The document discusses Moldova's efforts to modernize public services through e-government and innovation. It outlines Moldova's e-government strategy and initiatives to transform public services digitally, including building e-government infrastructure, developing electronic platforms for payments, authentication, cloud services, and interoperability. Surveys show increasing public support for e-government reforms. However, challenges remain in fully capitalizing on existing infrastructure and ensuring equal digital transformation across sectors and locally. The presentation calls for synchronizing reforms through cooperation, co-creation, smart investments, and removing barriers between government, citizens and other groups.

1. MOLDOVA
ICT driven innovation for
Public Service Modernization
Moldova ICT Summit 2016
Chisinau, April 28
GOVERNMENT OF REPUBLIC OF MOLDOVA
CORNELIA AMIHALACHIOAE
Moldova e-Government Center

2. E-TRANSFORMATION – SUPERSONIC AGENDA
Governance e-Transformation:
not an island of efficiency and
innovation, but
an engine to drive, enable,
streamline other reform flows

3. E-Transformation
E-TRANSFORMATION: INNOVATION ON BOARD

4. PUBLIC SERVICE:
from burden to being a benefit
from headache to a flawless process
BURDEN BENEFIT
INNOVATION FOCUS - PUBLIC SERVICE REDESIGN

5. Digital
Services
Information
Security
IT capacity
building
Favorable
Regulatory
Framework
Innovative
technology
Intelligent IT
investment
Data center
consolidation
Public services
reengineering
Enterprise
architecture
Cloud
Interoperability
Modern
Access
Channels
Government Technology Strategy
Government Decision nr. 710, 20.09.2011
OUR MANDATE

6. E-GOV INFRASTRUCTURE FOR SERVICE REDESIGN
ELECTRONIC SERVICE
SECURITY
AND IDENTITY
ELECTRONIC
PAYMENTS
ELECTRONIC
MESSAGING
HOSTING
DELIVERY
CLIENT SUPPORT
DIGITAL
SIGNATURE
INTEROPERABILITY

7. REINVENTING THE GOVERNMENT
Use – Reuse the existing eGov infrastructure
Reengineer. Simplify. Unify.
Interoperability (Data has to run, not people)
!!! Customer-DRIVEN culture !!! C0-CREATION

8. Digital by
Default
Framework
DIGITAL BY DEFAULT FRAMEWORK
Security by
design
Mobile by
default
Content
Portability
Open Data by
default
APIs
Cloud First
Shared by
default

9. G4C / G4B PUBLIC SERVICES PORTAL
www.servicii.gov.md launched in May 2012
Version 2.0 under CO-CREATION CURRENTLY
Informative component:
508 service passports
Interactive component:
access to 129 e-services
> 800,000 visits
> 500,000 visitors.

10. AUTHENTICATION AND ACCESS CONTROL SERVICE
Launched in May 2013. Unified Single Sign-on. www.mpass.gov.md:
mobile signature, digital certificate, user name & password.
25 IS already integrated, other 7 in process

11. GOVT ELECTRONIC PAYMENT PLATFORM WWW.MPAY.GOV.MD
E-PAYMENT
2 million transactions processed
Integrated: 18 payment providers; 18 public service providers; > 50 services

12. MCloud Platform fully operable from February 14, 2013
Phase II / Cloud in a box solution implemented.
35 public authorities migrated more than 120 info systems to the Platform
Infrastructure as Service
Platform as Service
Software as Service
MCLOUD & CLOUD FIRST POLICY
TECHNOLOGICAL PLATFORM

13. MOBILE DIGITAL SIGNATURE
Launched: Sept. 2012. PPP with mobile operators. Digital signing & time stamping.
MSign - signing of various digital content: web forms, offline documents, images.
 1.35 mln transactions
 68 thou individual users of Mobile e-ID
 25 Info Systems integrated with MSign

14. GOVERNMENT INTEROPERABILITY PLATFORM
MConnect – the core of GeT Agenda&Public Service Redesign
PILOTED SINCE JULY 2014
60 data exchange projects
> 2 mln transactions
Data has to run, not citizens

15. Enterprise Content Management Platform
ECMP aims to serve as a platform for easy (no-code) creating of new typical
applications and Info Systems, mainly for registers, authorizations, appointments.
Launched in December 2013.
First 4 Information Systems developed based on ECMP (2013-2016):
1. Common Water Use Authorization System
2. State Register of Inspections
3. Digital Agricultural Register
4. e-Transportation Authorizations (international
auto transportation of goods & passengers)

16. ICT AS A PROMOTING TOOL OF OPEN GOVERNMENT:
• OGP Membership since 2011
• 1st Public Sector Expenditures
e-Database BOOST (2011)
• Open Data Portal www.date.gov.md (April 2011): 896 datasets, 48 public
authorities, 1.4 mln downloads, corporate data (3rd place in the World
OCD ranking), enabling frameworks, app contests etc.
• Social Media Guide for public entities
• Open Data Coordinators in CPA bodies
• e-Participation Portal (2010) – upgrade planned
• Open Contracting & e-Procurement – in process

17. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
79% of respondents in 2015 (vs. 58% in 2012) support Gov e-Transformation
78% of respondents in 2015 (vs. 56% in 2012) consider GeT Reform as being
important
Cca 70% (vs. 57% in 2012) of respondents are willing to access e-services via
PCs, while 58% (vs. 40% in 2012) - via mobile phones.
70.2% are confident (from average to full) in e-services’ quality

18. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
CORE BENEFITS GENERATED BY GOV E-TRANSFORMATION
63% of respondents in 2015 (vs. 48% in 2012) are confident that eGovernance has
important advantages, brings benefits

19. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Signals from Public Perception Studies:
Disproportions in:
- demand for central and local public services
- level of quality, satisfaction
- rhythm of e-transformation in sectors, Local PAs
- e-services demand vs. offer
- awareness on Personal Data Protection in online G2C/C2G interaction

20. CAPACITY TO E-INNOVATE IN THE PUBLIC SECTOR
19 central PA authorities institutionalized CIO Dept./Offices
>50 CIOs and >40 Coordinators for Open Data in the CPA authorities
MiLab – Social Innovation Lab (UNDP MD & eGovCenter)
> 3,700 public servants trained in e-Governance

21. INSTITUTIONAL LEADERSHIP AS MAIN DRIVER
THE BEST FRIEND AND WORST ENEMY OF INNOVATION
IN GOVERNMENT IS THE GOVERNMENT ITSELF

22. RETHINKING GOVT: SYNERGY & NON-LINEAR SOLUTIONS
TRANSCENDING BOUNDARIES
INTERACTION:
CITIZENS
BUSINESSES
GOVT
NGOs
MEDIA
INTEREST GROUPS
ACADEMIA
INNOVATION:
DIGITAL
SOCIAL
POLICY
BUSINESS
CULTURAL

23. HOW TO CAPITALIZE ON EXSTING EGOV INFRASTRUCTURE?
MOST MODERN TOOLS ARE AVAILABLE

24. HOW TO CAPITALIZE ON EXSTING EGOV INFRASTRUCTURE?
THEIR PROPER USE, INTEGRATION, UPTAKE, ADVOCACY

25. 10 “GO” TO CAPITALIZE
GO
• SECTORS
• LOCAL
• SMART IT INVESTMENTS
• INTEROPERABILITY
• SERVICE REDESIGN
• CO-CREATION
• INSTITUTIONAL REMAPPING
• SYNCHRONIZING REFORMS
• PARTNERSHIPS
• VARIETY OF ACCESS POINTS

26. Contact information:
Cornelia Amihalachioae
Performance & Social Innovation Officer / M&E
Coordinator
Moldova eGovernment Center: www.egov.md
e-mail: cornelia.amihalachioae@egov.md;
office@egov.md
THANK YOU!