Ukraine: How Does Accountability Work in a Digitally Mediated Conflict
During the final panel of the 14th POINT Conference, titled “Ukraine: Democracy Under Extreme Stress – How Does Accountability Work in a Digitally Mediated Conflict”, moderator Emir Zulejhić spoke with Ukrainian journalist and researcher Anna Romandash about Diia, Ukraine’s flagship digital government platform, and its role in maintaining public services and accountability during wartime.
Diia, developed by Ukraine’s Ministry of Digital Transformation and launched in 2020 as part of the country’s broader digitalization strategy, was designed to reduce bureaucracy and opportunities for corruption by limiting direct contact between citizens and public officials. Today, it serves as a central platform through which Ukrainians can access state documents, register businesses, apply for services, report damaged property, and even complete procedures such as marriage registration online.
Romandash explained that Diia has become an essential tool for everyday life in Ukraine, particularly since the Russian invasion. Citizens can access identification documents through their smartphones, while displaced persons and war-affected communities can obtain important government services without visiting physical offices. According to official figures, the platform now has more than 22 million users and offers over 150 digital services.
The discussion also addressed concerns surrounding cybersecurity and public trust. Because Diia connects with numerous state registries and financial systems, some citizens have expressed concerns about privacy and data protection. Ukraine’s Ministry of Digital Transformation reports that its digital infrastructure faces thousands of cyberattacks each year. While allegations of major data leaks have periodically circulated online, the government has repeatedly denied that Diia itself was breached, arguing that much of the data sold online originated from other sources rather than the platform itself.
The panel also explored questions of accessibility and inclusion. While digitalization can reduce corruption and simplify administrative procedures, not all citizens benefit equally. Romandash highlighted ongoing challenges faced by people with disabilities and other groups that may encounter barriers when accessing digital services. At the same time, Diia has introduced educational initiatives to improve digital literacy and help citizens understand both the opportunities and risks associated with digital governance.
Another topic was the sustainability of Ukraine’s digital transformation. International partners, including USAID and other donors, played an important role in supporting the development of Ukraine’s digital infrastructure. As external funding becomes less certain, questions remain about how such large scale digital services will be financed and maintained in the long term.
Despite its shortcomings, the speakers agreed that Diia represents one of the most ambitious digital governance projects in the world. While it has not eliminated corruption, it has reduced opportunities for certain forms of bureaucratic abuse and provided millions of Ukrainians with easier access to public services during an unprecedented national crisis.
The discussion concluded with reflections on what other countries can learn from Ukraine’s experience: digital tools can strengthen transparency, efficiency, and resilience, but only when accompanied by strong cybersecurity measures, public trust, accessibility, and continued investment in digital infrastructure.
Author: Dijana Papaz / Photo: Almin Tabak
(point.zastone.ba)