaining the first passport of a citizen of Ukraine in the form of a card at the age of 14.
Respondents from Donetsk and Luhansk Oblasts need the creation, proper functioning, and content of ASC websites (in particular, those operating near the EECPs and mobile ASC); information stands with handouts.
Also, people expressed that they would like to receive the following services at Administrative Service Centres:
- registration of residence, vehicles, and real estate;
- issuance of a passport, ID card, and driver’s license; registration of subsidies.
ASCs at the EECPs provide mainly informational rather than administrative services. As a result, respondents are sometimes dissatisfied with the quality of administrative services provided to them.
The biggest problem of the respondents who tried to cross the contact line through the EECPs after receiving service at the ASCs is the presence of restrictions on crossing the contact line through the EECPs.
According to the results of the study, the CF “Right to Protection” (R2P) recommends that the Government of Ukraine needs to:
- Establish an out-of-court procedure that would facilitate the registration of births of children born at the Non-Government Controlled Areas, as well as simplify the renewal of birth certificates issued before the armed aggression of the Russian Federation, and simplify the procedure for registering internally displaced persons.
- Ensure proper access to administrative services for persons crossing the Entry-Exit Checkpoints in the direction of the Government-Controlled Areas. In particular, to continue the opening of ASCs at EECPs and mobile ASCs in Donetsk and Luhansk oblasts.
- Ensure the provision of primarily administrative, rather than informational services at the ASC near the EECPs.
- Create Administrative Service Centres websites, in particular, those EECPs near the contact line and for mobile ASC, as well as set up information stands filled with handouts.
The full results of the research, conclusions, and recommendations of the CF “Right to Protection” (R2P) can be found in the report.
The report is available in
* This document covers humanitarian aid activities implemented with the financial assistance of European Union. The views expressed herein should not be taken, in any way, to reflect the official opinion of the European Union, and the European Commission is not responsible for any use that may be made of the information it contains.