ACTION AS A PLATFORM FOR INTERACTION BETWEEN THE STATE AND CITIZENS IN CRISIS SITUATIONS

Abstract

This study examines the Diya digital platform's role in facilitating interaction between the state and citizens during crisis situations, particularly under martial law in Ukraine. It evaluates the platform's significance in providing public services, ensuring effective public administration, and implementing anti-crisis measures. The research is based on an analysis of Ukrainian legislation regarding digitalisation and e-governance, official materials from the Ministry of Digital Transformation, publications on the Diya portal, analytical reports from international organisations, and relevant academic works. The methodology incorporates general and specialised research methods, including literature analysis and synthesis, systematic and comparative approaches, content analysis of official documents, and thematic studies of digital services in crisis conditions. The full-scale invasion by the Russian Federation has accelerated the digital transformation of public administration in Ukraine. The Diya platform has enabled ongoing interaction between the state and its citizens by providing effective mechanisms for remote access to administrative, social, and informational services. This study emphasizes the evolution of the platform’s functionalities and its role in implementing state programs to support the population, especially internally displaced persons and those affected by the war. New services such as Diya Card, Screening 40+, SvitloDom, and Diya.AI have significantly enhanced public service accessibility, expedited administrative decision-making, increased governance transparency, and strengthened public trust in state institutions. The Diya platform has become a vital tool for modern public administration in Ukraine, playing a crucial role in bolstering the state’s resilience during crises. Its implementation improves interaction between the state and citizens, ensures access to public services regardless of location, and contributes to the ongoing development of a digital state, showcasing how digital platforms can effectively manage crises and adapt state institutions to extraordinary challenges.