The citizens of the Republic of Moldova will receive free consultancy and support when using public services. The government has approved the establishment of the government Customer Support Service, as well as the concept of the information system MSupport, which will facilitate the dialogue between service users and providers.

The government Customer Support Service will operate as a distinct unit within the Public Services Agency, and the MSupport information system will be developed by the Electronic Governance Agency to manage incidents, complaints, information requests, frequently asked questions, and assistance needs when using public services.

The government decision will be implemented gradually. Initially support will be provided for the public services of the Public Services Agency, the Electronic Governance Agency, the National Social Insurance Company, and the Information Technology and Cybersecurity Service, with a gradual extension to all authorities/public institutions providing services. Data exchange between government informational systems will be facilitated by the MConnect interoperability platform.

The costs for implementing this decision will be covered by the Electronic Governance Agency from the funds of the Modernization of Government Services Project, implemented with the support of the World Bank.