Between 24 and 28 February 2020, the focal points and other relevant public servants responsible for the modernization of public administrative services selected under Batch 2 of the Modernization of Government Services in Moldova Project (MGSP), participated in a training course on “Fundamentals of business process analysis, formalisation and optimisation within public institutions”.

The course aimed at familiarizing the 25 focal points from the National Social Insurance Office, the Ministry of Health, Labour and Social Protection, and the Public Services Agency, with the most innovative methods and tools for remodelling administrative processes related to public service provision based on a citizen-centred and citizen co-creation approaches, combining the BPR (Business Process Reengineering) and Design Thinking approaches. They will apply these tools in the next 2 years to modernize the selected services provided by the said authorities, with the support of EGA and the consultancy company contracted under the MGSP project.

This exercise was conducted under Component 1 (Modernization of Selected Services) of the MGSP Project, which is implemented with the support of the World Bank and the Moldovan Government’s contribution from 25 June 2018 to 30 June 2023.

The Pilot Batch 1 of services undergoing modernization has already been launched under Component 1. Based on it, the draft version of the new Methodology for Public Service Reengineering was piloted for 3 services reengineered conceptually in 2019 (Determination of Disability and Work Capacity, Provision of Unemployment Benefits, and Issuing a Driving Licence). The modernization of these services, implementation of the proposed solutions for conceptual reengineering is starting now. Under Batch 2, the modernization of other 7 groups of services (37 services overall) started in the areas of Documentation of Population, Civil Status and Social Insurance.

A summary of the course on Business Process Reengineering in the provision of public administrative services, dedicated to the managers of 3 central public authorities, will be delivered on 28 February 2020.

The MGSP Project has 3 key components: (1) Modernization of services; (2) Digital platforms and services; (3) Implementation of the new model of public service delivery at the level of creating and strengthening institutional capacity.

The project development objective is to improve the accessibility, efficiency and quality of the provision of public administrative services, through a customer/citizen centred modernization.