Enhancing housing and communal services delivery in Ukraine: an integrated framework for risk, stakeholder, and project prioritization

Object of research – an integrated framework combining risk analysis, stakeholder engagement, and dynamic project prioritization within the BOS CIS ERP-BPMS platform at Mastergaz, a major HCS provider in Kyiv (Ukraine) serving over 750,000 subscribers. Problem, which is solved – housing and communal service providers in Ukraine face critical challenges from Soviet-era aging infrastructure, severely constrained budgets, and fragmented management, resulting in frequent service disruptions and low customer satisfaction rates. Methods used – a convergent mixed-methods single case study design combining quantitative operational data from BOS CIS platform with qualitative insights from surveys of 220 respondents and 10 semi-structured management interviews; multi-criteria decision analysis (MCDA) with knapsack-style budget allocation algorithm; statistical validation through paired t-tests and repeated-measures ANOVA. Main results – over a six-month pilot period, the integrated approach achieved 23% reduction in critical infrastructure downtime, 44.4% improvement in mean repair times, 42.9% faster response times, 12% increase in customer satisfaction, and 8% decrease in monthly heating expenses, all within existing budget constraints. Scope of practical use of results – the framework provides a replicable model for HCS providers in Ukraine and similar post-Soviet contexts, offering transparent, data-driven decision-making for optimizing limited resource allocation and enhancing community trust. Integrating real-time risk management, systematic stakeholder collaboration through monthly forums, and adaptive multi-criteria prioritization within a unified digital platform significantly enhances HCS delivery efficiency and strategic decision-making even under severe budgetary constraints.