The need to expedite the digital transformation process in the Republic of Moldova was highlighted throughout 2021. Digitalization is a priority on the Government Agenda, whereas the e-Governance Agency (EGA) shall become the main axis around which all digital governance advocates revolve. Against this background, the digitalization subject-matter finds itself at the forefront of the development and modernisation goals envisaged for the government institutions, which sought the EGA expertise and support to reengineer, digitalise and upgrade the delivery of public services.

Given the circumstances, throughout 2021, the EGA aligned its agenda with the Government digitalization priorities, depending on the requests submitted by public organisations, business associations, the relevant initiatives promoted by national and international partners, and managed to embark on digital projects and identify solutions and resources to successfully achieve the goals within the shortest possible timeframe.

Amongst the EGA main achievements pertaining to service modernisation one can mention the launch of a series of new digital projects, namely: the Unified Centre for Public Service Provision (CUPS) – a new blueprint for digital service provision. The first CUPS was launched in December 2021. Meanwhile, throughout 2022, the EGA is going to pilot the CUPS within 17 Mayoralties and nine Moldovan Consular Offices established abroad.

The Semantic Catalogue Information System was launched during the reporting period – an information resource meant to secure the storage and recordkeeping of data in a single format, accepted and recognised by all country institutions – holders and suppliers of data.

A new version of the Public Services Portal (servicii.gov.md) was made available to the users – a single platform, which encompasses complex information on the whole range of public services. Version 2 has been improved and supplemented with new functionalities and information on public services to be accessed by citizens, business community representatives/interested people.

Thanks to the World Bank Group support – an EGA development partner, and in close cooperation with the public service rendering institutions, a number of services were subject to reengineering (rethinking and streamlining), which, as of 2021, were made available in digital format, e.g. Modernisation of the Unemployment Allowance Provision Service. The EGA Reengineering Team, along with the National Employment Agency, improved the registration approach of citizens seeking the status of unemployed, providing them with the possibility to submit their registration applications online at: https://e-iss.anofm.md/.

Another reengineering-related project is the Modernisation of the Driving Licence Issuance Service, carried out jointly with the Ministry of Internal Affairs. In the same context, as of 27 December 2021, people may submit and settle online their applications to be issued Criminal Record Certificates. Likewise, the Patrolling Officers will be able to identify digitally the motor drivers. The action falls within the range of activities carried out by the Project titled “Modernisation of Government Services”, implemented by the EGA with the World Bank Group support. At the same time, the EGA provided assistance to the Ministry of Labour and Social Protection aimed at developing the Concept of the Automated Information System “Disability and Work Ability Assessment”. Another action successfully accomplished in 2021 was the modernisation of legal entities registration service. The Reengineering Component also dealt with the Modernisation of Civil Status Services and the Modernisation of Social Insurance Services.

According to the EGA 2021 Activity Report, the government platforms and electronic services, such as MPay, MPass, MConnect, MSign, MPower, MNotify, etc. recorded extensive use in 2021, reaching record figures in terms of the number of users, transactions, integrations, authentications, hits and supplements with new functionalities and data batches.

In terms of developing and supplementing the relevant regulatory framework, policy and strategic development documents intended to sustain the digital transformation process, it is worth noting the adoption of the Law on Public Services, the package on Economic Sector Digitalization, a number of Government Decisions dealing with the public sector digitalization and cross-sector e-governance products (platform e-services).

In order to secure an advanced level of transparency and digital literacy, the EGA Board approved the EGA Communication and Partnership Strategy for 2021-2024, which outlined the development goals of an open, pro-active and transparent institutional complex communication process, which is accessible for the general public. The document also envisages building partnerships among the EGA and the interested national and international institutions aimed to share experience and best practices, leading to the development of an advanced information society. To this end, several cooperation agreements were concluded, and a series of joint conferences, debates, trainings, workshops, webinars, awareness raising sessions were conducted with the aim to gain knowledge, integrate and use electronic public services, including awareness raising sessions for the CPA and LPA officials, business community representatives, as well as for the rural area volunteers.

Three new editions of the EGA Quarterly Electronic Newsletter were published on the Web page, focused on enhancing communication and visibility, as well as on promoting the products and platforms developed by the EGA. Over 100 Press Releases, circa 150 informative messages were posted on the Social Media (Facebook, LinkedIn, Instagram, and Twitter). During the aforementioned period, the Press Club for Digital Transformation started its activity under the aegis of the Deputy Prime-Minister of Digitalization, Iurie Turcanu. This new communication platform with Media representatives, opinion leaders, bloggers and Media professionals pursues the goal to identify current topics to be subject to debates with the empowered bodies and Media representatives. Subsequently, the messages covering the actions undertaken in the digitalization area shall be made available to the public.

Awareness raising campaigns highlighting the electronic services, the advantages of using technologies by the population while seeking public services were conducted throughout 2021, namely: “Take Care of Your Money with Visa and MPay”, “e-Governance for All and Everybody”, “Electronic Platforms and Services Accessible to Diaspora”, including the EGA participation in the 2021 Diaspora Congress.

The EGA measures, on a yearly basis, the population level of knowledge and satisfaction relative to the e-Governance products by means of an Annual National Survey, conducted by a specialised company. The 2021 Survey displays the relevant indicators for the use of professionals/experts in the area of Government Services digitalization and outlines further goals and priorities in the digitalization area. Among such indicators one can mention the 11%-increase in the access rate to electronic public services relative to 2020, which has reached the highest level recorded from 2012 onward, representing almost 50% of the population who benefited from public services in general.