Online course “Standard Requirements to Customer Service Quality of Administrative Service Centres (ASCs)” is the first Ukrainian online training course designed specifically for ASC employees. More than 70% of ASC staff from all over Ukraine have completed this online training. Everyone interested may sign up for the online course right now.

The information contains valuable insights. It is sufficiently comprehensive and easy to understand. All the nuances of such a challenging job are clearly illustrated and a variety of behaviour patterns are reviewed. Wishing you inspiration! I’d like to take more courses like this one!


My knowledge is improving, which is very important for me and very useful for the visitors of the Administrative Service Centre. Thank you!

feedback form the administrators of the Administrative Service Centres

The main objective of the online course is shaping a new practice of interaction and communication with customers and restoring public confidence in state authorities.
This course is developed on peer-to peer principles with recommendations from the practitioners and a psychologist. It is useful and interesting not only for ASC employees, but also for the representatives of state authorities, local self-governments and all socially minded citizens, who support reforms and seek proper servicing.

How to provide excellent customer servicing at the Administrative Service Centres? How to deal with non-standard or conflict situations during customer servicing? How to create conditions for high customer satisfaction? You will find the answers to all these questions in the online course.

The training course programme is based on the handbook “Standard Requirements to the Customer Service Quality of Administrative Service Centres” featuring the accepted service standards, the code of conduct and the requirements to ASC administrators. Alongside this, the handbook describes personal qualities, knowledge, skills and the rules of behaviour of ASC employees.

The main aspects of the course include not only personal standards of good-quality servicing (specifically, communication manner and internal rules of conduct), but also the examples of settling non-standard situations and the analysis of ASC performance quality.

Online course objectives

  • Shaping a new practice of interaction and communication with customers
  • Restoring public confidence in state authorities
  • Ensuring excellent customer servicing at the Administrative Service Centres
  • Training ASC employees to find the ways to effectively address a non-standard or conflict situation during customer servicing
  • Showing ASC managers how to create conditions for high customer satisfaction?
  • Forming and supporting of a positive image of the ASC

The course comprises 11 modules

  • The story behind, the objective and the main tasks for implementing the unified standards of customer servicing at Administrative Service Centres
  • Personal standards of good-quality servicing and customer interaction principles
  • Administrators’ appearance
  • Working day (preparation, tuning-up positive mindset for the working day, ending of the working day)
  • Professional communication rules
  • Secrets of successful communication
  • Customer servicing
  • Service provision via information and communication technologies (rules and procedures)
  • ASC administrator’s actions in non-standard situations
  • ASC performance management
  • Customer service quality control and positive publicity about ASC activities

Main messages of the course

Personal standards of good-quality servicing

  • Friendliness
  • Competence
  • Appearance and neat corporate uniform
  • Individual approach
  • Calm and appropriate behaviour in non-standard situations
  • Accuracy and precision when providing services

Customer interaction principles

  • Accessibility principle
  • Good-quality servicing principle
  • Feedback principle
  • Operational efficiency principle
  • Fairness principle
  • Principle of business processes transparency

Online course contributors

  • Oleksandr Andrieiev, Project Manager of Administrative Services Reform Office (Expert Deployment for Governance and Economic Growth (EDGE) Project)
  • Oleksandr Kamenchuk, Head of Department for Development of Administrative Service Delivery System at the Ministry of Economic Development and Trade of Ukraine
  • Oleksii Kubar, Coordinator of Administrative Reform in Eastern Ukraine II Project being implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ)
  • Nataliia Shamrai, Head of All-Ukrainian Association of Administrative Service Centres, Director of Administrative Service Department (Centre) at Kyiv City State Administration
  • Liza Zhukovska, Technical Advisor for Administrative Services at Administrative Reform in Eastern Ukraine II Project being implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ)

Invited speakers

  • Valentyna Bartoshyk, Director of Administrative Service Department at Lviv City Council, Member of All-Ukrainian Association of Administrative Service Centres
  • Vitalii German, Deputy Mayor of Rivne, Member of All-Ukrainian Association of Administrative Service Centres
  • Larysa Karpyak, Director of Department “Lutsk Administrative Service Centre” at Lutsk City Council, Member of All-Ukrainian Association of Administrative Service Centres
  • Bohdan Pytel, Director of Ivano-Frankivsk Administrative Service Centre
  • Vira Romanova, PhD in Psychology, Counselling Psychologist
  • Nataliia Tkach, Deputy Director of Administrative Service Department (Centre) at Kyiv City State Administration

The course is developed with the support of the Ministry of Economic Development and Trade of Ukraine jointly with Administrative Reform in Eastern Ukraine II Project implemented by Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH on behalf of the Federal Ministry for Economic Cooperation and Development (BMZ) and the Administrative Services Reform Office (Expert Deployment for Governance and Economic Growth (EDGE) Project being implemented by Agriteam Canada Consulting Ltd).