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Moldova

Ensure quality of service delivery (MD0068)

Overview

At-a-Glance

Action Plan: Moldova National Action Plan 2016-2018

Action Plan Cycle: 2016

Status: Inactive

Institutions

Lead Institution: National Social Insurance Agency; Agriculture Intervention Agency and Payments Agency (AIPA); Ministry of Finance (Customs Service)

Support Institution(s): E-Government Center

Policy Areas

Capacity Building, E-Government, Labor, Public Service Delivery

IRM Review

IRM Report: Moldova Mid-Term Report 2016-2018

Starred: No

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Not Relevant

Potential Impact:

Implementation i

Completion:

Description

Ensuring the delivery of quality public services through process reengineering and optimizing the process of delivering public services
6.1 Reengineering / modernization of the public services in the field of social protection, namely the implementation of the e-Demand service for the allowances granted to families with children
6.2. Developing the online submission system for subsidy files in agriculture
6.3. Farmers' training on the use of the online submission system for grant dossiers, registries and other relevant information systems in the sector according to the annual internal training plans
6.4. Implementing the Cabinet of the economic agent as a mechanism for interaction with the economic agent, with the following functions: - possibility of generating reports for the economic agent; - electronic mail; - the mechanism for submitting documents in electronic format and digitally signed
Responsible institution: National Social Insurance Agency; Agriculture Intervention Agency and Payments Agency (AIPA); Ministry of Finance (Customs Service)
Supporting institution(s): E-Government Center
Start date: 4th quarter 2016 End date: 2nd quarter 2018

IRM Midterm Status Summary

6. Ensure quality of service delivery

Commitment Text:

Title: Ensuring the delivery of quality public services through process reengineering and optimizing the process of delivering public services

6.1 Reengineering / modernization of the public services in the field of social protection, namely the implementation of the e-Demand service for the allowances granted to families with children

6.2. Developing the online submission system for subsidy files in agriculture

6.3. Farmers' training on the use of the online submission system for grant dossiers, registries and other relevant information systems in the sector according to the annual internal training plans

6.4. Implementing the Cabinet of the economic agent as a mechanism for interaction with the economic agent, with the following functions:

- possibility of generating reports for the economic agent;

- electronic mail;

- the mechanism for submitting documents in electronic format and digitally signed

Responsible institution: National Social Insurance Agency; Agriculture Intervention Agency and Payments Agency (AIPA); Ministry of Finance (Customs Service)

Supporting institution(s): E-Government Center

Start date: 4th quarter 2016 End date: 2nd quarter 2018

Context and Objectives

In September 2016, the government approved the Modernization of Public Services Reform to improve the access, efficiency, and quality of government services.[Note184: The law, http://lex.justice.md/md/366273/] This project will be implemented by the State Chancellery and funded by the World Bank.[Note185: World Bank, Modernization of Government Services in the Republic of Moldova, http://projects.worldbank.org/P148537/?lang=en&tab=financial] This commitment aims to support the implementation of this four-year reform strategy.

Specifically, the goal of this commitment is to 1) modernize social protection public services by implementing the new e-Demand service, 2) develop an online submission system for subsidy files in agriculture and train farmers on how to use it, and 3) implement a mechanism for interacting with economic agents. The online system will make the submission of subsidy files in agriculture more efficient, avoiding travelling to the capital city for this purpose. However, the National Farmers’ Federation considers that a more important step in this process should be to streamline the paperwork needed for submission, and eventually to reduce it, as well as to more clearly communicate to farmers what exactly they need to submit.[Note186: V.Pojoga, National Farmers Association AgroInform, personal communication, 21 December 2017.]

The e-cabinet of the economic agent is a digital application to be included in the general inter-operability platform,[Note187: The platform was developed by the Government as a technical solution which will ensure the exchange of data between the Governmental Agencies, and Ministries, http://lex.justice.md/md/353238/] although a separate server for it also exists. The request to introduce such a system (e-cabinet) came from the business sector. The e-cabinet will make the customs-related processes more efficient for business entities, as there will be no need to submit the same paperwork for each activity, but rather it will allow the customs officers to access the paperwork electronically. This will also help avoid errors and potential corruption.

The specificity of this commitment is medium: the first three commitment activities identify deliverables but the function of the cabinet of the economic agent is ambiguous, as is its relevance to the overall objective. Ultimately, while this commitment optimizes the service delivery processes in various fields, it does not contain a public-facing element which would increase access to information, create opportunities for citizens to influence government decision making, or hold government officials accountable. As such, this commitment is not relevant to OGP values.

If fully implemented, this commitment will have a minor potential impact. Despite the general title of this commitment and its relationship to the expansive public services reform, the actual scope of this commitment is limited to specific services in the fields of social protection, agriculture, and economics.

Completion

The overall completion of this commitment is limited. Although the National Social Services Agency (NSSA) fully implemented the e-Demand service, the implementation for the remaining commitment activities is either limited or not started.

In October 2016, the NSSA launched the e-Demand service, which provides three types of allowances granted to families with children (6.1).[Note188: Bani, e-Demand service, http://bani.md/serviciul-ecerere-indemnizatii-familiilor-cu-copii-a-fost-lansat-cine-sunt-beneficiarii-si-care-sunt-conditiile---81359.html] Although the action plan was developed in 2016, the development of this e-Demand service began in 2015. The NSSA, with support from the E-Government Center and MiLab, conducted an assessment of the child allowances application process, which included visits to the territorial offices of NSSA, and conducted a survey among beneficiaries (e.g., parents).

The development of the online submission system of agricultural subsidy applications was initiated in 2017 (6.2). No consultations have taken place with the agricultural associations or with the end beneficiaries, but the launch of the new system was discussed during regular meetings[Note189: V.Pojoga, National Farmers Association AgroInform, personal communication, 21 December 2017.] held by agricultural associations. Although a final concept of the system is not yet available at the time of research, the Ministry of Agriculture and AIPA have announced that the system will be launched in 2018.

The government has not begun implementing the farmers’ training on the use of the online submission system (6.3) and the interviewed agricultural association[Note190: V.Pojoga, National Farmers Association AgroInform, personal communication, 21 December 2017.] is not aware of any government plans. The association stated that if there are government-led training programs, the farmers will attend the sessions only if participation is a requirement for subsidy applications.

The E-Cabinet of the economic agent is currently being tested on the developer’s (BASS Systems, a local IT company) and the Customs Office training server,[Note191: V. Girbu, Customs Office, personal communication, 4 January 2018.] but the launch date of the system is not yet known (6.4). However, the formulation of the commitment in the action plan does not fully reflect the activities planned by the Customs Office, the implementing agency, in 2018 to train staff and disseminate information about the new system via government websites and email. The business association representative interviewed[Note192: E. Chirilenco, European Business Association, personal communication, 22 December 2018.] by the IRM researcher was not aware of plans to develop and launch the new system. The electronic mail component (as listed in the action plan) is not de facto a component of this system, as it exists as a separate activity of the institution.[Note193: V. Girbu, Customs Office, personal communication, 4 January 2018.] The report generation function is planned for the future but has not been developed. The IRM researcher organized an online survey to inquire about the outcomes of the e-Demand service implementation between November 2016–December 2017. The results show that many parents are not aware of this e-service, despite the information the NSSA has disseminated via websites, social media, TV and radio channels when the e-system was launched. Parents who have used the service have expressed their gratitude and have also recommended further technical improvements to the platform, e.g. adding an application monitoring instrument, and a child allowance calculator. Using this e-service has reduced waiting time, quickened access to services, and reduced costs for beneficiaries who would otherwise have to travel from rural areas to the NSSA.

Early Results (if any)

The IRM researcher organized an online survey to inquire about the outcomes of the e-Demand service implementation between November 2016–December 2017. The results show that many parents are not aware of this e-service, despite the information the NSSA has disseminated via websites, social media, TV and radio channels when the e-system was launched. Parents who have used the service have expressed their gratitude and have also recommended further technical improvements to the platform, e.g., adding an application monitoring instrument, and a child allowance calculator. The application allows monitoring through an already available verify status function. Using this e-service has reduced waiting time, quickened access to services, and reduced costs for beneficiaries who would otherwise have to travel from rural areas to the NSSA. Additionally, according to the E-Government Center, offline users have also benefited from the service implementation with a shorter and simplified experience. According to the government, the e-demand service continues to be improved through a citizen-centric and citizen-driven redesign.

There are no early results for commitment activities 6.2, 6.3, and 6.4.

Next Steps

The IRM researcher recommends for this commitment to be completed in the remaining time of the action plan implementation, and taken forward into the next action plan if more time is needed. Specifically, the government should consider the following suggestions to improve the commitment activities:

· Raise awareness and knowledge of the e-Demand service among the public and relevant stakeholders (6.1).

· Organize TV-based training for farmers on the use of the online submission system, as opposed to internet training, seeing as 74 percent of the population[Note194: According to the 2017 Public Opinion Barometer] use TV, compared to only 46 percent who use the internet. Besides, for 65 percent of the population, TV represents the main source of information, while the internet is the primary source for only 24 percent (6.3).

· Develop tools, such as surveys, to measure user satisfaction and the coverage of the e-Cabinet system (6.4).


Moldova's Commitments

  1. access to information and open data

    MD0069, 2018, Capacity Building

  2. budget transparency and public procurement

    MD0070, 2018, E-Government

  3. civil society collaboration

    MD0071, 2018, E-Government

  4. diaspora participation

    MD0072, 2018, E-Government

  5. accountability mechanism

    MD0073, 2018, Audits and Controls

  6. public service delivery

    MD0074, 2018, Capacity Building

  7. Increase public procurement transparency

    MD0061, 2016, E-Government

  8. Increase knowledge of public procurement process

    MD0062, 2016, Capacity Building

  9. Ensure budgetary transparency

    MD0063, 2016, E-Government

  10. Open data in education sector

    MD0064, 2016, E-Government

  11. Publish government-held open data

    MD0065, 2016, E-Government

  12. Participative policy-making process

    MD0066, 2016, E-Government

  13. Public sector evaluation

    MD0067, 2016, Public Participation

  14. Ensure quality of service delivery

    MD0068, 2016, Capacity Building

  15. Improving the government open data portal

    MD0048, 2014, E-Government

  16. Setting up an action plan for open data

    MD0049, 2014, Legislation & Regulation

  17. Setting up guidelines for publishing open data.

    MD0050, 2014, Open Data

  18. Raising awareness among civil servants.

    MD0051, 2014, Legislation & Regulation

  19. Civil Servant Training

    MD0052, 2014, Capacity Building

  20. Government email system

    MD0053, 2014, E-Government

  21. Auditing public websites

    MD0054, 2014, Audits and Controls

  22. Evaluating e-petition requirements.

    MD0055, 2014, E-Government

  23. Fostering transparency at the local level.

    MD0056, 2014, E-Government

  24. Improving communication at the local level.

    MD0057, 2014, E-Government

  25. Adopting new public consultations principles.

    MD0058, 2014, Legislation & Regulation

  26. Training civil servants for improved communication

    MD0059, 2014, Capacity Building

  27. Improving online participation platform

    MD0060, 2014, E-Government

  28. Strengthening the enforcement of the regulation on transparency

    MD0001, 2012, E-Government

  29. Semestrial progress reports on transparency in decision making

    MD0002, 2012, E-Government

  30. Update the module "decision making transparency" on the websites of the central public authorities

    MD0003, 2012, E-Government

  31. Publish environmental open data on central public authorities websites

    MD0004, 2012, Environment and Climate

  32. Develop methodological guide

    MD0005, 2012, Environment and Climate

  33. Amendment Regulation

    MD0006, 2012, E-Government

  34. Mandatory use of government e-mail account electronic (gov.md)

    MD0007, 2012, E-Government

  35. Annual report on public sector information

    MD0008, 2012, Legislation & Regulation

  36. Post information on draft policies and legislations on www.particip.gov.md

    MD0009, 2012, E-Government

  37. Development of an Online Petition Portal

    MD0010, 2012,

  38. Starred commitment Draft the Law on public sector information reuse

    MD0011, 2012, Right to Information

  39. Develop institutional regulations for collecting, archiving and publication of data in digital format in line with national standards

    MD0012, 2012,

  40. Developing the Public Procurement Application

    MD0013, 2012,

  41. Starred commitment Drafting the Government Decision on implementation of Law on public sector information reuse

    MD0014, 2012,

  42. Opening Priority Data

    MD0015, 2012,

  43. Publishing the Open Government Data Catalogue

    MD0016, 2012,

  44. Expanding government data portal (www.date.gov.md)

    MD0017, 2012, E-Government

  45. Mapping the location of public institutions

    MD0018, 2012, E-Government

  46. Develop applications to launch of the innovative applications development contest

    MD0019, 2012,

  47. Implementation of selected apps

    MD0020, 2012,

  48. Develop national standards for collecting, archiving and publication of data in digital format

    MD0021, 2012,

  49. Amend Law No. 1264- XV to make income and property declarations of senior officials, judges, prosecutors, and civil servants, public

    MD0022, 2012,

  50. Develop an online automated information system for public officials to file income statement

    MD0023, 2012,

  51. Develop guidelines for using social media in the public sector

    MD0024, 2012,

  52. Harmonize Public Relations and Communication Strategy with the guidelines on using social media

    MD0025, 2012, Capacity Building

  53. Government presence in social media

    MD0026, 2012, Capacity Building

  54. Social media in government training

    MD0027, 2012, Capacity Building

  55. Develop regulation

    MD0028, 2012,

  56. Publish documents

    MD0029, 2012, E-Government

  57. Publish projects, plans and budget proposals on websites of authorities

    MD0030, 2012,

  58. Starred commitment Publish real-time information on state budget execution

    MD0031, 2012,

  59. Update annual database on public spending (BOOST) and publish data for 2011

    MD0032, 2012,

  60. Publish online realtime income and expenditures of central public authorities

    MD0033, 2012,

  61. Opening up data and providing quarterly updates on external assistance

    MD0034, 2012,

  62. Create an internal integrated information system for collecting information on external assistance

    MD0035, 2012,

  63. Develop and launch an external web application to monitor flow of external assistance

    MD0036, 2012,

  64. Transparent Information on Public Procurement

    MD0037, 2012,

  65. Starred commitment Develop and launch the Electronic Information System

    MD0038, 2012,

  66. Establish a Procurement Agency Assistance Center

    MD0039, 2012,

  67. Train public offcials

    MD0040, 2012, Capacity Building

  68. Develop indicators and statistical methodology for transparency in e-procurement systems

    MD0041, 2012,

  69. Starred commitment Amend electronic procurement law

    MD0042, 2012,

  70. Draft and approve list of public services

    MD0043, 2012,

  71. Develop and implement quality standards

    MD0044, 2012,

  72. Digitize public service gradually

    MD0045, 2012,

  73. Starred commitment Human Resources Management System

    MD0046, 2012,

  74. Innovative IT Tools for Primary and Secondary Education System

    MD0047, 2012,