Maryna, originally from Zaporizhzhia, moved to Kyiv in 2015 for university. Though she has made the capital her home, her heart remains in Zaporizhzhia, where her parents and friends live. Determined to make her hometown a better place, Maryna stays actively engaged in its life. Using a chatbot developed by the USAID/ENGAGE partner, Zaporizhzhia Investigation Center (ZIC), she actively supports petitions to address the city’s pressing issues.
“Zaporizhzhia is my hometown. As a child, I could always tell when we were arriving because of the unpleasant smell in the air. I want to change this, as I don’t want the next generation to face the same future,” says Maryna.
When the full-scale war began, Maryna, like many others, felt a strong desire to support her country and act. While some turned to volunteering or civic activism, many were unsure how to contribute effectively, especially when time-consuming processes stood in the way. In heavily industrialized cities like Zaporizhzhia, this challenge was particularly evident. While the city faced significant issues, such as pollution from large industrial plants, many residents had little time for participating in civic initiatives. Recognizing this challenge, ZIC decided to create a solution that would empower citizens to act with minimal effort.
“These “new wave activists” are passionate, but they don’t always know how government systems function and how to influence them effectively. They also don’t have time for complex procedures. We needed a fast and simple solution,” says Serhii Sydorov, head of the Zaporizhzhia Investigation Center.
To overcome this challenge, USAID/ENGAGE supported the Zaporizhzhia Investigation Center in finding the best solution to enhance grassroots engagement. Through mentoring and consultations with ENGAGE, the CSO developed the idea of creating a digital tool to streamline the process of submitting appeals to local authorities, making civic engagement faster and more accessible. With ENGAGE’s support, the CSO launched the chatbot in Winter 2024.
“Before, submitting appeals took many steps, which discouraged people from getting involved. Now, the chatbot allows motivated citizens to act quickly and easily, seeing the impact of their efforts in real time,” says Serhii Sydorov, head of Zaporizhzhia Investigation Center.
The chatbot allows users to fill out and submit pre-designed appeal templates in under a minute. With 19 templates available, ranging from complaints about permits for polluting enterprises, education system reform to tree removal, and green space improvements, the chatbot simplifies the submission process and ensures that citizen voices are heard.
Pre-designed appeal template. Screenshot: ZIC chatbot
“After using the chatbot once, I found myself using it regularly to support more petitions, like those against school closures or industrial pollution. It’s so easy and fast, and I feel like I’m making a real difference for my hometown,” shares Maryna.
Since the chatbot’s launch, Maryna and over 1,000 other users have submitted 1,925 appeals to city and regional authorities. One of the chatbot’s key successes was mobilizing 131 citizens to submit appeals to the Ministry of Environmental Protection and Natural Resources, calling for the revocation of emission permits for two major industrial plants in Zaporizhzhia. In August 2024, the Ministry responded by revoking the permits for Zaporizhstal and Zaporizhcoke, citing incomplete documentation and the failure to address public concerns about emission reduction.
The order to revoke the permits for Zaporizhstal. Screenshot: Ministry of Environmental Protection and Natural Resources
For Maryna, the successful revocation of these permits is proof that individual efforts can lead to meaningful change. The chatbot proved that activism doesn’t always require navigating bureaucratic procedures or committing to complex, time-consuming efforts. With the right tools, even a simple action, like submitting an appeal, can have a lasting impact.
“It’s inspiring to see how one simple action can contribute to real change,” Maryna reflects. “It gives me hope that together, we can transform the city and make it a better place.”