The e-Governance Agency (EGA) is constantly concerned not only with the creation of public electronic platforms, but also with their quality, accessibility, efficiency and their use by citizens. Special importance is attached to the indicators of perception, uptake and support that reflect most directly the public confidence in e-Governance and the modernization of government services.

In order to identify and assess the level of customer satisfaction with the government public services, the e-Governance Agency conducts a National Survey every year. The main goal of the survey is to collect relevant data on the citizens' level of perception and their level of satisfaction with the quality of public services.

From 7 to 21 November 2020, the Sociological Research Centre CBS Research, commissioned by the EGA, will survey over 3,000 people – a representative sample for the Republic of Moldova to obtain specific data on how citizens understand and use electronic platforms. The survey focuses on the citizens' opinion  and provides important information on people's access to government services.

The National Survey helps explore customers' opinion about government services, broken down by various categories of income, age, gender, educational level, etc. These data are important and useful for the continuous improvement of the quality of governance and modernization of public services.

In this context, the respondents' openness and responsiveness is very important for obtaining accurate results and for the objective assessment of the situation. Relevant customer perception indicators will be integrated into the administrative routine of public authorities, policy makers and public service providers.

The survey is conducted for the e-Governance Agency under the Modernization of Government Services Project, implemented with the support of the World Bank Group.