The first Unified Centre for Public Service Delivery (CUPS) was launched today, 21 December 2021, in the village of Lozova, Straseni district. The inauguration ceremony was attended by the Prime Minister Natalia Gavrilita, Deputy Prime Minister for Digitalization, Iurie Turcanu, representative of the World Bank, which is the main implementing partner of CUPS pilot project, representatives of central and local authorities, media and citizens.

In her speech, Prime Minister Natalia Gavrilita said: “The event we are attending today is a premiere for the Republic of Moldova. From now on, people in Lozova and neighbouring villages will be able to access digital government services with the support of a trained specialist. This means that we do not leave anyone behind digitalization – even people without a phone or a computer can come to the office of the local public authority to use the benefits of digitization of public services. One of the goals of the government I lead is to make public services less expensive and more accessible.”

In turn, the Deputy Prime Minister for Digitalization, Iurie Turcanu, emphasized the importance of cooperation between the central and local public authorities, in order to identify the optimal, most convenient and efficient formula for the delivery of public services to the citizens of the Republic of Moldova, wherever they are. "We share the same values, the same visions on how public services should be provided, using new tools and new possibilities. This reduces the burden on citizens, the queues at the counters, the number of requested documents", the Deputy Prime Minister for digitalization added.

The new centre is an innovative model of public service delivery and will be represented by a specialist employed in the mayor's office, who will facilitate citizens' access to a wide range of public services, provided by two institutions participating in the pilot project: the Public Services Agency and the National Social Insurance Office, but, in the future, the range of services will be expanded by building partnerships with other providers. The services that citizens can request through CUPS include requesting extracts from civil or property documents, submitting online applications, checking the status of the application for re-examination of the pension, applying for social benefits, booking time for a particular service or for receiving documents, paying for public services; receiving information and help with digital tools learning, etc.

They will operate as counters inside the buildings of the local public authorities and diplomatic missions and consular offices and will be equipped to be able to provide public services, primarily electronically. People who do not have access to the Internet or do not have sufficient digital skills to use public electronic portals on their own will be able to request assistance at CUPS in order to be able to receive government services in their locality.

Through CUPS, government services will become more accessible to Moldovan citizens in the country and abroad, including vulnerable and marginalized groups, with the goal of reducing barriers to accessing information and receiving government services. The project is implemented with the support of the World Bank, by the e-Governance Agency, the institution that made possible the development of technological tools, information system, interconnections with other authorities, training of specialists and facilitation of collaboration between public institutions at local and central level, participating in the piloting process and other actions necessary for the proper functioning of the CUPS.

In the first stage, 2021-2023, 26 centres will be inaugurated in the country and abroad, including 17 within LPAs in rural areas and 9 in Embassies and Consular Offices of the Republic of Moldova abroad. The criteria for the selection of pilot localities included geographical distribution, the number of the population, the availability of space and human resources, as well as their motivation to participate in this process. Later, depending on the experience gained and the requests, it will be possible to expand and ensure the implementation of CUPS at national level in about 60 localities.

The action takes place in the context of the implementation of the digitalization agenda and in accordance with the strategic priorities set out in the Government's Program and Action Plan and is designed to support the efforts aimed at modernizing governance and improving the quality of public services provided to Moldovans.

CUPS is established under the Modernization of Government Services Project, implemented by the Electronic Governance Agency with the support of the World Bank Group and the contribution of the Government of the Republic of Moldova.