2015 Annual Survey_eGov_Moldova_Citizen Perception,Uptake,Support

Governance e-Transformation: Public Perception, Support, and Uptake Survey 2015

Chisinau, Moldova April 2016

GOVERNMENT OF REPUBLIC OF MOLDOVA

CORNELIA AMIHALACHIOAE

Moldova eGovernment Center

PUBLIC PERCEPTION INDICATORS - CORE

CITIZENS’ SAY MUST BE FOUNDAMENTAL

AND GO MUCH FURTHER THAN ELECTIONS/POWER INVESTMENTS INTO MPs,

EACH CORE REFORM NEEDS CONSTANT MEASUREMENT OF THE SOCIETY’S PULSE

PUBLIC PERCEPTION INDICATORS IN THE RESULTS MATRIX

The IDA/WB-financed Moldova GeT Project & Strategic Program for e-Transformation –

among the first practices of using public perception indicators in its M&E effort in public

administration projects, and governance flows in Moldova. >20 Indicators monitored:

- citizens’ degree of satisfaction with the quality of e-services

- support for GeT Reform, and openness towards using GeT Products

- citizens’ awareness and understanding of the eGovernance, its advantages etc.

- confidence in the quality & security of G2C/G2B online interactions

- uptake of e-services and Governmental web pages etc.

2015 NATIONAL ANNUAL SURVEY ON GET PUBLIC PERCEPTION

Methodology

Sample size: 3024 respondents aged 18 years & older

Representativeness: sample representative for the adult population of Moldova, with a maximal error margin of ± 1.8%.

Data collection period: November 2015

Location: Interviews conducted at respondents' residence.

Language: Romanian or Russian (up to respondent’s choice).

Sample: stratified sampling, probability sampling, bistadial sampling.

Randomization: 1. Location 2. Family 3. Person


Perception on the importance of implementing Governance e-Transformation

78% of respondents in 2015 (vs. 56% in 2012) consider the GeT Reform implementation as being important (from average to very important). Out of these, 46% rated as highly and very important the GeT Reform (vs. 29% in 2012)

29

41 45 46

27 26

19

32

22 18

15 11

23

14 12

9

0

5

10

15

20

25

30

35

40

45

50

2012 2013 2014 2015

Highly Important

Quite Important

Not so important

Don't know


Public Support for Governance e-Transformation

79% of respondents in 2015 (vs. 58% in 2012) support GeT (from average/3-4 to fully

support/5-6). Out of these, 50% fully support the GeT Reform (vs. 31% in 2012)


Perception on the advantages e-Governance

63% of respondents in 2015 (vs. 48% in 2012) are confident that eGovernance has important advantages, brings benefits. Although the awareness degree on exact benefits is lower than the degree of confidence in the fact that they incur (49%), those who are aware

of the benefits, pointed out:


Willingness to acess e-services & confidence in their quality

In 2015, cca 70% (vs. 57% in 2012) of respondents expressed their willingness to access e-services via computers, while 58% (vs. 40% in 2012)-using the mobile phone. More than 63% would like to use both their PCs and mobile phones.

70.2% of citizens rated with 3 to 6 their level of confidence in the quality of e-services


Profile of most confident respondents in e-services quality • the managers at all levels • highly qualified professionals • skilled workers • pupils / students • people with high income of over 5,000 MDL • those with high level of education, • respondents from South of Moldova All these groups marked the level of trust with 3 and above in a share of over 80%. It is worth stating that, depending on the age of respondents, the highest confidence was expressed by the young population (79%), while the lowest confidence – by the elder generation (56%). However, if assisted, more than 95% of citizens opted to be served in online regime vs. the offline regime


Level of confidence in the SAFETY of online services provision Respondents were asked to rate their level of confidence that if requesting an online public service it will ensure achieving the targeted service with the full compliance of their personal data protection – their data shall not be made available to irrelevant persons or institutions.

Correlation analysis: indicator connected with the level of citizens’ trust in Govt.


Confidence in personal data protection

In 2015, cca 50% (vs. 43% in 2012) of respondents expressed a level of confidence from average to full in the compliance to personal data protection requirements ensure by the Govt. agencies while transacting online with citizens & businesses. The level of distrust decreased by 20% compared to 2012.


Perception on advantages of accessing e-services


Uptake of public services offline and online

31% stated they requested the public services provided by CPA authorities (including territorially deconcentrated) at least once during 2015. More requested by:

- managers at all levels (62%) - highly qualified professionals (47%) - skilled workers in agriculture (48%) - administrative clerks (43%) - people with higher education (42%) - respondents from Chisinau (42%). Proportional increase correlated with: levels of welfare and education. The public services were least requested by:

- the elder aged respondents of 66-74 years - migrants - respondents residing in the Southern part of the country - their share is less than 20% in each group


Uptake of public services offline and online

31% stated they requested the public services provided by CPA authorities (including territorially deconcentrated services) at least once during 2015.


Uptake of public electronic services

19% of respondents accessed during the proceeding 12 months accessed at least one e-service whether fully in online regime (4%), whether in mixed regime (15%)


Uptake of public electronic services

Depending on the age group, within the 26-35 years old ones, 27% of respondents accessed online services or service procedures. In some of the groups, gender divide (insignificant to average) was observed relating to the way of accessing the services.


Level of satisfaction with the quality of public electronic services

Target for the end of Moldova GeT Project (end of 2016): 60%

Current level of satisfaction: 66%

Among the ones satisfied with quality of e-services, the share of those fully satisfied/very satisfied is increasing significantly: 47% in 2015 vs. 24% in 2014 and only 7% in 2012


Level of satisfaction with the quality of public electronic services vs offline services

e-Services 4.44 average mark vs. Offline Services 4.30


Most uptaken e-services in 2015

e-Service 2014 2015 Increase

e-Application for Criminal Record 19% 26% 8%

e-CNAS (reporting to National Social Insurance Office) 25% 24% -1%

e-Invoice 21% 23% 2%

e-CNAM (reporting to National Health Insurance Office) 22% 22%

Online filling of the income tax 23% 19% -4%

Check the registration number of (IDNO) the legal entity 6% 18% 12%

Check data about mean of transport 10% 18% 7%

Access to data from Real Estate Register 13% 17% 5%

Checking information about tax payer 12% 17% 6%

Current account of the taxpayer 13% 17% 4%

Checking personal data (IDNP) of the individual 10% 15% 4%

Sheet of the Building 6% 13% 7%

Check number of individuals with the same name/last name 8% 13% 5%

Access to graphic information on Real Estates 7% 12% 5%

Issuing information regarding the value of real estate 4% 12% 8%

Check the availability of the registration number of mean of transport 7% 11% 5%


Uptake of the Governmental authorities web pages in 2015

Baseline value (before GeT Project) - 2010: 7% Target for the end of Project (Dec. 2016): 25% Current value (December 2015): 36% In the last years web pages central public administration authorities significantly improved, a range of informational and methodological content is made public, usability and consistency levels increased, this leading to the increase of interest towards them from the population.


Uptake of the Governmental authorities web pages in 2015 correlation with various aspects of socio-demographic profiles

At least one of the websites of the central public administration authorities was accessed in 2015 by over 60% of managers (all levels) and highly qualified professionals, people with higher education, over half of pupils/students, administrative clerks, residents of the capital city Chisinau.

Income: the share of respondents increasing from 13% for households with income below 1,000 MDL to 62% for those with income above 6,000 MDL.

Age: here is correlation between the use of websites and respondents' age - the elder the users, the lower the share of those who access the webpages.

Residence: the lowest usage reported in rural areas; however, there is an increase of 6 p.p. compared to 2014 and 15 p.p. compared to 2015. Increase trends reported in all geographical regions, the South region remains to be less active in this context


Most visited web pages of CPA authorities in 2015

Name of the institution Website Accessing % Increase

vs. 2013

2013

2014

2015

Ministry of Education http://www.edu.md/ 40,4% 39,2% 39,2% -1,2

State Hydrometeorological Service http://www.meteo.md/ 28,9% 38,7% 37,4% 8,6

Tourism Agency http://www.turism.gov.md/ 14,9% 19,1% 23,9% 9,0

Ministry of Health http://ms.gov.md/ 16,7% 21,5% 22,9% 6,2

Ministry of Internal Affairs http://www.mai.md/ 19,4% 19,1% 21,4% 1,9

National Social Insurance Office http://www.cnas.md/ 16,3% 15,2% 20,0% 3,7

National Health Insurance Office http://www.cnam.md/ 10,6% 13,0% 19,9% 9,3

National Bureau of Statistics http://www.statistica.md/ 15,8% 16,1% 18,5% 2,7

Ministry of Justice http://justice.gov.md/ 18,0% 16,8% 18,1% 0,1

Ministy of ICT: State Enterprise “Posta Moldovei” http://www.posta.md/ 18,0% 9,8% 16,0% -2,0

Ministy of ICT: State Enterprise “Registru” http://www.registru.md/ 13,7% 15,5% 15,1% 1,3

Ministry of Culture http://www.mc.gov.md/ 7,9% 13,1% 13,7% 5,9

Ministry of Foreign Affairs&European Integration http://www.mfa.gov.md/ 8,4% 8,8% 13,7% 5,3

Ministry of Justice : Legal Information Center http://justice.gov.md/ 9,4% 9,8% 13,5% 4,1

Ministry of Economy http://www.mec.gov.md/ 10,7% 10,7% 13,3% 2,6

Ministry of Finance http://www.mf.gov.md/ 11,4% 11,3% 13,3% 1,9

Land Relations & Cadastre Agency: SE “Cadastru” http://www.cadastre.md/ 9,7% 9,2% 13,0% 3,2

http://www.edu.md/

http://www.meteo.md/

http://www.turism.gov.md/

http://ms.gov.md/

http://www.mai.md/

http://www.cnas.md/

http://www.cnam.md/

http://www.statistica.md/

http://justice.gov.md/

http://www.posta.md/

http://www.registru.md/

http://www.mc.gov.md/

http://www.mfa.gov.md/

http://justice.gov.md/

http://www.mec.gov.md/

http://www.mf.gov.md/

http://www.cadastre.md/?


Uptake of Government’s web site www.gov.md in 2015

The Government’s website was accessed by 40% of managers at all levels, highly qualified professionals, 36% administrative clerks, 1/3 respondents with higher education, 25% of pupils/students. Cca 27% of users reside in Chisinau. There is a direct correlation between the perceived level of households’ welfare and the level of accessing the page, that records less than 15% in case of those stating their family monthly income is 3,000 MDL and below, and over 20% in case of those with income >3,000 MDL. Respondents from rural area reported very low level of accessing the site - 10% - as previously.


Level of household endowment with computers in 2015


Level of household endowment with computers in 2015, correlated with the respondents’ age

The highest level - among respondents of age group 16-25 (85%). The lowest one – among those aged 66-74 (25%)


Level of household endowment with computers in 2015, correlated with the respondents’ level of education


Level of household endowment with computers in 2015, correlated with the respondents’ area of residence and gender

Gender: Insignificant differences recorded in the level of computer possession by gender: 69% - among male respondents versus 66% - among female ones. Area of residence: The share of households endowed with computers in rural areas is lower (less than 60%). The difference is about 11 p.p. compared to urban areas and 28 p.p. compared to the capital city - Chisinau.


Main reasons of computers’ lack in the households


Level of computer use in 2015

A share of 68% respondents have used computers in 2015, regardless of the venue they accessed them from, this being equal with the weight of those who have computers. The level of computer use has increased compared to the results of previous studies: with about 6 p.p. in comparison with 2013 and 13% compared to 2012.


Level of computer use and availability, by age groups, in 2015


Level of endowment with Internet connection in 2015


Type of Internet connection

The most popular type of connection is still ADSL, with over 40% answers, about ¼ being covered by optical fiber. Wi-Fi connection becomes more and more accessible, recording constant tendencies to increase with 12% answers in 2015, compared to preceding researches: 11% in 2014, 7% in 2013 and 3% in 2012.


Type of Internet connection per residential area and regions in 2015

ADSL is more common for the South of Moldova (76%), followed by the North with 50%. 3G is ranked second

in these areas accounting for 12% in the South and 12% in the North. Cca 30% of the population from the

Center of Moldova is connected to Internet through optical fiber or ADSL connection; 16% - through WiFi.

Tendencies of using Internet via mobile phone is observed, especially in the rural area.


Level of Internet connection availability and use, by age groups in 2015

Among groups of young respondents the level of access is higher, they are accessing Internet also outside the household; the share of respondents who actually use Internet in their households diminishes with the advance in age, even if computers are available in their households.


Venues for Internet access in 2015


Reasons for the lack of internet connection

THANK YOU!

Contact information: Cornelia Amihalachioae Performance & Social Innovation Officer / M&E Coordinator e-mail: [email protected]

Moldova eGovernment Center: www.egov.md, http://egov.md/en/resources/polls

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2015 Annual Survey_eGov_Moldova_Citizen Perception,Uptake,Support

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