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Public Service Delivery (MD0074)



Action Plan: Moldova Action Plan 2018-2020

Action Plan Cycle: 2018

Status: Active


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

Support Institution(s): NA

Policy Areas

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

IRM Review

IRM Report: Pending IRM Review

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


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


  1. Access to Information and Open Data

    MD0069, 2018, Capacity Building

  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, Capacity Building

  7. Increase Public Procurement Transparency

    MD0061, 2016, Anti-Corruption

  8. Increase Knowledge of Public Procurement Process

    MD0062, 2016, Anti-Corruption

  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, 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, 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, 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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