The document summarizes Moldova's e-government transformation journey. It discusses how e-government reforms have streamlined public services, modernized governance, and increased economic competitiveness and transparency. Key initiatives include a government portal providing over 100 online services, digital signature and authentication services, an e-payment platform, cloud services, an interoperability platform, and open data portal. Challenges addressed include increasing access to digital services among lower-income groups and those in rural areas. The reforms aim to make services customer-centric, consolidated, simplified, and available through multiple channels including online and mobile.

1. MOLDOVA Governance e-Transformation:
a Government reinventing journey
CEEGOV Days 2018
Budapest, May 4, 2018
GOVERNMENT OF REPUBLIC OF MOLDOVA
CORNELIA AMIHALACHIOAE
Moldova e-Government Center

2. E-TRANSFORMATION – SUPERSONIC AGENDA
Governance e-Transformation:
not an isolated island of
digital innovation,
but
an engine to enable and
streamline other reforms

3. STREAMLINING
• Technological Modernization
• Public Services Modernization
• Public Function Reform
• Decentralization
• Social Innovation
• Open Governance
• Economic Competitiveness
• Anti-Corruption
• PPP Innovative Models

4. E-Transformation
PROBLEM-DRIVEN APPROACH

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. Prime Minister
PA Reform
National
Commission
Management
Board E-Government
Agency
CGSMeG
Council
Ministry
Ministry
Agency
E-GOVERNANCE INSTITUTIONAL MAP

7. RETHINKING GOVERNMENT
BOUNDARIES BETWEEN THE PUBLIC SECTOR AND OTHERS ARE BLURRING*
TIME TO RETHINK THE GOVERNMENT-OTHERS RELATION,
INCLUDING THROUGH DIGITAL INNOVATION
*The Solution Revolution, 2013. William D. Eggers and Paul Macmillan

8. REINVENTING THE GOVERNMENT
Customer-centric culture and co-creation
Reengineer. Simplify. Unify.
Interoperability (Data has to run, not people!)
Social Inclusion

9. Digital by
Default
Framework
REINVENTING THE GOVERNMENT
Security by
design
Mobile by
default
Content
Portability
Open Data by
default
APIs
Cloud First
Shared by
default

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

11. Leadership drive the Journey, Man Power Delivers Results
Until 2017
20 central PA authorities institutionalized CIO Offices
> 55 CIOs and > 40 Open Data Coordinators in CPA
> 7,400 public servants trained in e-Governance
2017 - CPA STRUCTURAL INSTITUTIONAL REFORM
State Secretaries became Coordinators for GSMeGov

12. GOVERNMENTAL PUBLIC SERVICES PORTAL
www.servicii.gov.md launched in May 2012
Version 2.0 under CO-CREATION CURRENTLY
Informative component:
636 service passports
Interactive component:
access to 118 e-services
➢ 1.8 mln visits
➢ 1 mln visitors

13. MOBILE DIGITAL SIGNATURE
Launched in Sept. 2012, in partnership with mobile operators.
Digital signing and time stamping.
 56,000 registered users
 5.8 mln transactions with Mobile Signature

14. GOVERNMENTAL E-SIGNING SERVICE MSIGN
www.msign.gov.md - Signing digital content: web forms, offline docs, images.
 45 information systems integrated with Msign
 1 000 signing transactions per day

15. AUTHENTICATION AND ACCESS CONTROL SERVICE
SECURITY & IDENTITY

16. AUTHENTICATION AND ACCESS CONTROL SERVICE

17. GOVERNMENT ELECTRONIC PAYMENT PLATFORM
E-PAYMENT
Over 7.8 mln transactions processed
Integrated:
16 payment providers; 14 public service providers; >65 services (32 groups)

18. GOVERNMENT ELECTRONIC PAYMENT PLATFORM
www.mpay.gov.md

19. GOVERNMENT ELECTRONIC PAYMENT PLATFORM

20. MCloud Platform fully operable from February 14, 2013
42 public authorities migrated their digital content to the Platform
Infrastructure as Service
Platform as Service
Software as Service
CLOUD FIRST POLICY
M-CLOUD: SHARED GOVERNMENT TECHNOLOGICAL PLATFORM

21. GOVERNMENT INTEROPERABILITY PLATFORM
MConnect – the heart of public service modernization
reform
Piloted by 30 organizations
101 data exchange projects
LEVELS
1. Technical-technological
2. Semantic
3. Legal & Regulatory
4. Organizational

22. MCONNECT
IS CRIS
Registru
IFPS Serviciul
Vamal
BNS
CNAS
CNAM Min.
Justiției
IS
Cadastru
CNA
Executori
Judecătorești

23. SIMPLIFIED TECHNOLOGICAL PRINCIPLES
 Simplified Concecting
– To connect to the platform it is only necessary to authenticate yourself
and to connect to the interfaces exposed on the platform
 Non-invasive integration
– Reuse of existing connections with minimal changes
– MConnect adapts to information systems, not vice versa
 Open Standards Use
– Ensures the use of the solution on the long-terms, technical
compatibility, and reduced costs.
 Independent/distributed Data Sources
– No need to reorganize the sources of data
– Data Is not moved, migrated or copied
 Multi-tennant Architecture
– Each organization has its own isolated integration environment

24. SIMPLIFIED ORGANIZATIONAL PRINCIPLES
 Data Virtualization (data abstractization)
– As data consumers, the organizations do not depend on the the specific
of the data sources. All they need to know is that data exists and it is
authentic.
 Simplified Contract / Agreement Model
– Institutions sign one agreement and, based on their legal mandate, they
can consume data from the institutions connected to the MConnect
Platform
– One single agreement needed both for the data consumption and the
data provision
 Centralized Management
– Offers higher agility (more dynamic changes performance)
 Centralizat and transparent access to data
– One central PA authority to provide/manage the access to the data

25. Enterprise Content Management Platform
ECMP aims to serve as a platform for easy (no-code) creating of new typical
applications and Information Systems mainly for:
• Registers
• Appointments
• Authorizations.
First 4 information systems developed based on ECMP:
• Common Water Use Authorization System
• State Register of Controls
• Digital Agricultural Register
• e-Transport Authorizations

26. PUBLIC PORTAL OF GOVT. INSPECTION www.controale.gov.md
26
The State Register of Inspections launched in July 2014 is a platform aimed to:
• consolidate the registers of inspections of all control institutions
• include comprehensive & complete data: all the data on all inspection stages
(inspection plan, its results, and challenges filed by each individual subject)
• Implementing a single electronic register minimizes the cost of designing and
maintenance of separate Registers of Inspections for all control institutions.

27. e-Registry of Inspections: www.rsc.gov.md
27

28. e-REGISTRY OF GOVT. INSPECTIONS
28
The State Register of Inspections addresses a number of challenges to the
development of the business sector. It will:
• Prevent inspections to one individual conducted by several control entities
in a short period of time
• Prevent any inopinate inspections with no risk assessment, leading to abuse
on businesses
• Facilitate generation of consolidated reports on inspections for businesses
• Facilitate detection of alleged abuses in the control process

29. ADVOCACY

30. COMMON WATER USE AUTHORIZATION SYSTEM
Launched in May 2014, in partnership with the Ministry of Environment
The Platform www.autorizatiimediu.gov.md ensures the possibility to:
• apply for, withdraw and cancel the permit for water use & collection
• to track the status of applications
• to consult the open register of authorization on the portal
Efficiency: duration for SWU Authorization provision - from 6 months to 30 days
Full time online availability from any place & any device connected to Internet
Transparency and Better Quality of Data: public Register of SWU authorizations
Diminishing costs for SWU authorization request and issuance processes

31. e-Reporting Portal for Legal Persons
Continuous upgrade and improvement on the levels of:
– Conceptual Reengineering – optimizing business processes
– Legal and Regulatory Framework adjustments
– Technical and technological integrations

32. e-Application for Activity License
Launched in November 2012, in partnership with the Licensing Chamber
• Online submission by economic entities and review by the Licensing Chamber
of requests for license issuance, re-issuance and extension
• Integrated with the Mobile Signature
• The authenticity of information submitted by applicants or license holders is
verified through the interoperable systems of authorities concerned
• General uptake of e-service since launching: > 87%
• Monthly uptake rate in the last 12 months: > 90%

33. Fiscal e-Services–a great example of sectorial e-Transformation
Portal www.serviciifisc.md
eInvoice Current Taxpayer Account
Order online standard forms Information on Taxpayers
Online Checking of Fiscal Invoices Download of Standard Forms
Expanded Fiscal Calendar Advanced Access to Info on Taxpayers
e-Notification personal mailbox Certification & Issuance of dig. signatures
Convertor e-Statement Convertor Quick Declaration

34. eINVOICE
LAUNCHED IN FEBRUARY 2014
• The same legal weight in electronic format as on paper
• The system and possibility to apply all types of digital signatures available
ensures data accuracy, and reduces the risk of invoices' counterfeiting
The eInvoice represents an alternative method to the paper-based issuance of fiscal
and shipping invoices.
Savings only from avoiding paper forms use (16 mln forms/year): cca 1.3 mln USD/year
Since October 2014 using eINVOICE is mandatory for the
central public administration authorities.

35. eINVOICE
Launched in February 2014. Accessible on the tax e-services portal www.servicii.fisc.md
The e-service is a web application of SaaS (Software as aService) type integrated with
the Govt. platform services MSign, MPass, MLog and Mnotify, and hosted in MCloud.
UPTAKE: Since the February 2014 until April 2015:
➢ 4500 legal persons
➢ 8,000 unique users subscribed to the eInvoice system
➢ 5 mln invoices generated
➢ 54% of companies subscribed to the system
➢ Cca 70% decreased costs per total for issuing an invoice

36. E-CUSTOMS – MODERNIZED CUSTOM PROCEDURES
The State Customs Service – ASYCUDA World Information System
• Saving time, money, effort
• Independence towards the territorial custom authority
• Eliminating physical contact with the custom operator
• Transparency
• Seamless international traffic of goods
• Permissive acts issued electronically
• Higher information and data security
• e-Archiving
• Interoperability in real time
• Modern custom procedures
• Environment protection

37. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Level of computer endowment in households, %

38. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Level of computer endowment in households, per residence %
In general, the households have 1 to 3 computers each, and the average number
of computers per household is 1.2 units.

39. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Level of computer possession in households by family income, 2016, %

40. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Level of computer possession in households by area of residence, %Level of computer possession in households by family income, 2016, %
Level of computer possession in households by level of education, %
. Level of computer possession in households by level of education, %

41. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Households connection to Internet, %
.

42. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Type of Internet connection in households, %
.

43. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Internet use over the past 12 months by area of residence, %

44. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Accessing the webpages of the state/government institutions, %

45. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
Average comparative level of the respondents’ willingness to use online services

46. PARTICULARITIES OF ACCESS TO E-SERVICES AND E-INFRASTRUCTURES
• 77% support the GeT Reform vs. 43% in 2010
• 73% would opt for online regime if needed services available in both regimes
(of which 63% prin telefonul mobil)
• 30% accessed at least one e-service on CPA level in 2016 (vs.4% in 2011)
• On PC 62%, by mobile phone 31%
• Satisfaction with the quality of services: online 66% vs. offline 58%
• Big divide low-income level: 6% of those who have accessed e-services;
30% of those satisfied with e-services
• Trust in PDP online: 50%

47. OPEN DATA
• 798 datasets
• 46 CPA posting authorities
• OD focal points in all CPAs
• 3.5 mln downloads
• OD Catalogue
• OD Methodology (2014)
• Re-use
• Applications (26 ODP-integrated)
• Capitalizing on OD
Open Data Portal: www.date.gov.md – launched in April 2011

48. OPEN GOVERNMENT: TRANSPARENCY ON BOARD

49. GOVERNMENT SERVICES MODERNIZATION
Increasing
• ACCESS and ACCESSIBILITY
• EFFICIENCY
• QUALITY
NATIONAL ROADMAP 2017-2021 ON THE GOVT. SERVICES MODERNBIZATION REFORM
(GOV. RESOLUTION #966 din 09.08. 2016): http://lex.justice.md/md/366273/

50. PSM REFORM PRIORITIES: CITIZEN VIEW
Criteria %
Obtaining all services in one place 22,58
Having online information about service delivery 18,29
Obtaining services online or by phone 10,49
Obtaining services as close to home as possible 10,05
Decreased service fees 11,56
Obtaining expedited services at additional costs 3,23
Delivery of documents by mail, without need to visit the
service providers
4,59
Possibility to pay online for services 5,59
Others 1,03

51. STAGES OF PUBLIC SERVICES MODERNIZATION
RATIONALIZATION REENGINEERING DIGITIZATION DELIVERY
Eliminate obsolete
services
Consolidate related
services
Identify life scenarios
and business events
Review and simplify
general legal
framework
Business process
automation
Mechanisms to apply
and deliver services
online
Mechanisms to check
application status
Inter-agency data
exchange
Multiple delivery
channels
Deliver central services
locally
Customer-centered
delivery
Quality and delivery
standards
Continuous
improvement
Administrative
streamlining
Business process
optimization
Eliminate un-necessary
documents
Review and simplify
specific legal
framework
COORDINATION AND PROGRAM/PROJECT MANAGEMENT
MONITORING AND CONTROL
COMMUNICATION, TRAINING AND MARKETING

52. PSM REFORM MECHANISM

53. REENGINEERING PRINCIPLES
Reengineering is a fundamental rethinking and radical remodeling of
processes, with the goal of producing major changes in key performance
indicators such as cost, quality and speed of service delivery
CITIZEN CENTRICITY
Service by default,
Proactivity
Trust the citizen
MULTIPLE DELIVERY
CHANNELS
Delivery using one-stop-
shops, online, call
center, kiosks…
Possibility to chose
preferred channel
SIMPLIFICATION AND
STANDARDIZATION
Unified experience
Predictability
MINIMUM
DOCUMENTS
Do not ask for
documents which
exist in official data
sources
USE IT SOLUTIONS
Online submission and
delivery
Check status online
Data exchange

54. PRIORITIES
• Simplification
• Co-creation
• Localization
• Sectorialization
• Social inclusion
• Interoperability
• Reengineering as a must
• Building / Strenghtening Capability
• Problem-driven iterative adaptation

55. THE BEST FRIEND AND WORST ENEMY OF INNOVATION
IN GOVERNMENT IS…
THE GOVERNMENT ITSELF

56. GOVERNMENT OF REPUBLIC OF MOLDOVA
Contact information: Moldova eGovernment Center
www.egov.md
E-mail: cornelia.amihalachioae@egov.md
office@egov.md
KÖSZÖNÖM!
THANK YOU!