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Moldova: Modernization of Public Services Offered by Public Administration Authorities

Jacobs, Cordova & Associates, in association with Legicon SRL of Romania, worked on a World Bank-funded project in Moldova. The objective of the assignment was to develop a strategy and a tentative action plan to improve the quality of public services in Moldova. In order to achieve high-quality and cost-efficient public services, the reform strategy focused on ensuring adequate institutional arrangements, financing from the national budget (and appropriate channelling of revenues collected by service providers through the national budget), improving supervision of and accountability for ensuring access and quality of public services, introducing explicit published standards for public services, and establishing clear and effective mechanisms for exercising individual or collective rights for recourse. The project involved undertaking an analysis of public services rendered by the central public authorities and developing a strategy with a vision, goals and an outline of more efficient and accessible future service delivery mechanisms. The work also included developing a methodology for setting quality standards, identifying recourse mechanisms, and proposing principles for setting tariff levels as well as a system for tariff approval and publication.

Moldova, Government of Moldova, 2011-2012.