moldova experience on e-services
TRANSCRIPT
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.
