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Moldova

Public Service Delivery (MD0074)

Overview

At-a-Glance

Action Plan: Moldova Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active

Institutions

Lead Institution: Public Services Agency, E- Governance Agency, State Chancellery, Ministry of Justice

Support Institution(s): NA

Policy Areas

Access to Justice, Capacity Building, E-Government, Judiciary, Justice, Public Service Delivery, Subnational

IRM Review

IRM Report: Moldova Design Report 2019-2020

Starred: Pending IRM Review

Early Results: Pending IRM Review

Design i

Verifiable: Yes

Relevant to OGP Values: Access to Information , Public Accountability

Potential Impact:

Implementation i

Completion: Pending IRM Review

Description

6. Developing citizen-centered public services by optimizing and streamlining public service delivery processes
Lead implementing
agency/actor Public Services Agency, E- Governance Agency, State Chancellery, Ministry of Justice
Commitment description
What is the public problem that the commitment will address? The commitment aims at addressing the issues concerning bureaucratic procedures and administrative burden on citizens and business environment in public service delivery. In addition, it has the goal of contributing to overcoming the problems concerning narrow institutional approach and the modus operandi of the public institutions, when it comes to public services delivery.
What is the commitment? Developing citizen-centered public services by optimizing and streamlining public service delivery processes.
How will the commitment contribute to solve the public problem? The implementation of the commitment will contribute to the improvement the citizens’ knowledge about the use of electronic public services. Additionally, the commitment aims at reengineering and digitization of 3 public services and facilitating access to information about public services and justice. Moreover, the commitment contains activities related to the development of multifunctional network centers for delivery of public services across the country and modernization of call center of the Public Services Agency.
Why is this commitment relevant to OGP values? Technology and innovation for transparency and accountability
Milestone Activity with a verifiable deliverable Responsible authority Deadline Progress indicators
Organizing communication and training activities for citizens and business environment on the use of electronic public services State Chancellery,
E-Governance Agency,
Ministry of Economy and Infrastructure,
Organization for Small and Medium Enterprise Sector Development Annual Number of trained people,
Annual communication and training programs developed
Modernization of 3 public services (issuing the driver’s license, granting unemployment benefits, disability determination process and work capacity) E-Governance Agency, Public Services Agency,
Ministry of Health, Labor and Social Protection, National Employment Agency, National House of Social Insurance,
National Council for Determining Disability and Work Capacity Quarter II, 2020 3 public services modernized
Piloting and institutionalizing unified centers for providing governmental administrative services (CUPS) State Chancellery,
E-Governance Agency Quarter IV, 2020 At least 10 unified providers of governmental administrative services operational
Developing the national network of multifunctional centers for delivery of public services Public Services Agency Quarter IV, 2019 Functional network, number of covered domains, number of services provided
Modernizing the call center of the Public Services Agency Public Services Agency Quarter IV, 2020 Modernized and functional call center
Extending the network of paralegals in rural and urban localities for the provision of primary legal assistance and access to justice National Legal Aid Council,
Ministry of Justice Annual Network of paralegals expanded by 10 units annually,
number of beneficiaries of primary legal aid offered by paralegals
Creating an electronic system for recording interviews between the probation counselor and subject of probation in order to ensure the transparency and prevention of corruption acts Ministry of Justice; National Probation Inspectorate Quarter IV, 2020 Electronic system created and implemented,
number of meetings

IRM Midterm Status Summary

6. Citizen-centered public services

Language of the commitment as it appears in the action plan: Developing citizen-centered public services by optimizing and streamlining public service delivery processes [80]

6.1 Organizing communication and training activities for citizens and business environment on the use of electronic public services

6.2 Modernization of 3 public services (issuing the driver’s license, granting unemployment benefits, disability determination process and work capacity)

6.3 Piloting and institutionalizing unified centers for providing governmental administrative services (CUPS)

6.4 Developing the national network of multifunctional centers for delivery of public services

6.5 Modernizing the call center of the Public Services Agency

6.6 Extending the network of paralegals in rural and urban localities for the provision of primary legal assistance and access to justice

6.7 Creating an electronic system for recording interviews between the probation counselor and subject of probation in order to ensure the transparency and prevention of corruption acts

Start Date: 2019              

End Date: 2020

Commitment Overview

Verifiability

OGP Value Relevance (as written)

Potential Impact

Completion

Did It Open Government?

Not specific enough to be verifiable

Specific enough to be verifiable

Access to Information

Civic Participation

Public Accountability

Technology & Innovation for Transparency & Accountability

None

Minor

Moderate

Transformative

Not Started

Limited

Substantial

Completed

Worsened

Did Not Change

Marginal

Major

Outstanding

6. Overall

Assessed at the end of action plan cycle.

Assessed at the end of action plan cycle.

                                       

Context and Objectives

In 2015, Moldova launched an assessment of its public administration, based on the public administration principles developed by SIGMA [81] for the EU’s European Neighborhood Partnership countries. [82] The results were used to develop a 2016-2020 [83] strategy and action plan for the public services modernization reform 2017-2021. [84]

The first three milestones of this commitment are taken from a major E-Governance Agency project to modernize public services delivery, financed by the World Bank. [85] The organization of the communication and knowledge-sharing activities for citizens and businesses on the use of electronic public services will be covered by all public authorities delivering such services [86] (6.1). While there is currently a project-level communication strategy in place, each public authority involved in the project is responsible for its own communication of e-services, and there is no supervisory authority tasked with monitoring the activities of all authorities. [87] Furthermore, three public services (issuing drivers licenses, granting unemployment benefits, and disability determination process and work capacity) will be digitized in the first year of the project (6.2). The project also involves piloting and institutionalizing Unified Centers for Public Service Delivery (CUPS) (6.3). If implemented, they could provide clearer and more easily accessible services to citizens.

As part of the public administration reform strategy, the government has created the Public Services Agency. [88] The Agency plans to build a network of multifunctional public service centers throughout the country and update its call center service to provide more targeted information to the public (6.4 and 6.5).

Extending the network of paralegals (6.6) is an important activity that could provide legal information to different social groups who would not otherwise have access to such services. [89] Created in 2010 with help from the Soros Foundation Moldova, the paralegal network is currently managed by the National Legal Aid Council (NLAC). [90] In 2018, the paralegal network was extended to cover socially vulnerable groups, and the NLAC intends to add 10 additional paralegals annually to the network. [91] As a result, more citizens could receive valuable paralegal assistance without going to court and it could help strengthen the legal culture in the country, which is currently low. [92] It could also help reduce the burden on the court system by solving many civil cases outside of the courts. [93]

Milestone 6.7 calls for creating an electronic system for recording interviews between probation counselors and the subject of probation, to replace the existing paper-based system. These recordings could help reduce corruption or mistreatment at the point when interviews are conducted. [94] However, these recordings are meant for the internal purposes of the inspectorate to make the work of inspectors more efficient. It is unclear from the commitment who will have access to the recordings besides the inspectors themselves.

This commitment is relevant to the OGP value of access to information due to the planned communication and training activities for citizens and businesses on the use of electronic public services (6.1). It is also relevant to the OGP value of public accountability through the extension of the paralegal network (6.6). This commitment brings together many important activities which, if fully implemented, could have a significant impact on government practice. Specifically, it could bring the government closer to citizens by facilitating access to relevant services, though it is too early to state what the impact for citizens will be.

Next steps

In the area of access to justice, the IRM recommends further expanding the network of paralegals (with a focus on socially and economically vulnerable groups) and promoting how paralegals can help citizens, given that their work is not always well known among the public. [95] The government could also consider integrating alternative dispute resolution mechanisms into the judicial system to help reduce the burden of cases on local courts and lead to faster resolutions.

The IRM also recommends including a commitment in the next action plan that directly addresses the persistent issues related to the lack of independence and transparency in Moldova’s judicial system. Future commitments could aim to improve the transparency of the selection, promotion, and dismissal procedures for judges. Moldova could also commit to ensuring that all court cases are assigned randomly.  

[80] OGP, Moldova Action Plan 2018-2020, https://www.opengovpartnership.org/documents/moldova-action-plan-2018-2020

[81] The Principles of Public Administration: A Framework ENP countries, http://www.sigmaweb.org/publications/Principles-ENP-Eng.pdf

[82] European Commission, European Neighbourhood Policy (ENP) Countries, https://ec.europa.eu/culture/policy/international-cooperation/neighbourhood_en

[83] Government Decision no. 911 of 25.07.2016 on the approval of the Strategy for the reform of the public administration 2016-2020, http://lex.justice.md/index.php?action=view&view=doc&lang=1&id=366209

[84] Government Decision no. 966 of 09.08.2016 on the approval of the action plan for the reform on modernizing public services 2017-2021, http://lex.justice.md/index.php?action=view&view=doc&lang=1&id=366273

[85] Modernization of government services project, http://www.egov.md/en/file/4484/download?token=MxH7-NMi; E-Government Agency, News about the Moldovan Modernization of Government Services Project, http://www.egov.md/en/communication/news/modernization-government-services-improved-accessibility-efficiency-and-quality

[86] Interview Cornelia Amihalachioae, E-Governance Agency, 10 April 2019.

[87] Ibid.

[88] Government Decision no. 314 of 22. 05. 2017, http://www.legis.md/cautare/getResults?doc_id=119451&lang=ru

[89] Telephone interview with Violeta Odagiu, executive director of the National Association of Paralegals from Moldova, 10 April 2019.

[90] National Legal Aid Council, https://cnajgs.md/en/structure/page/nlac

[91] Telephone interview with Violeta Odagiu, executive director of the National Association of Paralegals from Moldova, 10 April 2019.

[92] Ibid.

[93] Telephone interview with Ion Guzun, Legal Resources Center, 5 April 2019.

[94] Interview with Mahu Iurie, National Probation Inspectorate, 6 April 2019.

[95] Telephone interview with Violeta Odagiu, executive director of the National Association of Paralegals from Moldova, 10 April 2019.


Commitments

  1. Access to Information and Open Data

    MD0069, 2018, Access to Information

  2. Budget Transparency and Public Procurement

    MD0070, 2018, Anti-Corruption

  3. Civil Society Collaboration

    MD0071, 2018, E-Government

  4. Diaspora Participation

    MD0072, 2018, E-Government

  5. Accountability Mechanism

    MD0073, 2018, Anti-Corruption

  6. Public Service Delivery

    MD0074, 2018, Access to Justice

  7. Increase Public Procurement Transparency

    MD0061, 2016, Access to Information

  8. Increase Knowledge of Public Procurement Process

    MD0062, 2016, Access to Information

  9. Ensure Budgetary Transparency

    MD0063, 2016, Access to Information

  10. Open Data in Education Sector

    MD0064, 2016, Access to Information

  11. Publish Government-Held Open Data

    MD0065, 2016, Access to Information

  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, Access to Information

  16. Setting up an Action Plan for Open Data

    MD0049, 2014, Access to Information

  17. Setting up Guidelines for Publishing Open Data.

    MD0050, 2014, Access to Information

  18. Raising Awareness Among Civil Servants.

    MD0051, 2014, Access to Information

  19. Civil Servant Training

    MD0052, 2014, Access to Information

  20. Government Email System

    MD0053, 2014, E-Government

  21. Auditing Public Websites

    MD0054, 2014, Anti-Corruption

  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, E-petitions

  38. Starred commitment Draft the Law on Public Sector Information Reuse

    MD0011, 2012, Access 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, Access to Information

  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, Anti-Corruption

  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,

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