The document summarizes Moldova's efforts to transform government services through digital innovation and e-governance. It discusses how Moldova has merged technological modernization with public service reform by developing an e-government strategy, institutional framework, and key digital services and platforms. These include an e-services portal, digital signature, e-payments, cloud services, interoperability platform, and sector-specific initiatives in areas like taxes, customs, inspections, and business licensing. The goal is to streamline government processes, improve transparency and efficiency of services, and foster collaboration between government and businesses.

1. MOLDOVA
ICT enabled delivery of G2B services:
for transparent and productive G&B relation
Bishkek, Kyrgyz Republic
April 22,2015
GOVERNMENT OF REPUBLIC OF MOLDOVA
CORNELIA AMIHALACHIOAE
Moldova e-Government Center

2. E-TRANSFORMATION – SUPERSONIC AGENDA
Governance e-Transformation:
not an island of efficiency and
innovation, but
an engine to drive, enable,
streamline other reform flows

3. MERGING THE POSITIVE “STORMS”
• Technological Modernization
(whole-of-Govt. and sectorial)
• Public Service Reform
• Institutional Remapping
• Public Function Reform
• Decentralization
• Social Innovation
• Open Governance
• Economic Competitiveness
• SME Development
• PPP Innovative Models

4. RETHINKING BUSINESS & GOVERNMENT INTERACTION
BOUNDARIES BETWEEN THE PUBLIC SECTOR AND OTHERS ARE BLURRING*
TIME TO RETHINK THE GOVERNMENT-BUSINESS RELATION,
INCLUDING THROUGH DIGITAL INNOVATION
*The Solution Revolution, Deloitte Consultancy, 2013. William D. Eggers and Paul Macmillan

5. RETHINKING BUSINESS & GOVERNMENT INTERACTION
e-GOVERNANCE – MORE THAN INFORMATIZATION. MERGING POLICY,
REGULATORY & DIGITAL MODERNIZATION TO ENSURE:
• INTEGRATED AND INTEROPERABLE
• TRANSPARENT AND OPEN
• EFFICIENT AND PRODUCTIVE
• USABLE AND USED OUTPUTS

6. E-Transformation
2008-2010: MAJOR G-B RELATIONSHIP ISSUES

7. E-Transformation
E-TRANSFORMATION: MAIN ISSUES TARGETED 2011-2020

8. Digital
Services
Information
Security
IT capacity
building
Favorable
Regulatory
Framework
Innovative
technology
Intelligent IT
investment
Data center
consolidation
Public services
reengineering
Enterprise
architecture
Cloud
Interoperability
Modern
Access
Channels
Government Technology Strategy
Government Decision nr. 710, 20.09.2011
OUR MANDATE

9. Prime Minister
National e-
Transformation
Commission
Management
Board E-Government
Center
CIO Council
Ministry
Ministry
Agency
E-GOVERNANCE INSTITUTIONAL MAP

10. Leadership starts the Journey
Man Power Delivers Change and Results
19 central PA authorities institutionalized CIO Dept/Offices
> 50 CIOs / Coordinators of e-Transformation in CPA
> 40 coordinators for Open Data in the CPA authorities
> 3,000 public servants trained in e-Governance
• a secretary for public service reengineering in each CPA
• quarterly meetings with the business community

11. E-GOV INFRASTRUCTURE FOR SMART GOVERNANCE
ELECTRONIC SERVICE
SECURITY
AND IDENTITY
ELECTRONIC
PAYMENTS
ELECTRONIC
MESSAGING
HOSTING
DELIVERY
CLIENT SUPPORT
DIGITAL
SIGNATURE
INTEROPERABILITY

12. REINVENTING THE GOVERNMENT
Customer-oriented culture in the Public Administration
Reengineer. Simplify. Unify.
Interoperability (Data has to run, not people)
From customer orientation to C0-CREATION

13. Digital by
Default
Framework
REINVENTING THE GOVERNMENT
Security by
design
Mobile by
default
Content
Portability
Open Data by
default
APIs
Cloud First
Shared by
default

14. G4C / G4B PUBLIC SERVICES PORTAL
www.servicii.gov.md launched in May 2012
Version 2.0 under CO-CREATION CURRENTLY
Informative component:
427 service passports
Interactive component:
access to 102 e-services
> 600,000 visits
> 350,000 visitors.

15. MOBILE DIGITAL SIGNATURE
Launched in Sept. 2012, in partnership with mobile operators. Digital signing and
time stamping. More than accessing e-services.
MSign - signing of various digital content: web forms, offline documents, images.
35 thou registered users
Mobile penetration: 125 %
Subscribers to mobile services: > 4 mln

16. AUTHENTICATION AND ACCESS CONTROL SERVICE
SECURITY & IDENTITY

17. GOVERNMENT ELECTRONIC PAYMENT PLATFORM
E-PAYMENT
Over 730,000 transactions processed
Integrated: 16 payment providers; 14 public service providers; 18 groups of services

18. MCloud Platform fully operable from February 14, 2013
29 public authorities migrated their digital content to the Platform
Infrastructure as Service
Platform as Service
Software as Service
CLOUD FIRST POLICY
M-CLOUD: SHARED GOVERNMENT TECHNOLOGICAL PLATFORM

19. GOVERNMENT INTEROPERABILITY PLATFORM
MConnect – the foundation for public service reengineering
and subsequent digitization.
Piloted between 10 organizations
LEVELS
1. Technical-technological
2. Semantic
3. Legal & Regulatory
4. Organizational

20. GOVT.-BUSINESS E-TRANSFORMATION PILLARS
Opening & Closing a Business e-Public Procurement
State Inspections Fiscal and Custom e-Services

21. Enterprise Content Management Platform
ECMP aims to serve as a platform for easy (no-code) creating of new typical
applications and Information Systems mainly for:
• Registers
• Appointments
• Authorizations.
First 4 information systems developed based on ECMP:
• Common Water Use Authorization System
• State Register of Controls
• Digital Agricultural Register
• e-Transport Authorizations (request, issuance,
redistribution, analysis of unitary authorizations for
international auto transportation of goods & passengers)

22. e-Registry of Inspections: Public Portal www.controale.gov.md
22
National Development Strategy Moldova 2020: one of 7 priorities - to improve
the business environment by adjusting applicable regulations & using ICT in
delivering public services to businesses & individuals.
The Law # 131 dated 08.06.2012 on state control of entrepreneurship and Govt.
Resolution #147 dated 25.02.2013 on the enforcement of Law #131 ensure:
• facilitating the revision of state control procedures
• shifting the focus from inspections to guidance (risk perception principle)
• Increasing transparency (GR#147: the information about control actions and
findings is public and will be made available to the interested individuals).

23. e-Registry of Inspections: Public Portal www.controale.gov.md
23
The State Register of Inspections launched in July 2014 is a platform aimed to:
• consolidate the registers of inspections of all control institutions
• include comprehensive & complete data: all the data on all inspection stages
(inspection plan, its results, and challenges filed by each individual subject)
• Implementing a single electronic register minimizes the cost of designing and
maintenance of separate Registers of Inspections for all control institutions.

24. e-Registry of Inspections: www.controale.gov.md
24
Nr. of control institutions registered/operating within the system: 25
Nr. of planned controls in Quarter 2-2015: 15,975
Every quarter, 25 Plans of Controls monitored & approved by the State Chancellery
(cca 600-800 controls each)

25. e-Registry of Inspections: Public Portal www.controale.gov.md
25
The State Register of Inspections addresses a number of challenges to the
development of the business sector. It will:
• Prevent inspections to one individual conducted by several control entities
in a short period of time
• Prevent any inopinate inspections with no risk assessment, leading to abuse
on businesses
• Facilitate generation of consolidated reports on inspections for businesses
• Facilitate detection of alleged abuses in the control process

26. e-Registry of Inspections: Business Know Your Rights

27. Digital & Regulatory reform merge
• Sectorial methodologies on planning state controls approved by the
Government;
• Planning, Examination, Approval & Reporting processes optimized
(plans and reports, in accordance with the Law #131, submitted for
review to the State Chancellery);
• Approved control plans are published on controale.gov.md;
• Relevant background for performance and compliance monitoring and
evaluation by the State Chancellery (ex-post);
• Duplications and abuses in conducting controls are avoided/minimized.

28. COMMON WATER USE AUTHORIZATION SYSTEM
Launched in May 2014, in partnership with the Ministry of Environment
The Platform www.autorizatiimediu.gov.md ensures the possibility to:
• apply for, withdraw and cancel the permit for water use & collection
• to track the status of applications
• to consult the open register of authorization on the portal
Optimized service: term for SWU Authorization reduced from 6 months to 30 days
Full time online availability from any place & any device connected to Internet
Transparency and Better Quality of Data: public Register of SWU authorizations
Diminishing costs for SWU authorization request and issuance processes

29. e-Reporting Portal for Legal Persons
E-Reporting Portal www.raportare.md launched in 2012: one-stop shop to allow
legal persons to report online. Based on it, the e-reporting services have been
developped to allow monthly e-reporting to:
– National House for Social Insurance (since February 2013)
– National Chamber for Health Insurance (since July 2013)
– National Bureau of Statistics (since March 2015)
Integrated with the governmental authentication and e-signing infrastructure.

30. e-Reporting Portal: reporting is not a burden
Uptake encouraged by public sector assimilation:
all CPA authorities obliged to e-report since fall
2014.
All businesses with more than 10 employees
report electronically since Jan. 1, 2015
As of March 2015:
• 232,004 requests for authorization to e-report
• 81.56% of REV5 reports submitted electronically
• 55.5% of REV5 Forms digitally signed in March
• Since launching, within 32% reporting flows the
Digital Signature has been used

31. e-Reporting Portal for Legal Persons
Continuous upgrade and improvement on the levels of:
– Conceptual Reengineering – optimizing business processes
– Legal and Regulatory Framework adjustments (to cover redesign results,
as well as provide to e-reporting process and its deliverables legal weight)
– Technical and technological integrations

32. e-Application for Activity License
Launched in November 2012, in partnership with the Licensing Chamber
• Online submission by economic entities and review by the Licensing Chamber
of requests for license issuance, re-issuance and extension
• Integrated with the Mobile Signature
• The authenticity of information submitted by applicants or license holders is
verified through the interoperable systems of authorities concerned
• General uptake of e-service since launching until April 2015: > 66%
• Monthly uptake rate in the last 12 months: > 90% (in March 2015: 98.4%)

33. Fiscal e-Services–a great example of sectorial e-Transformation
Portal www.serviciifisc.md
eInvoice Current Taxpayer Account
Order online standard forms Information on Taxpayers
Online Checking of Fiscal Invoices Download of Standard Forms
Expanded Fiscal Calendar Advanced Access to Info on Taxpayers
e-Notification personal mailbox Certification & Issuance of dig. signatures
Convertor e-Statement Convertor Quick Declaration

34. eINVOICE
LAUNCHED IN FEBRUARY 2014 in pilot stage, the eINVOICE is a software solution
designed for the legal persons from the country in terms of (fiscal) invoices’ and
shipping invoices development and electronic circulation.
• 2 scenarios
• The same legal weight in electronic format as on paper
• The system and possibility to apply all types of digital signatures available
ensures data accuracy, and reduces the risk of invoices' counterfeiting
The eInvoice represents an alternative method to the
paper-based issuance of fiscal and shipping invoices.
Since October 1, 2014 using eINVOICE is mandatory for the
central public administration authorities.

35. eINVOICE
Launched in February 2014. Accessible on the tax e-services portal www.servicii.fisc.md
The e-service is a web application of SaaS (Software as aService) type integrated with
the Govt. platform services MSign, MPass, MLog and Mnotify, and hosted in MCloud.
UPTAKE: Since the February 2014 until April 2015:
 4,310 legal persons
 7,030 unique users subscribed to the eInvoice system
 470 000 invoices generated
 420 000 invoices finalized
 30% of companies subscribed to the system
 34% generated invoices via the system
 70% decreased costs per total for issuing an invoice

36. eINVOICE – BENEFITS FOR BUSINESSES
- Saving time, money, efforts (no technical, financial, physical and legal efforts for
procurement from specialized offices, and transportation of invoices blanks)
- Annually cca. 14 mln paper-based blank forms (total cost of 1.28 mln USD) were procured
by the Min. of Finance to be sold to legal persons, 11 mln used)
- Possible repeated invoice completion in case of errors or adjustments with no expenses
- The other parties involved see the invoice and its data directly in the system in real time
- More productive and efficient accountability in the company, and no lost invoices
- No need to stock big amounts of papers in the offices/reserve space – eInvoice database
- No need to complete the VAT Livr form (generated automatically by eInvoice system)
- Possibility to use and present to state control bodies a paper-basedcopy of the eInvoice
containing a QR code (Data Matrix) in a transportation scenario

37. eINVOICE – BENEFITS FOR THE STATE TAX SERVICE
• Diminish possibilities for fiscal evasion, invoices, signatures counterfeiting
• Detection and reporting to inspection & control bodies of evasions and frauds
• Diminish the internal administrative burden
• Possibility for TS servants to verify based on data from eInvoice system the precision
of data provided by legal persons in monthly and yearly statements
• Within planned or unplanned financial-fiscal inspections, data on the flows of
transactions, turnovers, fiscal obligations’ compliance can be verified & validated
• Less frequently needed and performed controls (most data will be in the system
gradually, additionally to that from the e-Statement on VAT system)
• Possibility in goods transportation scenarios to verify the eInvoice copy (based on
the QR code) offline & online
• Exclude the risk of invoices’ loss (ensures integrity and correctness of FF inspection)

38. E-CUSTOMS – MODERNIZED CUSTOM PROCEDURES
The State Customs Service – ASYCUDA World Information System
• Saving time, money, effort
• Independence towards the territorial custom authority
• Eliminating physical contact with the custom operator
• Transparency
• Seamless international traffic of goods
• Permissive acts issued electronically
• Higher information and data security
• E-Archiving
• Interoperability in real time
• Modern custom procedures
• Environment protection

39. PRIORITIES
• Legal & Regulatory framework and Governance e-Transformation: status of
relationship – complicated, but meant to live together
• More agile internal regulatory and institutional framework
• Synchronization and coordination on both central and local PA levels
• Improving the PPP framework
• Maintaining in sectorial e-transformation the same drive and tempos as on the
supra-sectorial one (e-Tax and e-Custom sectorial agendas as an example)
• Credibility, equity and trust – the major challenge in becoming partners

40. CAPACITY TO DRIVE CHANGE
THE BEST FRIEND AND WORST ENEMY OF INNOVATION
IN GOVERNMENT IS THE GOVERNMENT ITSELF

41. GOVERNMENT OF REPUBLIC OF MOLDOVA
Contact information: Moldova eGovernment
Center
www.egov.md
E-mail:
cornelia.amihalachioae@egov.md
office@egov.md
THANK YOU!