AI in Government Services: How Ukraine Is Moving Toward a New State Model

4.5/5 - (8 votes)

Artificial intelligence is increasingly becoming embedded in public processes and is changing not only the tools, but the very principle of interaction between people and the state. What recently looked like separate technological solutions is now gradually forming a coherent system. Time for Action has analyzed how AI is already transforming public services, why it is no longer a matter of experimentation, and what the next stage of this model looks like.

The perception of artificial intelligence has noticeably shifted in recent years. Previously seen as a promising innovation, it is now becoming a necessary part of state infrastructure. This is no longer about isolated services or pilot projects, but about systemic integration into governance, education, the economy, and even the defense sector. In Ukraine, this process is unfolding in parallel with war and limited resources. These very conditions are pushing the state to move faster and implement solutions that deliver practical results immediately. One of the key steps has been the creation of a national large language model. It is expected to operate across multiple areas from public services to business and education. Beta testing is planned in the near future, signaling a shift from reliance on external technologies to building a domestic technological foundation.

“Artificial intelligence today comes with a lot of gloss. Shiny presentations, loud forecasts, and ambitious rankings. The truth is that for a modern state, AI is no longer just a strategic innovation. It has become a necessity.”

This assessment reflects the broader trend. A new approach to governance is emerging globally, often described as the “agentic state.” It refers to a model in which artificial intelligence not only assists people but also performs actions on their behalf.

This implies a shift in how processes are organized. AI can submit documents, interact with government registries, and carry out standard administrative procedures. In other words, it takes over functions that can be formalized and automated. Such approaches are already being actively discussed and implemented in countries with advanced digital systems. There, it is seen as a natural continuation of digital government. At the same time, these examples show that the change is not about individual tools, but about transforming the entire governance model.

Ukraine is gradually entering this process through concrete solutions that are already functioning in practice. One of the most visible examples is a national AI assistant integrated into public services. It allows users to receive guidance and complete certain actions directly through a chat interface. Where users previously had to navigate multiple steps, AI now handles explanations, navigation, and part of the execution. This approach changes the nature of interaction with the state. A request can be made in plain language, and the system responds and guides the user to a result. Already, this tool processes the majority of user inquiries and helps resolve typical issues without direct human involvement on the government side. Another key area is education. Here, artificial intelligence is used to reduce routine workloads. Generating tests, verifying information, assisting with lesson planning these functions allow teachers to focus on teaching rather than preparation. At the same time, solutions for adult education are developing. AI tools help users navigate large volumes of learning content, explain complex topics, and create personalized learning paths. This shifts education from passive consumption to a more structured and interactive process.

Another important direction is data use. New solutions allow complex datasets to be transformed into accessible tools. Instead of working through tables and reports, users can ask a question and receive a clear answer with explanations. This significantly reduces the time between accessing information and making decisions. This approach also changes the role of official statistics. It is no longer just an archive, but becomes a service actively used in governance, business, and research. Another example is services for young people. Here, AI acts as a personal guide, helping users find opportunities, filter relevant options, and understand the next steps. This lowers barriers to access and makes government initiatives more practical.

All these solutions share one logic reducing the distance between a user’s request and the final result. This is the core feature of the transition to a new model. The state begins not only to provide services, but to actively help users obtain them. At the same time, this development creates new challenges. The more functions are delegated to artificial intelligence, the more important issues of responsibility and oversight become. Not all decisions can be fully automated without risk. A key question emerges: where should AI replace human labor, and where should it remain a supporting tool. Errors in such systems can carry not only technical, but also legal consequences. Another aspect is regulation. The wider AI is applied, the greater the need for clear rules governing its use. This includes data protection and transparency in decision-making. Despite these challenges, progress continues. Ukraine is already demonstrating tangible advancement in integrating AI into public governance. This is reflected in international assessments, where the country is improving its position and emerging as one of the more active players in the field.

The next stage is not just about expanding functionality, but about redefining the role of the state itself. As AI takes on more responsibilities, the state shifts from being a purely administrative structure to an active participant that helps individuals achieve outcomes. Ultimately, the issue is not the technology itself, but effectiveness. If artificial intelligence shortens the path from request to result, improves decision-making, and reduces human workload, it becomes an integral part of governance.