REPUBLIC OF MOLDOVA

MODERNIZATION OF GOVERNMENT SERVICES PROJECT

Public Administration reform

GENERAL PROCUREMENT NOTICE

Loan No. 8774-MD/Credit No. 6126-MD

Project ID No. P148537

 The Republic of Moldova has applied for financing in the amount of US$ 20 million equivalent from the World Bank toward the cost of the Modernization of Government Services Project, and it intends to apply part of the proceeds to payments for goods, works, related services and consulting services to be procured under this project. This project will be jointly financed by the Government of the Republic of Moldova.

The project development objective is to improve access, efficiency, and the quality of delivery of selected government administrative services.

The project will include the following components:

Component 1: Administrative Service Modernization

This component will support improvements in Government services processes to address excessive administrative requirements, inefficiency of public institutions, ineffective communication, and other deficiencies, creating barriers for citizens and businesses in accessing Government administrative services. This component will finance the following activities:

1. Re-engineering of selected services – planned to be launched in August 2017 and the contract signed in October 2017
2. Development of public services passports and life scenarios and inventory of existing services - planned to be launched in August 2017 and the contract signed in October 2017
3. Feasibility study for Unified Centers for Public Services Delivery (CUPS) - planned to be launched in August 2017 and the contract signed in October 2017
4. Procurement of equipment, furniture and Information System for CUPS - planned to be launched in February 2018 and the contract signed in June 2018
5. Procurement of hardware and software for Unified Call Center
6. Development of a Change Management Strategy and Action Plan
7. Leadership training and institutional communication
8. Comprehensive citizen outreach and awareness campaigns
9. Annual customer survey to measure citizen satisfaction
10. Development of a Social Inclusion and Citizen Engagement Framework

Component 2: Digital Platform and Services

This component will support the digitization of selected reengineered administrative services, complete and strengthen a common infrastructure and mechanisms for rapid deployment of ICT-enabled administrative services, and introduce Government-wide IT management and cyber security standards and procedures. This component will finance the following activities:

1. Development of methodology for administrative services digitization - planned to be launched in August 2017 and the contract signed in October 2017
2. Quality Assurance and User Acceptance Testing (UAT) to support digitization of services that have undergone reengineering - planned to be launched in December 2017 and the contract signed in March 2018
3. Digitization of Government-to-Citizen (G2C) and Government-to-Business (G2B) services that have undergone reengineering - planned to be launched in February 2018 and the contract signed in June 2018
4. Development of the Registry of Authorizations to enable a more flexible and secure delegation of access for businesses and citizens - planned to be launched in August 2017 and the contract signed in November 2017
5. Development of the Government notification service (MNotify) - planned to be launched in August 2017 and the contract signed in November 2017
6. Development of the front office digitization solution to allow electronic submission of requests for services- planned to be launched in August 2017 and the contract signed in November 2017
7. Development of the Government delivery service (MDelivery) - planned to be launched in May 2018 and the contract signed in August 2018
8. Extension of the Government payment service (MPay) to cover social payments and refunds - planned to be launched in May 2018 and the contract signed in August 2018
9. Development of the Government service for accessing administrative data (MAccess)
10. Extension of the Government service for applying and validating electronic signatures (MSign)
11. Development of a new version of public services portal
12. Procurement of additional shared computing infrastructure elements
13. Development of IT management and cyber security standards and procedures and learning management system to mainstream them within the Government
14. Development of e-learning module for IT Management standards and procedures
15. Training in cyber security

Component 3: Service Delivery Model Implementation

This component supports the alignment of institutional and staff capabilities of key Government agencies with the new citizen-centric model and digital administrative service delivery arrangements, implemented under Components 1 and 2. This component will finance the following activities:

1.      Assistance to public services providers in capability management and training - planned to be launched in December 2017 and the contract signed in March 2018

2.      Aligning organizational structures and staffing to the new model of services delivery and effective management of human resources - planned to be launched in January 2018 and the contract signed in April 2018

3.      Assistance to public services providers in managing capacity building - planned to be launched in November 2017 and the contract signed in February 2018

4.      Training of CUPS and services providers staff - planned to be launched in November 2017 and the contract signed in February 2018

5.      Assistance to public services providers in development of Institutional Performance Frameworks and training of managers and staff for effective performance management

Component 4: Project Management

This component will finance the Project Implementation Unit (PIU), based in the eGC and will co-finance the core eGC management team.

Procurement of contracts financed by the World Bank will be conducted through the procedures as specified in the World Bank’s Guidelines: Procurement of Goods, Works, and Non-Consulting Services under IBRD Loans and IDA Credits and Grants by World Bank Borrowers, dated January 2011, revised July 2014, and is open to all eligible bidders as defined in the guidelines. Consulting services will be selected in accordance with the World Bank’s Guidelines: Selection and Employment of Consultants under IBRD Loans and IDA Credits and Grants by World Bank Borrowers, dated January 2011, revised July 2014.

Specific procurement notices for contracts to be bid under the World Bank’s international competitive bidding (ICB) procedures and for contracts for consultancy services will be announced, as they become available, in UN Development Business, on the Bank’s external website, eGovernment Centre official web-site, and in local newspapers.

Interested suppliers, contractors and consultants who wish to be included on the mailing list to receive invitations to bid under ICB procedures, and interested consultants who wish to receive a copy of advertisement requesting expressions of interest for consultancy contracts, or those requiring additional information, should contact:

E-Government Center of the Republic of Moldova

Attn: Eugeniu Ursu, Executive Director

MD-2012, Chisinau, Republic of Moldova,

42, A. Puskin str, buildings B and G,

Phone: (+373 22) 820-021

Mobile phone: (+373 79) 886-655

e-mail: procurements@egov.md