Key points
- The Ministry of Development checked the accessibility of communal services for people with disabilities, the elderly, and parents with young children.
- Waiting areas and internal spaces are relatively well-equipped, but automatic doors and elevators are only available in some service centers.
- Online services are more developed than physical infrastructure: most enterprises already have electronic bills, personal accounts, and remote application submission.
- 111 enterprises (55.5%) have planned specific improvements by 2028 – building repairs, new online services, and staff training.
- The main obstacle is a lack of funds: 63.5% of enterprises cited financial constraints as the main problem, while 26% cited outdated or rented buildings.
The Ministry of Community and Territorial Development analyzed the state of accessibility of communal services for people with disabilities, the elderly, and parents with young children.
The monitoring covered 200 water supply, sewage, heat supply, and hot water enterprises. In total, these enterprises serve over 4.7 million subscribers. Employees visited 244 customer service centers across the country.
The conditions of physical access – parking, ramps, entrances, elevators, toilets, and waiting areas – as well as the availability of online services and the level of staff training for inclusive service were assessed.
The best situation is with waiting areas and internal spaces: most centers have spaces for people with wheelchairs, corridors of sufficient width, and at least one entrance without stairs or equipped with a ramp.
On the other hand, automatic doors and elevators for access to all floors remain the exception rather than the rule.
Digital accessibility is more developed than physical accessibility: most enterprises already provide electronic bills, personal accounts, and the ability to submit applications remotely.
According to the monitoring results, 111 enterprises – 55.5% – have specific plans to improve accessibility by 2026-2028: to repair and modernize buildings, expand online services, and train staff to work with people with disabilities.
The main obstacle to changes remains financial constraints – 63.5% of enterprises reported this. Another 26% cited outdated buildings – some of which were built according to Soviet norms or are rented, which complicates repairs.
The Ministry of Development noted that the monitoring results will become the basis for further work on the accessibility of communal services for all citizens.
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