REOI for consulting firm to perform re-engineering of three selected public services







Project Preparation Advance for Modernization of Government Services Project

Project ID No. P148537

Assignment Title: Consulting Firm to perform re-engineering of three selected public services

Reference No.: 01/1.1/CQS

The Government of Moldova is determined to fundamentally change the way how public services are provided in Moldova through a variety of interventions for modernization of service delivery, which combat corruption, foster a customer care culture, enhance access, as well as increases efficiency in the Moldovan public administration. Therefore, one of the main objectives of the Administration Reform Strategy 2016-2020 and Government’s working program for years 2016-2018 is the modernization of public services.

The Government of Moldova has requested the assistance of the World Bank for a PAR operation, planned for 2017 - 2021 (Modernization of Government Services Project – MGSP). Major results of the operation include better quality, accessibility, and increased efficiency of selected governmental administrative services.

Under MGSP, the Government undertakes a multilayered reform that focuses on key administrative central government public services to reduce time and burden for citizens and businesses and improve service delivery quality, transparency and efficiency by using innovative solutions and ICT. Its key pillars are: i) modernization of the public services so that they are more accessible to any citizen and business; ii) service provision standardization, simplification through business process re-engineering and digitization, with a focus on on-line services; iii) citizen feedback and performance monitoring on service delivery for on-going improvement.

The Consultant is expected to perform, together with the selected service providers, e-Government Center, State Chancellery etc. the reengineering of 3 selected services in the first batch from a total of at least 21 services, from the stage of as-is mapping, to-be mapping, all the way to piloting of the new model of service delivery and evaluating efficiency gains.

The e-Government Centre now invites eligible consulting firms (“Consultants”) to indicate their interest in providing the Services. Interested Firms should provide information demonstrating that they have the required qualifications and relevant experience to perform the Services (required qualifications and experience of the firm, but not individual experts’ bio data). The Consultant shall have extensive international experience in the field of public administration / public services reform and shall clearly explain its previous experiences and capacity to undertake this assignment. The shortlisting criteria are:

  • At least five (5) years of experience in service delivery management in the public or private sector;
  • Demonstrated experience in at least two (2) assignments of comparable size and scope in the last five (5) years in the form of written evidence;
  • Experience in advising governments or assisting in implementing public services reforms in minimum two other countries;
  • Demonstrated knowledge of public service reform at international level and existence of a framework for applying international best practices.
  • Relevant international experience in front office service delivery reform design, costing, implementation and monitoring to improve the quality of service delivery by the central government, local government or other relevant organizations;
  • Proven experience in conducting in-depth analyses of public service delivery from an institutional perspective in various countries;
  • Institutional and legal expertise with public services reform;
  • Financial expertise and capability to conduct economic and financial analyses on public services delivery.

The Consultant shall provide relevant references to confirm the experience and qualifications. 


The attention of interested Consultants is drawn to paragraph 1.9 of the World Bank’s Guidelines: Selection and Employment of Consultants under IBRD Loans and IDA Credits and Grants by World Bank Borrowers, dated January 2011, revised July 2014 (“Consultant Guidelines”), setting forth the World Bank’s policy on conflict of interest.   

Consultants may associate with other firms in the form of a joint venture or a subconsultancy to enhance their qualifications.

A Consultant will be selected in accordance with the CQS method (Selection based on the Consultants’ Qualifications) set out in the Consultant Guidelines.

Further information can be obtained at the address below during office hours, i.e. 0900 to 1700 hours.

Expressions of interest must be delivered in a written form to the address below (in person, or by mail, or by fax, or by e-mail) by September 7, 2017.

E-Government Center of the Republic of Moldova

Attn: Eugeniu Ursu, Executive Director

MD-2012, Chisinau, Republic of Moldova,

42, A. Puskin str, buildings B and G,

Phone: (+373 22) 820-021

Mobile phone: (+373 79) 886-655


Terms of Reference    


Administratorii portalului nu poartă răspundere pentru conţinutul postărilor şi materialelor plasate de utilizatorii site-ului. Utilizaţi informaţia din acest articol pe propriul risc.

Gazduit pe