moldova experience on e-services

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,

e-Government Center

Chief Information Office of the Government of the Republic of Moldova

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

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.

By 2020 all public services will be digitized and accessible to citizens and business through

Governmental Public Services Portal

• 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

• 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.)

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

ELECTRONIC SERVICE

SECURITY AND IDENTITY

ELECTRONIC PAYMENTS

ELECTRONIC MESSAGING

HOSTING

DELIVERY

CLIENT SUPPORT

DIGITAL SIGNATURE

INTEROPERABILITY

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*

GOVERNMENTAL IDENTITY SERVICE

Strong authentication in governmental information systems

Available since May, 2012

GOVERNMENTAL DIGITAL SIGNATURE SERVICE

Application of digital signatures on any type of digital content with any signing technology

Available since July, 2013

2006 2011 09/2012 05/2014

GOVERNMENTAL ELECTRONIC PAYMENTS SERVICE

Pay for any public service with any payment tool available to citizens

GOVERNMENTAL NOTIFICATION SERVICE

Offline communication with public service consumers through different communication

channels

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? ;)

GOVERNMENTAL SHARED TECHNOLOGICAL PLATFORM

MCloud® is the governmental cloud computing environment for hosting and efficient

operations of governmental information systems

LESSON #1 THERE ARE NO MIRACLES

1. Prepare yourself with patience.

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.

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.

LESSON #4 SEE THE BIG PICTURE

1. Create reusable infrastructures. /Identity, Payment, Interoperability …/

2. Do not repeat yourself – reuse!

3. Use standards.

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.

LESSON #6 PARTNER WITH PRIVATE SECTOR

1. Co-create. Outsource.

2. Open API.

3. Create capacity together.

4. Be honest and transparent. Always.

LESSON #7 DO NOT UNDERESTIMATE TECHNOLOGY

1. Invest into technologies of the future.

2. Avoid lock-ins.

3. Apply just enough engineering.

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.

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

LESSON #10 MEASURE YOUR SERVICES

1. Collect and analyze statistics.

2. Publish reports.

GOVERNMENT OF REPUBLIC OF MOLDOVA

Contact information: E-mail: office@egov.md