Decentralisation portal continues its series of articles on community initiatives that make public services and spaces more accessible to all residents. Today, we look at how Trostianets community identifies and removes barriers at the Administrative Services Centre so that everyone, regardless of age, health or life circumstances, can access the services they need.

In Trostianets community, one such initiative has been the provision of passport services at the Administrative Service Centre, which is located on the ground floor. Previously, these services were provided by the migration department on the first floor of the building, which created additional difficulties for people in wheelchairs or using other mobility aids.

‘Due to the war, many older people, people with disabilities, and people with reduced mobility are travelling abroad for medical treatment or as part of evacuations. Therefore, the demand for passport services remains high. I find it hard to imagine how people used to apply for passports when staff provided these services in the migration department on the second floor of the building. A person in a wheelchair could not get up there, even with assistance,’ says Lidiia Manoilenko, an administrator of passport services at the Trostianets Administrative Service Centre.

Passport services have been available at the Administrative Service Centre for two years now. For people with reduced mobility, this has made accessing the service much more accessible.

At the same time, an accessibility audit was conducted at the Administrative Services Centre. This helped to identify exactly what needed improving.

Some of the barriers were gradually removed using the centre’s own resources. Accessible toilets were fitted out, the administrators’ workstations were modified, and information signs and the necessary markings were added.

The organisation of the passport office was revised – double doors were fitted that can be opened fully to allow more space for a person in a wheelchair.

At the same time, the audit revealed that some of the changes require additional resources. One of the main challenges is the entrance area.

‘There are several steps and a ramp in front of the main entrance. However, the ramp’s design needs improving. In particular, the problem lies with the slippery tiles and handrails that are too high. We, of course, accompany and assist our visitors. At the same time, we are very much looking forward to funding to replace the ramp and comprehensively improve the entire entrance area,’ says Bohdana Katrychenko, Head of the Administrative Services Centre in Trostianets.

Today, the Trostianets ASC provides over 420 administrative services, and there are plans to expand this list. The audit provides the community with a specific list of changes that still need to be made to the ASC’s premises to ensure that service delivery is as accessible as possible for everyone.

Within the framework of the project “Enhancing the Accessibility of Public Services and Communication in Communities”, we are sharing stories of successful community initiatives that help make public services and spaces more accessible to people with different needs. The project is implemented with the support of the “Partnership Fund for a Resilient Ukraine”, which is funded by the governments of the United Kingdom, Estonia, Canada, Norway, Finland, Switzerland and Sweden.