The World Bank mission to oversee the implementation of the Modernization of Government Services in Moldova Project paid a visit to Moldova from 14 to 17 January 2020. 

The visit included a number of meetings with representatives of the State Chancellery, the Ministry of Finance, the public service providers selected for modernization under the Project (National Social Insurance Office, Public Services Agency, National Council for Determination of Disability and Work Capacity, National Employment Agency, State Tax Service and others).

The goal of the mission was to review and assess progress and challenges relating to project implementation and to make recommendations on ensuring an effective and efficient implementation process.

The Modernization of Government Services in Moldova Project (MGSP) was launched on 25 June 2018 with a 5-year implementation period and includes hundreds of project activities under its 3 key components:

I. Modernization of services (rationalization, reengineering of selected services; expansion and diversification of service access points)

II. Digital platforms and services (strengthening and expansion of existing e-Governance infrastructure, digitization of procedures and/or services, mechanisms to ensure cyber security and personal data protection)

III. Implementation of the new (customer/citizen centred) model of public service delivery at the level of creating, strengthening and adjusting the institutional capacity.

The development objective of the project financed from the loan provided by the World Bank Group and the contribution of the Government of Moldova is to improve the accessibility, efficiency and quality of the provision of public administrative services, through customer/citizen-centred modernization.