Every year, at the call of the Center for Electronic Governance, the National Survey “Perception, assimilation and support by the population of the e-government transformation in Moldova”, is carried out. It aims at determining and monitoring the dynamics of the e-Transformation level of understanding and supporting among citizens, openness of citizens towards using the electronic public services and the e-government products’ use within the country.  

The results of the survey conducted in December 2013 show an increase by 12% compared to the previous year (2012) in the citizens’ openness in using the e-services (via computer and / or mobile phone): from 53% in 2011, 57% in 2012 up to 65% in 2013.

Also, the e-Government and reform advantages’ level of understanding, as well as the level of e-Transformation reform supporting among citizens has recorded a positive growth.  Thus, in 2013 the number of people being aware of the e-Government advantages doubled while the share of citizens supporting (from moderately to its fullest extent) the reform implementation increased from 58% in 2012 up to 68% in 2013.

At the same time, in 2013 the share of households owning at least one computer increased, from 58% in 2012 up to 64%, while the share of households connected to the Internet increased by approximately 9% as compared to 2012, reaching 62% in 2013. 

2013 saw a sharp increase in citizens accessing the online resources provided by government institutions, the share of people who have accessed at least once a government institution web page being of  22% (in 2012 this was of 16%, while in 2011 of 8%).  The most visited website in the last 12 months was that of the Ministry of Education (approximately 40% of the respondents), followed by the State Hydrometeorological Service, Ministry of Internal Affairs, SE „Posta Moldovei”, Ministry of Justice, Ministry of Health, National Social Insurance House, State Tax Inspectorate and National Bureau of Statistics’ pages.

The share of citizens who have requested public services from the CPA authorities (regardless the provision manner) in 2013 reached 30% while the number of people who have accessed online services (completely or partially) share of by 7% (as compared to 2012, when it amounted to 5%).

97% of respondents stated to use the computer and 3% - the mobile phone for accessing the online services.

As compared to 2012, the citizens' level of satisfaction as regards the electronic public services’ quality has also increased, the share of citizens who offered marks from 3 to 6 (on a scale of 3-6) their level of satisfaction increased from 49% in 2012 up to 64% in 2013.

The 2013 annual survey “Perception, assimilation and support by the population of the e-government transformation in Moldova” is a quantitative research (data being collected on a representative sample of 3021 persons from 18 years old and upward) which covered localities from all districts of the republic. The study was conducted by CBS AXA, at the Center for Electronic Governance bidding.

The analytical report with the survey results on all paths can be found here.