1. MOLDOVA:
EXPERIENCE ON e-SERVICES
KYIV
4th FEBRUARY, 2015
GOVERNMENT OF REPUBLIC OF MOLDOVA
KNOWLEDGE SHARING SESSION
E-GOVERNMENT CENTER
Government Chief Information Office,
Government of Republic of Moldova,

2. e-Government Center
Chief Information Office
of the Government of the Republic of Moldova

3. Main topics:
• e-Governance framework
• e-Services delivery platform
• Lessons learned

4. e-Governance
is about electronic efficient governance.
Efficiency in Government is achieved through:
1.high quality electronic public services …
2.and performant internal business processes.

5. By 2020 all public services will be digitized
and accessible to citizens and business through
Governmental Public Services Portal

7. • Initially planned to be an e-services portal
• Launched in May 2012
• Currently 424 services published from a total of
500+
• ~1500 daily visitors
• 98 eservices published
• 50 institutions (ministries, agencies, state
enterprises)
• Hybrid approach to e-services integration in
portal – tightly integrated as well as loosely
coupled

8. • Institute an yearly selection process for sectorial
eservices implementation
• Shortlisted by CIO council and approved by eGC board
• Clear selection criteria:
– Urgency and relevance;
– Number of beneficiaries;
– Back-office readiness;
– Complexity;
– Legal framework readiness;
– Leadership and political will;
– sustainability;
– External factors (UE integration, etc.)

9. Sectorial Shared / Platforms Back-office digitization
Criminal Record Certificate ECMP Cadaster Archive
E-License SIGEDIA Civil Status Archive
E-Invoice eReporting National Archives
E-Visa Government Action Plan
Dashboard
E-Apostile eCabinet
Register of state inspections
Civil Status services
Agriculture register
E-Traffic

10. ELECTRONIC SERVICE
SECURITY
AND IDENTITY
ELECTRONIC
PAYMENTS
ELECTRONIC
MESSAGING
HOSTING
DELIVERY
CLIENT SUPPORT
DIGITAL
SIGNATURE
INTEROPERABILITY

11. ELECTRONIC SERVICE
SECURITY
AND IDENTITY
ELECTRONIC
PAYMENTS
ELECTRONIC
MESSAGING
HOSTING
DELIVERY
CLIENT SUPPORT
DIGITAL
SIGNATURE
INTEROPERABILITY
MPass®
from 05/2012
MSign®
from 05/2013
MPay®
from 09/2013
MNotify®
from 05/2012*
MCloud®
from 02/2013
MConnect®
from 07/2014
MDelivery
from mid. 2015
SSC
from 01/2014*

12. GOVERNMENTAL
IDENTITY SERVICE
Strong authentication in governmental
information systems

13. Available since May, 2012

14. GOVERNMENTAL
DIGITAL SIGNATURE SERVICE
Application of digital signatures
on any type of digital content
with any signing technology

15. Available since July, 2013

16. 2006 2011 09/2012 05/2014

17. GOVERNMENTAL
ELECTRONIC PAYMENTS SERVICE
Pay for any public service
with any payment tool available to citizens

20. GOVERNMENTAL
NOTIFICATION SERVICE
Offline communication with public service
consumers through different communication
channels

21. MNotify makes it possible notification
of various identifyable objects such as
persons, cadastral objects, vehicles,
fiscal invoices and many other...
hi,
Is there any
SMS for me? ;)

22. GOVERNMENTAL SHARED
TECHNOLOGICAL PLATFORM
MCloud® is the governmental cloud computing
environment for hosting and efficient
operations of governmental information
systems

25. LESSON #1
THERE ARE NO MIRACLES 
1. Prepare yourself with patience.

26. LESSON #2
DEVELOP CITIZEN-CENTRIC SERVICES
1. Keep focus on citizens.
2. Involve citizens in service
identification.
3. Streamline/re-engineer services
before digitization.
4. Choose right delivery channels.

27. LESSON #3
DEVELOP AN E-SERVICES STRATEGY
1. Quick wins.
2. Understand and manage
dependencies.
3. Adopt different strategies for
front office and backoffice.
4. Do not strategize too much.

28. LESSON #4
SEE THE BIG PICTURE
1. Create reusable
infrastructures. /Identity,
Payment, Interoperability …/
2. Do not repeat yourself – reuse!
3. Use standards.

29. LESSON #5
ESTABLISH PARTNERSHIPS
1. With service providers.
2. With private sector.
3. With e-gov authorities from
other countries.
4. With donors.
5. With relevant intl. organizations.

30. LESSON #6
PARTNER WITH PRIVATE SECTOR
1. Co-create. Outsource.
2. Open API.
3. Create capacity together.
4. Be honest and transparent.
Always.

31. LESSON #7
DO NOT UNDERESTIMATE TECHNOLOGY
1. Invest into technologies of the
future.
2. Avoid lock-ins.
3. Apply just enough engineering.

32. LESSON #8
DO NOT UNDERESTIMATE LAWYERS
1. Institutionalize everything.
2. Help lawyers understand e-gov
values.
3. Private data protection.
4. Legal enforcement of electronic
content.

33. LESSON #9
IMPLEMENT E-SERVICES ECONOMICS
1. Develop sustainable services.
2. Consider total cost of ownership
(TCO).
3. Help Ministry of Finance in
planning of IT investment in
public sector

34. LESSON #10
MEASURE YOUR SERVICES
1. Collect and analyze statistics.
2. Publish reports.

35. GOVERNMENT OF REPUBLIC OF MOLDOVA
Contact information:
E-mail: office@egov.md