Deadline Extended: REOI Feasibility study on enhancing citizen’s access to administrative services at local level








Project Preparation Advance for Modernization of Government Services Project

Project ID No. P148537

Assignment Title: Feasibility study on enhancing citizen’s access to administrative services at local level

Reference No.: 01/1.3/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 the Action Plan for Public Services Modernization Reform, 2017-2021 (Government Resolution no. 966 as of August 9, 2016,, the government aims to develop and approve an institutional framework for the Unified Service Provision Centers (CUPS – Centre universale de prestări servicii) and pilot them as a mechanism for enhanced service delivery. CUPS concept is based on the one stop shop principle of services (OSS) providing access to multiple services through a single door or window.

The consulting services (“the Services”) have the purpose to conduct a feasibility study on enhancing citizen’s access to the public services at the local level.

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 shortlisting criteria are:

  • 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 appropriate organizations;
  • Experience with service delivery outsourcing;
  • Proven experience in conducting in-depth analyses of public service delivery from an institutional perspective in various countries;
  • Demonstrated experience in at least two (2) assignments of similar size and scope in the last five (5) years in the form of written evidence;

Requested key expertise as follows:

  • At least five (5) years of experience in service delivery management in the public or private sector
  • Institutional and legal expertise with public services reform;
  • Financial expertise capable to conduct economic and financial analyses on public services delivery.


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 8, 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    


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