1. MOLDOVA
Digital
transformation

3. 3
SERVICE DESIGN AND DELIVERY IN A DIGITAL AGE
Academies for EaP countries
Digital transformation

4. Main Challenges in Digital
Transformation
1. Money
2. Employee
3. Society
4. Institutions
5. Legal Framework

5. 1. Main Challenges - Lack
of financial resources
 Development of projects
 Project maintenance
 Promotion of services
 Salary: Private ≠ Public

6. 2. Main Challenges -
Employee
 Lack of qualified staff
 Brain drain
 The staff is not motivated

7. 3. Main Challenges -
Society
 Minimal use of eID
 Digital education
 Resistance to change
 Insufficient coverage with
technical equipment

8. 4. Main Challenges –
Institutions
 Resistance to change
 ICT infrastructure, local
 Duplication of functionalities or
systems
 Qualified institutional capacity in
the field of ICT

9. 5. Main Challenges – Legal
framework
 There is no Legal Framework for
some systems, or they have not
been adjusted
 Lack of legal documents
for new digital technologies
 There are no legal provisions
regarding non-compliance with
the ICT legal framework

10. Overcoming challenges
 Accession to the Digital Europe Program of the European Union
 Establishment of the Fund for ICT projects (Digital Moldova)
 Creating/updating ICT specialization programs for (current and future) public sector employees
 Unified Service Delivery Centers – establishment and expansion
 Development and launch of MobiSign
 EVO (MWallet)
 Mconnect
 Register of resources and information systems
 Evaluation of the existing regulatory framework for already developed information systems and proposals for
adjustment
 Creation and adjustment of the normative framework (European level) for new digital solutions
 Front Office Digitization