Our partners from the P.I. Public Services Agency (ASP) and the National Social Insurance Office (CNAS) participated today in a workshop on the methodology for development, implementation and evaluation of the framework for institutional performance of service providers and Unified Centres for Public Service Delivery (CUPS).

The workshop is one of the outcomes of a comprehensive exercise for the development of the policy and methodology framework for evaluation of the institutional performance of public administrative service providers and CUPS, aimed at establishing a consistent and effective performance management framework aligned with the innovative citizen-centred model of provision of public administrative services.

The participants, managers and heads of subdivisions from CNAS and ASP, gained deeper knowledge in this field and learned about the innovative practices of performance management relating to institutions providing public administrative services, with a focus on:

• identifying, formulating, and monitoring organisational indicators;
• ensuring synergies with the institution’s strategic and operational plans;
• financial and HR management processes, key principles of performance management;
• defining basic concepts of performance management (result chain, performance framework);
• presenting the transformative and innovative elements in performance management, to be introduced in the existing framework for service providers,
• discussing possible barriers in the implementation of the Methodology for development of the institutional performance framework and possible solutions for overcoming such barriers

This exercise has been conducted under Component 3 of the Modernization of Government Services Project implemented with the support of the World Bank and Moldovan Government’s contribution from 25 June 2018 to 30 June 2023.

The Project has 3 key components: (1) Modernization of services; (2) Digital platforms and services; (3) Implementation of the new model of public service delivery at the level of creating and strengthening institutional capacity.

The project development objective is to improve the accessibility, efficiency and quality of the provision of public administrative services, through a client/citizen centred modernization.