More services online: public service digitalization exceeds 65%
More than 65% of public services in the Republic of Moldova have been digitalized, and for services aimed at the business sector, this rate is approximately 76%. This information was shared by Nicoleta Colomeeț, the director of the Electronic Governance Agency, during "Pe Față" show on Moldova 1. She highlighted that the government's goal is not only to expand digitalization but also to simplify services, making them quicker to access and reducing their overall number.
At the agency, we continuously manage and operate over 30 digital platforms while overseeing more than 90 digital services provided by various institutions. Our objective is to maintain, consolidate, and support the ongoing digitization of local public services, as emphasized by Nicoleta Colomeeț.
Among the most digitized institutions are the Public Services Agency, the National Food Safety Agency, and the Customs Service. However, there are still authorities where the digitization process is just beginning. The differences in progress are attributed to both the complexity of the services and the level of preparedness of the institutions involved.
Moreover, the adoption of digital services poses challenges, particularly given low electronic signature usage.
“Despite the fact that digital transformation began in the Republic of Moldova 15 years ago, the adoption rate of the main tool that grants access to the entire digital ecosystem—the electronic signature—remains relatively low”, said Colomeeț.
She noted that the lack of information and complicated procedures for obtaining electronic signatures discourage citizens from using them.
To address these issues, authorities plan to simplify access by introducing a digital identity wallet, which could include a free electronic signature. This initiative aims to facilitate the use of online services without requiring physical travel.
Currently, the most requested digital services are those utilized by the business sector, including customs declarations, extracts from state registers, cadastral services, and international transport authorizations. Businesses frequently access these services due to operational needs and legal obligations.
The annual budget of the Electronic Government Agency (AGE) is approximately 52 million lei, an amount considered insufficient for the development and maintenance of digital systems. The head of the institution noted, “To operate at full capacity, the budget should be at least doubled.”
The Electronic Government Agency is responsible for developing and administering the state's digital infrastructure, which includes the M-service ecosystem (M-Pass, M-Sign, M-Pay, M-Connect, M-Cloud) and the new integrated EVO application.
In recent years, the digitalization of public services has accelerated through the adoption of a "digital by default" principle, mandated by legislation. This principle requires institutions to prioritize online services and ensure the exchange of data between registers so that citizens and entrepreneurs do not have to present documents that already exist in state systems. According to the authorities, the digitalization of public services has generated estimated savings of 40 billion lei over the last five years.
