The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537) Modernization of Government Services in the Republic of Moldova (P148537) EUROPE AND CENTRAL ASIA | Moldova | Governance Global Practice | IBRD/IDA | Investment Project Financing | FY 2018 | Seq No: 12 | ARCHIVED on 21-Dec-2023 | ISR59230 | Implementing Agencies: e-Governance Agency, Republic of Moldova, State Chancellery Key Dates Key Project Dates Bank Approval Date: 22-Aug-2017 Effectiveness Date: 25-Jun-2018 Planned Mid Term Review Date: 15-Jan-2021 Actual Mid-Term Review Date: 11-Jan-2021 Original Closing Date: 30-Jun-2023 Revised Closing Date: 30-Apr-2025 pdoTable Project Development Objectives Project Development Objective (from Project Appraisal Document) The project development objective is to improve access, efficiency and quality of delivery of selected government administrative services. Has the Project Development Objective been changed since Board Approval of the Project Objective? No Components Table Name Component 1: Administrative Service Modernization:(Cost $7.60 M) Component 2: Digital Platform and Services:(Cost $9.06 M) Component 3: Services Delivery Model Implementation:(Cost $1.16 M) Component 4: Project Management:(Cost $4.61 M) Overall Ratings Name Previous Rating Current Rating Progress towards achievement of PDO Moderately Satisfactory Moderately Satisfactory Overall Implementation Progress (IP) Moderately Satisfactory Moderately Satisfactory Overall Risk Rating Moderate Moderate Implementation Status and Key Decisions Progress towards achieving the PDO is Moderately Satisfactory. Even though a few sub-indicators are lagging (for Determining the Disability and Work Capacity; Driving License), the PDO indicators overall value are in-line with estimated targets. Achievement of the Project results in the remaining period will require proactivity on the part of eGA and the service providers, including conducting analyses of shortcomings against end- target and establishing action plans to achieve the targets. The following measures to be taken by the Government and eGA are critical to the achievement of the PDO by the project closing date:  Expediting implementation of the NSIH information system;  Expediting the digitalization of the PSA archive;  Contracting additional storage capacities for MCloud;  Starting re-engineering and digitalization of the third batch of prioritized services, using the solution for Front Office Digitalization;  Expediting implementation of the GCSS to support service delivery; 12/21/2023 Page 1 of 7 The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537)  Finalizing rollout of the Unified Public Service Centers;  Initiating a new public outreach campaign; and  Expediting the remaining procurements. Risks Systematic Operations Risk-rating Tool Risk Category Rating at Approval Previous Rating Current Rating Political and Governance High Substantial Substantial Macroeconomic Substantial Substantial Substantial Sector Strategies and Policies Moderate Moderate Moderate Technical Design of Project or Program Moderate Moderate Moderate Institutional Capacity for Implementation and Substantial Moderate Moderate Sustainability Fiduciary Moderate Moderate Moderate Environment and Social Moderate Moderate Moderate Stakeholders High Moderate Moderate Other -- Moderate Moderate Overall Substantial Moderate Moderate Results PDO Indicators by Objectives / Outcomes Improved access to government administrative servces IN01379665 ►Share of people who have accessed e-services in the past 12 months, of which: % women; % low income categories (bottom 40%) (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Increase by 8% 53.2%; 56.1% compared to baseline 52%; 53.6% women; 24% (women); 38.7% no less than 28.5% (bottom 40%) Value 49.5% (women) (bottom 40%) 50%(women), 6% (bottom 40%) no less than 35% (bottom 40%) Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 Comments: 12/21/2023 Page 2 of 7 The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537) Improved efficiency of selected government administrative services IN01379796 ►Time (days) needed for citizens to obtain three selected government administrative services reengineered within the project through the regular (i.e. not expedited) procedure (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Citizen`s time from Citizen`s time from survey perspective: survey perspective: DL-17.2 (43%) DL- 13.4(55%) UA-15.7(25%) UA-15,7 (25%) DDWC- 29.2 (9%) DDWC- 29.1 (9%) Overall 25.6% reduction Overall 29.6 % Service 1: Issuance of in time (from citizen`s atleast 20% reduction reduction in time (from driving license: 30 days; perspective) in time for the three citizen`s perspective) services compared to Service 2: Institutional time: baseline (Issuance of Institutional time: Unemployment DL- 20 (33%) new driving license Value DL- 20 (33%) allowances: 11.5 days; UA- 11 (48%) model; Unemployment UA- 7 (66%) DDWC- 30 (7%) allowance; DDWC- 30 (6.25%) Service 3: Determining 29.3% reduction of Determining the 35% reduction of the Disability and Work institutional time disability and work institutional time Capacity: 11 days capacity) Reduction in time: Reduction in time: DL-38% DL-44% UA-37% UA-45% DDWC- 8% DDWC- 8% 27.5% overall time 32% overall time Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 Improved quality of delivery of selected government administrative services IN01379797 ►Level of citizens satisfaction with the quality of selected services reengineered and digitized under the project, of which: % women; % low income categories (bottom 40%) (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Birth registration - 92.4%, Unemployment 75.8% (w), 23.9% allowance- 73.8% (bottom 40) (+3.8%) Unemployment 55.4% (women) 54.2% allowance - 70.0%, (bottom 40%) 53.9%,(w), 46.1% Increase by 4% from (bottom 40) Determination of baseline for each Determination of same as baseline - target disability- 64.5% service, No less than Value disability - 60.8%, 65.8% values to be measured in (+4.5%) 50% for women, No (w), 63.7% (bottom 40) later 2023 63.8%(w), less than 35% for Modification, completion 56.2%(40%) bottom 40% (7 acts) - 89.5%, 58.1% (w)41.2% (bottom 40) Driving license – 75% Driving license - 80.7%, (-5.7%) 46.5%(w) 17.1% (bottom 47.8%(w), 14.2% 40) (40%) Date 31-Dec-2021 19-May-2023 08-Dec-2023 30-Apr-2025 eGA is analyzing reduction in citizens' satisfaction with services related to drivers license issuance. Comments: 12/21/2023 Page 3 of 7 The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537) Intermediate Results Indicators by Components Component 1: Administrative Service Modernization IN01379798 ►Number of services reengineered within the Project with service standards approved (Number, Custom) Baseline Actual (Previous) Actual (Current) End Target Value 0.00 88.00 88.00 88.00 Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 As of June 2022, all 88 services have been re-engineered. Thus, the indicator is now fully Comments: achieved. IN01379801 ►Number of life scenarios (including gender and socially sensitive) developed and implemented (Text) (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target 5 developed including 4 socially and gender same as 2022 baseline - normative framework sensitive 5 developed including 4 in process for 5 Value 5 implemented (2022 baseline) socially and gender developed including 4 sensitive socially Date 30-Jun-2022 19-May-2023 08-Dec-2023 30-Apr-2025 The indicator has been revised to capture all life scenarios consistent with 2020 Government decision that mandated the 18 life scenarios. The narrative description of 5 socially and gender Comments: sensitive life scenarios will be developed and published on Public Service Portal. Accordingly, a new baseline was set in 2022 IN01379803 ►Average number of transactions initiated per CUPS Quarterly (Text) (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Increase by: 37% - 2nd quarter 68% - 3rd quarter 267 per CUPS 174%- 4th quarter 116%- 5th quarter same as baseline - 267 (Baseline based on 72% - 6th quarter transactions per one Increase by 8% over Value administrative data from CUPS baseline 17 pilot CUPS in June Decrease-8%- 7th 30, 2022) quarter Increase by 92% based on 17 pilot CUPS Date 30-Jun-2022 19-May-2023 08-Dec-2023 30-Apr-2025 The average number of CUPS transactions decreased slightly by 8% from the baseline (102 vs 111 Comments: baseline) in the 7th quarter for various reasons including lack of CUPS specialist in newly established 12/21/2023 Page 4 of 7 The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537) CUPS and delay in operationalization of new CUPS. The average value of 102 was calculated only based on the fully operational CUPS: 17 pilot CUPS plus 30 functional CUPS. Nevertheless, the 17 pilot CUPS, which are now well established, registered an average of 214 transactions during the 7th quarter (July- August 2023 period), a 92% increase (against an end-target increase of 8% over baseline). IN01379804 ►CUPS are established and operational (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target 17 CUPS fully operational 65 new CUPS (roll out) at least 90 СUPS Value 0.00 17 pilot CUPS launched launched, including their institutional framework Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 IN01379805 ►GCSS developed and functional (Text) (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Government Decision same as baseline - in process and GCSS fully functional GCSS concept Value GCSS concept Minimum Viable developed developed Product (MVP) development started Date 31-Dec-2022 19-May-2023 08-Dec-2023 30-Apr-2025 IN01379806 ►Level of citizens’ satisfaction with the quality of CUPS service delivery (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target 85.8% - (2022 baseline same as baseline - 8% increase from Value 85.4% set) 85.8% baseline Date 30-Sep-2022 19-May-2023 08-Dec-2023 30-Apr-2025 A slight decrease which could be due to higher expectations vis-a-vis already high previous experience. Comments: Component 2: Digital Platform and Services IN01379799 ►Number of services automated at Level 3 and/or 4 out of those reengineered within the Project (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target 3 + 40 through Front Value 0.00 3.00 Office Digital solution 88.00 Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 3 out of 88 reengineered under batch 1 and 2; and an additional 40 from the front office digital solution Comments: under batch 3 12/21/2023 Page 5 of 7 The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537) IN01379802 ►Module upgrades to digital infrastructure (MCloud, MConnect/ MAccess, MPass, MSign, MPay, MNotify, MDelivery, public services portal, Registry of Authorization, front office digitization) completed (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target Shared infrastructure exists, but needs new 13 upgrades to digital Value functionalities for 11.00 12.00 infrastructure modernized service delivery Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 Component 3: Services Delivery Model Implementation IN01379800 ►Share of relevant staff from selected Public Authorities trained within the Project in: i) citizen-centric Administrative Service Redesign; ii) citizen-centric Administrative Service Delivery (Text, Custom) Baseline Actual (Previous) Actual (Current) End Target i) 0% i) 95% Value not applicable not applicable ii) 0% ii) 95% Date 01-May-2017 19-May-2023 08-Dec-2023 30-Apr-2025 Between most of 2021 and early 2023, no trainings were conducted due to delays in digitization of the re- engineered services. Once the digitization will be finalized the Project will train the staff of service Comments: providers on the new model of service delivery. Performance-Based Conditions Data on Financial Performance Disbursements (by loan) Project Loan/Credit/TF Status Currency Original Revised Cancelled Disbursed Undisbursed % Disbursed P148537 IBRD-87740 Effective USD 5.00 5.00 0.00 0.36 4.64 7.1% P148537 IDA-61260 Effective USD 15.00 15.00 0.00 12.10 2.77 81% Key Dates (by loan) Project Loan/Credit/TF Status Approval Date Signing Date Effectiveness Date Orig. Closing Date Rev. Closing Date P148537 IBRD-87740 Effective 22-Aug-2017 28-Nov-2017 25-Jun-2018 30-Jun-2023 30-Apr-2025 P148537 IDA-61260 Effective 22-Aug-2017 28-Nov-2017 25-Jun-2018 30-Jun-2023 30-Apr-2025 Cumulative Disbursements 12/21/2023 Page 6 of 7 The World Bank Implementation Status & Results Report Modernization of Government Services in the Republic of Moldova (P148537) Restructuring History Level 2 Approved on 10-Apr-2023 Related Project(s) There are no related projects. 12/21/2023 Page 7 of 7