- A survey of 3,024 Moldovan citizens in 2015 found increasing public support for e-government reforms between 2012-2015, with more seeing them as important and expressing willingness to use e-services. - 78% saw e-government reforms as important in 2015, up from 56% in 2012. Usage of e-services and confidence in their quality also increased over this period. - However, uptake of e-services remains relatively low, with 19% accessing at least one in 2015. Younger, wealthier, and more educated citizens were more likely to use e-services and support reforms. - The report concludes key indicators are trending positively but more work is needed to increase e-service

1. Governance e-Transformation:
Public Perception, Support, and Uptake Survey 2015
Chisinau, Moldova
April 2016
GOVERNMENT OF REPUBLIC OF MOLDOVA
CORNELIA AMIHALACHIOAE
Moldova eGovernment Center

2. PUBLIC PERCEPTION INDICATORS - CORE
CITIZENS’ SAY MUST BE FOUNDAMENTAL
AND GO MUCH FURTHER THAN ELECTIONS/POWER INVESTMENTS INTO MPs,
EACH CORE REFORM NEEDS CONSTANT MEASUREMENT OF THE SOCIETY’S PULSE

3. PUBLIC PERCEPTION INDICATORS IN THE RESULTS MATRIX
The IDA/WB-financed Moldova GeT Project & Strategic Program for e-Transformation –
among the first practices of using public perception indicators in its M&E effort in public
administration projects, and governance flows in Moldova. >20 Indicators monitored:
- citizens’ degree of satisfaction with the quality of e-services
- support for GeT Reform, and openness towards using GeT Products
- citizens’ awareness and understanding of the eGovernance, its advantages etc.
- confidence in the quality & security of G2C/G2B online interactions
- uptake of e-services and Governmental web pages etc.

4. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Methodology
Sample size: 3024 respondents aged 18 years & older
Representativeness: sample representative for the adult population of Moldova,
with a maximal error margin of ± 1.8%.
Data collection period: November 2015
Location: Interviews conducted at respondents' residence.
Language: Romanian or Russian (up to respondent’s choice).
Sample: stratified sampling, probability sampling, bistadial sampling.
Randomization: 1. Location 2. Family 3. Person

5. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Perception on the importance
of implementing Governance e-Transformation
78% of respondents in 2015 (vs. 56% in 2012) consider the GeT Reform implementation as
being important (from average to very important). Out of these, 46% rated as highly and very
important the GeT Reform (vs. 29% in 2012)
29
41
45 46
27 26
19
32
22
18
15
11
23
14
12
9
0
5
10
15
20
25
30
35
40
45
50
2012 2013 2014 2015
Highly Important
Quite Important
Not so important
Don't know

6. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Public Support for Governance e-Transformation
79% of respondents in 2015 (vs. 58% in 2012) support GeT (from average/3-4 to fully
support/5-6). Out of these, 50% fully support the GeT Reform (vs. 31% in 2012)

7. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Perception on the advantages e-Governance
63% of respondents in 2015 (vs. 48% in 2012) are confident that eGovernance has
important advantages, brings benefits. Although the awareness degree on exact benefits is
lower than the degree of confidence in the fact that they incur (49%), those who are aware
of the benefits, pointed out:

8. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Willingness to acess e-services & confidence in their quality
In 2015, cca 70% (vs. 57% in 2012) of respondents expressed their willingness to access
e-services via computers, while 58% (vs. 40% in 2012)-using the mobile phone. More than
63% would like to use both their PCs and mobile phones.
70.2% of citizens rated with 3 to 6 their level of confidence in the quality of e-services

9. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Profile of most confident respondents in e-services quality
• the managers at all levels
• highly qualified professionals
• skilled workers
• pupils / students
• people with high income of over 5,000 MDL
• those with high level of education,
• respondents from South of Moldova
All these groups marked the level of trust with 3 and above in a share of over
80%. It is worth stating that, depending on the age of respondents, the highest
confidence was expressed by the young population (79%), while the lowest
confidence – by the elder generation (56%).
However, if assisted, more than 95% of citizens opted to be served in online
regime vs. the offline regime

10. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of confidence in the SAFETY of online services provision
Respondents were asked to rate their level of confidence that if requesting an
online public service it will ensure achieving the targeted service with the full
compliance of their personal data protection – their data shall not be made
available to irrelevant persons or institutions.
Correlation analysis: indicator connected with the level of citizens’ trust in Govt.

11. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Confidence in personal data protection
In 2015, cca 50% (vs. 43% in 2012) of respondents expressed a level of
confidence from average to full in the compliance to personal data protection
requirements ensure by the Govt. agencies while transacting online with citizens
& businesses. The level of distrust decreased by 20% compared to 2012.

12. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Perception on advantages of accessing e-services

13. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of public services offline and online
31% stated they requested the public services provided by CPA authorities (including
territorially deconcentrated) at least once during 2015. More requested by:
- managers at all levels (62%)
- highly qualified professionals (47%)
- skilled workers in agriculture (48%)
- administrative clerks (43%)
- people with higher education (42%)
- respondents from Chisinau (42%).
Proportional increase correlated with:
levels of welfare and education.
The public services were least requested by:
- the elder aged respondents of 66-74 years
- migrants
- respondents residing in the Southern part of the country
- their share is less than 20% in each group

14. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of public services offline and online
31% stated they requested the public services provided by CPA authorities (including
territorially deconcentrated services) at least once during 2015.

15. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of public electronic services
19% of respondents accessed during the proceeding 12 months accessed at least one e-
service whether fully in online regime (4%), whether in mixed regime (15%)

16. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of public electronic services
Depending on the age group, within the 26-35 years old ones, 27% of respondents
accessed online services or service procedures. In some of the groups, gender divide
(insignificant to average) was observed relating to the way of accessing the services.

17. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of satisfaction with the quality of public electronic services
Target for the end of Moldova GeT Project (end of 2016): 60%
Current level of satisfaction: 66%
Among the ones satisfied with quality of e-services, the share of those fully satisfied/very
satisfied is increasing significantly: 47% in 2015 vs. 24% in 2014 and only 7% in 2012

18. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of satisfaction with the quality of public electronic services vs offline services
e-Services 4.44 average mark vs. Offline Services 4.30

19. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Most uptaken e-services in 2015
e-Service 2014 2015 Increase
e-Application for Criminal Record 19% 26% 8%
e-CNAS (reporting to National Social Insurance Office) 25% 24% -1%
e-Invoice 21% 23% 2%
e-CNAM (reporting to National Health Insurance Office) 22% 22%
Online filling of the income tax 23% 19% -4%
Check the registration number of (IDNO) the legal entity 6% 18% 12%
Check data about mean of transport 10% 18% 7%
Access to data from Real Estate Register 13% 17% 5%
Checking information about tax payer 12% 17% 6%
Current account of the taxpayer 13% 17% 4%
Checking personal data (IDNP) of the individual 10% 15% 4%
Sheet of the Building 6% 13% 7%
Check number of individuals with the same name/last name 8% 13% 5%
Access to graphic information on Real Estates 7% 12% 5%
Issuing information regarding the value of real estate 4% 12% 8%
Check the availability of the registration number of mean of transport 7% 11% 5%

20. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of the Governmental authorities web pages in 2015
Baseline value (before GeT Project) - 2010: 7%
Target for the end of Project (Dec. 2016): 25%
Current value (December 2015): 36%
In the last years web pages central public administration authorities significantly improved, a
range of informational and methodological content is made public, usability and consistency
levels increased, this leading to the increase of interest towards them from the population.

21. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of the Governmental authorities web pages in 2015
correlation with various aspects of socio-demographic profiles
At least one of the websites of the central public administration authorities was accessed in 2015 by
over 60% of managers (all levels) and highly qualified professionals, people with higher education, over
half of pupils/students, administrative clerks, residents of the capital city Chisinau.
Income: the share of respondents increasing from 13% for households with income below 1,000 MDL
to 62% for those with income above 6,000 MDL.
Age: here is correlation between the use of websites and respondents' age - the elder the users, the
lower the share of those who access the webpages.
Residence: the lowest usage reported in rural areas; however, there is
an increase of 6 p.p. compared to 2014 and 15 p.p. compared to
2015. Increase trends reported in all geographical regions, the South
region remains to be less active in this context

22. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Most visited web pages of CPA authorities in 2015
Name of the institution Website Accessing % Increase
vs. 2013
2013 2014 2015
Ministry of Education http://www.edu.md/ 40,4% 39,2% 39,2% -1,2
State Hydrometeorological Service http://www.meteo.md/ 28,9% 38,7% 37,4% 8,6
Tourism Agency http://www.turism.gov.md/ 14,9% 19,1% 23,9% 9,0
Ministry of Health http://ms.gov.md/ 16,7% 21,5% 22,9% 6,2
Ministry of Internal Affairs http://www.mai.md/ 19,4% 19,1% 21,4% 1,9
National Social Insurance Office http://www.cnas.md/ 16,3% 15,2% 20,0% 3,7
National Health Insurance Office http://www.cnam.md/ 10,6% 13,0% 19,9% 9,3
National Bureau of Statistics http://www.statistica.md/ 15,8% 16,1% 18,5% 2,7
Ministry of Justice http://justice.gov.md/ 18,0% 16,8% 18,1% 0,1
Ministy of ICT: State Enterprise “Posta Moldovei” http://www.posta.md/ 18,0% 9,8% 16,0% -2,0
Ministy of ICT: State Enterprise “Registru” http://www.registru.md/ 13,7% 15,5% 15,1% 1,3
Ministry of Culture http://www.mc.gov.md/ 7,9% 13,1% 13,7% 5,9
Ministry of Foreign Affairs&European Integration http://www.mfa.gov.md/ 8,4% 8,8% 13,7% 5,3
Ministry of Justice : Legal Information Center http://justice.gov.md/ 9,4% 9,8% 13,5% 4,1
Ministry of Economy http://www.mec.gov.md/ 10,7% 10,7% 13,3% 2,6
Ministry of Finance http://www.mf.gov.md/ 11,4% 11,3% 13,3% 1,9
Land Relations & Cadastre Agency: SE “Cadastru” http://www.cadastre.md/ 9,7% 9,2% 13,0% 3,2

23. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Uptake of Government’s web site www.gov.md in 2015
The Government’s website was accessed by 40% of managers at all levels, highly qualified professionals,
36% administrative clerks, 1/3 respondents with higher education, 25% of pupils/students. Cca 27% of
users reside in Chisinau. There is a direct correlation between the perceived level of households’
welfare and the level of accessing the page, that records less than 15% in case of those stating their
family monthly income is 3,000 MDL and below, and over 20% in case of those with income >3,000
MDL. Respondents from rural area reported very low level of accessing the site - 10% - as previously.

24. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of household endowment with computers in 2015

25. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of household endowment with computers in 2015,
correlated with the respondents’ age
The highest level - among respondents of age group 16-25 (85%).
The lowest one – among those aged 66-74 (25%)

26. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of household endowment with computers in 2015,
correlated with the respondents’ level of education

27. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of household endowment with computers in 2015,
correlated with the respondents’ area of residence and gender
Gender: Insignificant differences recorded in the level of computer possession by gender:
69% - among male respondents versus 66% - among female ones.
Area of residence: The share of households endowed with computers in rural areas is
lower (less than 60%). The difference is about 11 p.p. compared to urban areas and 28 p.p.
compared to the capital city - Chisinau.

28. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Main reasons of computers’ lack in the households

29. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of computer use in 2015
A share of 68% respondents have used computers in 2015, regardless of the venue they
accessed them from, this being equal with the weight of those who have computers. The
level of computer use has increased compared to the results of previous studies: with
about 6 p.p. in comparison with 2013 and 13% compared to 2012.

30. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of computer use and availability, by age groups, in 2015

31. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of endowment with Internet connection in 2015

32. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Type of Internet connection
The most popular type of connection is still ADSL, with over 40% answers, about ¼ being
covered by optical fiber. Wi-Fi connection becomes more and more accessible, recording
constant tendencies to increase with 12% answers in 2015, compared to preceding
researches: 11% in 2014, 7% in 2013 and 3% in 2012.

33. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Type of Internet connection per residential area and regions in 2015
ADSL is more common for the South of Moldova (76%), followed by the North with 50%. 3G is ranked second
in these areas accounting for 12% in the South and 12% in the North. Cca 30% of the population from the
Center of Moldova is connected to Internet through optical fiber or ADSL connection; 16% - through WiFi.
Tendencies of using Internet via mobile phone is observed, especially in the rural area.

34. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Level of Internet connection availability and use, by age groups in 2015
Among groups of young respondents the level of access is higher, they are accessing Internet
also outside the household; the share of respondents who actually use Internet in their
households diminishes with the advance in age, even if computers are available in their
households.

35. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Venues for Internet access in 2015

36. 2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION
Reasons for the lack of internet connection

37. THANK YOU!
Contact information:
Cornelia Amihalachioae
Performance & Social Innovation Officer / M&E
Coordinator
e-mail: cornelia.amihalachioae@egov.md
Moldova eGovernment Center:
www.egov.md, http://egov.md/en/resources/polls