Citizens in the rural areas of the country benefit from public services at the highest standards of quality, efficiency, and responsiveness thanks to specialists from the Unified Public Service Centers (CUPS), continuously trained by experts from the Electronic Governance Agency to assist people in accessing public services using digital governance solutions.

Starting today, CUPS specialists will be better equipped for efficient communication and relationship with service users. The 100 CUPS specialists will undergo training in four rounds, focusing on communication and relationship management. The purpose of the training is to develop communication and relationship skills to enhance the personal and professional performance of the specialists engaged in public service delivery, as well as to support them in their mission to contribute to improving digital literacy among the rural population.

During discussions with CUPS specialists, Andrei Prisacar, EGA director, noted that thanks to them digitization reaches villages and communities across the country, and electronic services are becoming increasingly popular.

The training objectives were centered around:

Building modern relationship attitudes;

Improving behaviors and performance through dialogue and communication;

Developing competencies and skills for better performance;

Targeted communication techniques for different categories of people;

Promoting organizational culture, etc.

The trainer Svetlana Macrinici, coordinator of the Innovation and Training Center in Digital Governance at the Electronic Governance Agency, used various training techniques and methods, including communication activities, role-playing, attention tests, dialogue, and brainstorming. Following the course, CUPS specialists are expected to apply the acquired skills for delivery of digital public services in the local governments that have joined the CUPS project, to contribute to strengthening the public institution's relationship with the community, ensuring an open and efficient interaction environment, adapted to the technological progress and citizens’ expectations in the digital era.

CUPS specialists received certificates of participation in the training course, as well as a set of outreach materials and handouts for informing citizens, aiming not only to provide information but also to raise the level of digital literacy among the population, especially in rural areas. Through these informational resources, CUPS will prepare communities for technological changes and adaptation to digitized public service delivery.

The training course is part of a broader training program dedicated to CUPS specialists, organized under the Modernization of Public Services Project, implemented by the Electronic Governance Agency with the financial support of the World Bank Group.

For more information about CUPS visit https://servicii.gov.md/ro/cups.