The State Migration Service of Ukraine (SMS) has introduced the use of a chatbot developed for Viber and Telegram. The SMS bot allows users to consult for the biometric documents and to use the official SMS electronic services in interactive mode

A key feature of the new service consists in the possibility for citizens to receive the progress status updates at every new stage of issuing the requested documents up to the delivery of the documents to pick-up points.

Chairman of the State Migration Service of Ukraine, Maksym Sokoliuk

Bot enables citizens to get online consultations, register in an electronic queue system, track the state of issuing of biometric documents, verify the validity of documents, use a migration calculator, check the correct transliteration as well as find the regional unit of the State Migration Service by the specified code.

From now on popular messengers, like Viber and Telegram, anyone can be consulted in the interactive mode about the paperwork of all biometric documents issued by the State Migration Service of Ukraine - an ID card, foreign passport, as well as permanent and temporary residence permits for foreigners and stateless persons.

The use of Human-centered design (HCD) has allowed the SMS Ukraine to go beyond the initial understanding of the problem - duplicating the capabilities of the SMS Ukraine website in a bot messenger, allowing you to send requests and receive relevant information. The study of user needs, among other things, has led to the emergence of a new stage of document design "Document delivered to CAS and ready for issuance". This is now the final stage, although earlier informing users ended at the stage of "Document submitted to the SMS Ukraine", which often led to misunderstandings and unnecessary early visits to the CAS.

The bot's job is to ask the person some questions about the individual conditions of the document and to inform exactly what documents to bring with them during the registration at the State Migration Service of Ukraine or at the Center for Administrative Services (CAS).

In interactive mode, you can get advice on the registration of all biometric documents issued by the SMS Ukraine - ID card, foreign passport, as well as permanent and temporary residence permits for foreigners and stateless persons.

Bot presentation was held at the National News Agency of Ukraine UKRINFORM on 12 March 2019. The press conference speakers were Maksym Sokoliuk, the Chairperson of the State Migration Service of Ukraine, Oleksiy Kubar, Coordinator of Administrative Reform in Eastern Ukraine II Project implemented by GIZ on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ) and Valerii Bakal, Deputy Head of the State Agency for E-Governance of Ukraine.

Coordinator of Administrative Reform in Eastern Ukraine II Project Oleksiy Kubar said, ‘Our project has explored the possibilities for automation and simplification of the administrative services of the State Migration Service in the communities of Dnipropetrovsk and Luhansk Oblasts. In each community, the focus group came to the same conclusion – there is a need for quality consultation at the start and for a notification at the stage when the ready document arrived at the pick-up point. Information on the procedures for the provision of administrative services of the State Migration Service and status check of documents processing could only be introduced at the national level as any solution required close interaction with the information system of the State Migration Service. The creation of a chat-bot at the national level took several months, various options of interaction with citizens were considered. The software solutions were tested in the Centres for Administrative Services of Apostolove, Kamyansk and Lysychansk. The State Migration Service has created a modern and very effective tool for communication with citizens, but the working group already has ambitious plans for developing the existing electronic services and creating new ones for citizens.’