Challenge
In the digital era, aligning technology with existing public service processes is crucial. Often, public services like issuing passports, IDs, and licenses require physical delivery to the customer. Previously, this meant citizens or businesses had to collect these documents in person. However, the digital transformation demands a significant shift in service delivery practices to meet customer needs more effectively.
The Government of Moldova, through the e-Governance Agency, embraced this challenge. It embarked on a World Bank-funded project, the Modernization of Government Services Project (2018-2023). This initiative aims to revolutionize public service delivery, cultivate a customer care culture, and enhance efficiency in Moldovan public administration.
Strategy and Solution
To address the need for accessible non-electronic services, we developed MDelivery. This digital delivery platform makes public services more reachable for individuals and businesses. It automates service delivery, cuts interaction costs, and connects public authorities with delivery service providers and customers.
With MDelivery, customers no longer need to visit public service offices for integrated services. They can request deliveries to any address in Moldova or abroad. The process is simple: Customers register their delivery order on MDelivery, choose their preferred delivery option, and pay via MPay. Once ready, MDelivery notifies the responsible carrier to pick up and deliver the order.
The MDelivery customer portal is a gateway to manage personal delivery needs. Users can store delivery addresses, track orders, and access validated data. This system integrates seamlessly with other government solutions like MPass, MLog, MPay, and MNotify, reinforcing Moldova’s digital ecosystem. Running on the governmental cloud computing platform MCloud, MDelivery ensures secure and efficient operations.
Transformation and Impact
MDelivery’s development was pivotal in providing easy access to public services, even for Moldovan citizens abroad. This modern electronic delivery system significantly improves service efficiency and customer satisfaction. MDelivery stands as a testament to Moldova’s commitment to digital innovation in public service delivery.
