1. Government e-Transformation Vision and Achievements E-Government Center / Government CIO Government of the Republic of Moldova ICT-enabled Investment Climate Reform: Leveraging Technology to Improve Regulatory Governance in the ECA region A Peer-to-Peer Workshop for Reform Practitioners June 4-6, 2013

2. Strategic Program for Governance Technological Modernization 2E-Government Center

3. Government Decision Nr. 797, 26.10.2012 The Government Action Plan for the modernization of public services (2012-2015) establishes the following actions: Elaborate and implement a Complex Reform of 587 public services Introduce Quality Standards, evaluation indicators and citizens report cards Elaborate a transparent Methodology for public services’ tariffs Create Registry of public services, AND E-Government to cut bureaucracy, administrative costs, inefficiency and low level of productivity 3 Reform Program of Public Services for 2012-2015 E-Government Center

4. Business / Private Sector Advantages 4 Business & e-Services Business & Platform Services Business as Service Providers Business as e- Transformation Partners E-Government Center

5. BUSINESS&E-SERVICES 5 Business Advantages E-Government Center

6. By 2020 all public services will be digitized and accessible for citizens and businesses from Public Services Portal. 6 e-Transformation Obiective for Public Services E-Government Center

7. 7 G4C / G4B Public Services Portal www.servicii.gov.md As of May 1, 2013: 114,499 visits 76,474 unique visitors E-Government Center

8. Most popular e-services available for business – e-Licensing – e-Reporting for State Tax Service e-Declaration – e-Reporting for National House of Social Insurance – e-Reporting for National Company for Medical Insurance – E-Cadastre Services Access to real estate register Real estate evaluation certificate – etc. New services planned for 2013 – e-Fiscal Invoice (September 2013) – e-Payments (June 2013) 8 Popular e-Services for Business E-Government Center

9. e-Services Delivery Model The e-Service Delivery Model provides a roadmap to assist and guide eGC and other Government agencies in delivery of e-Service. The successful e-Service delivery process required government agencies to engage in joint planning and creative solution-building and is based on mutual benefit to citizens, to agencies and to government as a whole. Principles – Customer oriented by Default – Security and privacy by Default – Cloud First Policy – Mobile by default Policy – Interoperability by Default – Web to Mobile – Content portability – Open Data by Default – Shared by Default 9 E-Government Center

10. BUSINESS& PLATFORM SERVICES 10 Business Advantages E-Government Center

11. E-SERVICE SECURITY & IDENTITY E-PAYMENT NOTIFICATIONS HOSTING SHIPPING SUPPORT SIGNING E-Service Infrastructures 11 E-Government Center

12. Available from May, 2012 SECURITY & IDENTITY 12 M-pass – reliable centralized national service of authentication and access into governmental services information systems. Offers several authentication mechanisms: mobile signature, digital certificate, user name, password. Mobile Signature offers strong two factor authentication. M-Pass www.mpass.gov.md

13. Available from July, 2013 SIGNING M-Sign M-Sign – centralized service for Digital Signature. Signing of various digital content such as web forms, offline documents, images. Mobile Signature combines both digital signing and timestamping. 13

14. 5 e-Services integrated into Mobile Signature service (i e-Licensing, e-Reporting to CNAM and CNAS, M-Payment, Income Tax declaration) Typical Mobile Signature Usage Scenario 14 E-Government Center

15. Mobile Signature can be used in private sectors where is an interaction with a large number of citizens and businesses. If the businesses are players in: Banking sector; Micro-financing; Insurance; Educational market; Etc. then they can get much more efficiency out of their business with Mobile Signature. 15 Using Mobile Signature in Private Sector E-Government Center

16. M-Pay makes possible to pay for any public service using all available payment methods, including: – Visa, MasterCard – Internet banking systems – Mobile banking solutions; – Cash-in machines; – Cash; – etc. 1 mln bank cards issued so far; Volume of cards transactions amount cca. 20.5 bln MDL; Less than 5% of cashless transactions. National Bank of Moldova 16 M-Pay - Government e-Payment Gateway E-Government Center

17. Available from June, 2013 E-PAYMENT 17 Government e-Payment Platform E-Payment service provides a uniform and reusable way of acceptance of electronic payments for all public institutions. It will allow interactive and transactional electronic service delivery and will provide each public institution the possibility to charge payments through any electronic instrument available on the market. The payments are part of the public services delivery: starting with the population documentation services, ending with traffic fines.

18. M-Delivery will make it possible to deliver all kind of goods, including certificates and passports to citizen home or office using various delivery channels. M-Notify makes it possible to notify identities such as persons, legal entities, vehicles etc. about all kind of events in a multitude of ways. 18 E-Government Center M-Notify & M-Delivery Available from: “Depends on Businesses!”

19. BUSINESSAS SERVICE PROVIDERS MOBILE SIGNATURE CASE STUDY E-Government Center Business Advantages 19

20. 20 E-Government Center Mobile Signature - launched on September 14, 2012

21. Mobile penetration in Moldova is close to 120%, and there are more than 4 million subscribers to mobile services. Moldova is the 7 th country in the world launching the mobile signature. Government of Moldova wins the Best m- Government Initiative Award (GSMA) – Feb.26, 2013. – Better outreach – better geographical coverage – Simple to use – does not require any installations or configuration whatsoever – Better portability – works on practically any platform – Affordable prices – the lowest subscription for citizens starts at less than 1 US dollar. Until June 30, 2013 is free of charge 21 E-Government Center Mobile Signature Advantages

22. Citizens got a cheap and convenient way to apply digital signatures; Operators got new business; Government got an extensive identity management infrastructure; Moldova gets a new image. 4xWIN 22 E-Government Center WIN 4

23. BUSINESSAS E-TRANSFORMATION PARTNERS E-Government Center 23 Business Advantages

24. E-Government Center 24 Roles and Responsibilities Prime Minister National e- Transformation Commission E-Government Center Management Board CIO Council Ministry Agency Sets the overall strategic objectives and priorities for the Governance e-Transformation Agenda Supports eGC in delivering its objectives; Provides focus, resources a and resolves issues Supports the Agenda with policies and execution of sectorial projects. Individual CIO’s will lead sectorial activities Support the sectorial implementation of the Governance e- Transformation Agenda Roles and Responsibilities: “Owns” the Governance e-Transformation Agenda Leads the development of high impact e-Services for citizens and businesses Leads and directs the CIO Council to achieve the e- Transformation Agenda Creates and manages a shared services infrastructure including leading CTS Supervises the IT projects portfolio at country level Contributes to ICT industry growth and attracts investment Facilitates training and ICT skill growth in Government

25. Enabling services - M-Pass, M-Pay, M-Sign - no need to develop these modules for every G2B service G2C/G2B portal - single window for accessing public services Shared services - ECMP - easy front-office and back-office service development Interoperability - data exchange with other service providers - eGC is a technological facilitator for the transformational projects implementation - Helps the regulators to identify the services for the Business (e-Licensing, e- Reporting to CNAM and CNAS, e-Payment, Income Tax declaration) -Provides financial support to develop the e-services for Business -active involvement into the procurement process -full-fledged promotional support for the e e-services -Capacity building (Virtual Academy, pro-bono seminars with private sectors, CIO Council) E-Government Center 25 Supporting regulators in developing specific G2B services

26. The 4 th Thursday of each month at 17:00 eGC has Scheduled Meetings with private sector to: -present public sector initiatives -learn about private sector products and services -learn about other countries experience -identify collaboration opportunities -present upcoming procurements -define new e-services E-Government Center 26 Building Partnerships and Sharing Responsibilities

27. Challenges. Lessons learnt GeT Project considered as a technological Project, not transformational It took more time to synchronize the technological component with the administrative one The success of the projects strongly interrelated with the eGC capacity and ability to manage the project implementation Ministries/CPAs with different level of development and infrastructure. Insufficient support - staff availability, staff authority Preservation of traditional processes, unwillingness to optimize business processes - resistance to change HR lag behind the IT market trends and what the private sector solutions Velocity of the IT Sector and the complexity of GeT Project 27

28. -Build trust between pubic and private sectors -Consider outsourcing for the quality delivery services -Provide training programs for E-Leaders and Civil Servants. Capacity building and creation of the adequate institutional framework and capacity for GeT Agenda implementation (e-Gov Virtual Academy, pro- bono seminars in partnership with private sector) -Organize Monthly meetings with private companies, regular consultations with public sector -Convene CIOs Council to support the Agenda with policies and execution of sectorial projects. Individual CIO’s to lead sectorial activities -Encourage Public Private Partnerships (M-Pay, Mobile Signature) -Develop the Legal, Regulatory and Technical Framework -Collaborate with the ministries/CPAs that proves openness to novelty/change -Participatory process How do we respond to that? 28

29. Contact information E-mail: oxana.casu@egov.md Skype: oxanacasu THANK YOU ! E-Government Center