Presentation given by Moldova at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 3: Quality management systems and quality culture.

1. MOLDOVA
Public Services
Agency

2. 2

3. PUBLIC SERVICES AGENCY

4. 4
BASIC FUNCTIONS
Topic 3
Implementation of the inter-sectoral policy and the one-stop shop mechanism for the provision
of public services; management, development and provision of public services; standardization
and quality control
1
Possession of state information resources, state information systems and the national archival
fund
2
State records, state registration of civil status documents and population documentation
3
State registration of legal entities, their subsidiaries, representative offices and individual
entrepreneurs, regulation of entrepreneurial activity through licensing
4
State registration and assessment of real estate and rights over it
5
Registration and identification of vehicles; qualification and documentation of vehicle drivers
6

5. 5
HOLDER OF THE STATE REGISTERS
State Population
Register
State Vehicles
Register
State Legal
Entities Register
State Drivers
Register
IS "Real estate cadastre"
IS "State Register of Administrative
Territorial Units and Addresses"
IS "Government Customer
Support Center"
Topic 3

6. SPECTRUM OF SERVICES
Physical persons
62 services
Real Estate
59 services
Legal entities
37 services
Other services
64 services
Drivers
13 services
Vehicles
27 services
262
TYPES OF
SERVICES
Topic 3
Registration of civil status documents
and citizenship of the RM
Identity documents of the National
Passports System
Cadastral works
Registration, evaluation
Registration and licensing
of legal entities
Identification and
registration of vehicles
Drivers’ qualification
and documentation
Electronic services
Request for Mobile Office service
Informational assistance

7. APPLIED STANDARDS
9001:2015
Quality management system.
Requirements
27001:2017
Information technology. Security techniques.
Information security management system.
Requirements
37001:2016
Anti-bribery management system.
Requirements with guidance for use
Topic 3
National internal control standards

8. NATIONAL INTERNAL CONTROL STANDARDS
 Regulation on the self-evaluation
 Reporting of the internal managerial control system
 The issuance of the Statement of Managerial Responsibility, that the
Agency annually prepares, which is addressed to the Ministry of Finance
 Annual Report on the Internal Managerial Control and the Statement of
Managerial Responsibility
Topic 3

9. QUALITY MANAGEMENT SYSTEM (ISO 9001)
9001:2015
 Improving the quality of products and services
 Identifying nonconforming activities and products
 Increasing the level of customer satisfaction and perception
 Controlling and monitoring processes
 Ensuring a risk-based thinking
Topic 3

10. INFORMATION SECURITY MANAGEMENT SYSTEM (ISO 27001)
 The credibility, integrity and confidence given to customers, employees,
contractual partners and owners that Agency's information and
IT systems are protected
 Providing evidence for the authorities that the laws and regulations are
respected
 Ensuring a business continuity and disaster recovery plan, suitable for
Agency
 Increasing productivity by reducing operational risks and greater
availability in the exploitation of IT systems
Topic 3
27001:2017

11. ANTI-BRIBERY MANAGEMENT SYSTEM (ISO 37001)
 Adoption of a policy and procedures to combat corruption
 Management’s demonstration of its leadership and commitment
 Training in the spirit of fighting corruption
 Designation of a person to supervise compliance with this policy
 Assessment of corruption risks related to some projects or some
commercial partners
 Implementation of financial, commercial or contractual means of control,
as well as in the procurement field
Topic 3
37001:2016

12. BENEFICIARIES’ SATISFACTION DEGREE TO THE CONDITIONS
OF THE SERVICES PROVISION IN MULTIFUNCTIONAL CENTERS
FROM THE CHISINAU MUNICIPALITY
Topic 3

13. Thank you for attention!
Deputy Head of the Digitization Department
Pavel ŞINCARIUC
pavel.sincariuc@asp.gov.md