Business reasearch company

Annex 5. Concept of the Information Systems for Managing and Issuing Permissive Documents

Chapter I. Introduction
The need for developing an integrated IT system for issuing permissive documents is caused by the existing complexity of the process for issuing permits which creates a significant burden for businesses in obtaining those permits. The processes of issuing the permits are very different depending on the issuing public authority, procedures for issuing permits are not standardized across the state institutions and there are no existing mechanisms for ensuring transparency of the entire process for issuing permissive documents.

The proposed IT system for issuing permissive documents will contribute to facilitation of the process for issuing permissive documents both for the businesses and the issuing public authorities. All the public authorities that issue permissive documents will use one single IT system for managing the process of receiving applications for obtaining permits, communicate and exchange information between the authorities involved in issuing permits, standardize the processes for processing applications and issuing permits. The businesses will benefit from the possibility of submitting online applications for obtaining permits and transparency of the entire process for issuing permits.

The IT systems will serve as the basis for the One Stop Shop for issuing permissive documents and will integrate the latest modern IT tools for businesses that save time, costs and administrative effort to apply for and obtain permissive documents. The IT system will serve as a hub for connecting public authorities to coordinate their activities and exchange information between the institutions in order to minimize the amount of information required form the businesses for obtaining permits.

Using one IT system for issuing permits across all the public authorities responsible and involved in the process for issuing permissive documents for businesses, besides all the above-mentioned benefits and functions, will establish a mechanism for monitoring the performance of the public authorities in the process of issuing permissive documents and identify optimizations solutions to improve and facilitate the issuing of permits.

The current concept lays down the general approach, functions and architecture of the system. At the system design stage, it will be needed to document and describe the workflows of documents and applications for the permissive documents that will be included in the system. In order to have a fully functional IT system that will add value to optimizing the process of obtaining permissive documents, the re-engineering of the existing business processes is necessary. The business process re-engineering results should be reflected in the general normative framework and internal regulations of all institutions involved. After the implementation of the system, a regulation on using the IT system and issuing permissive documents will be necessary to be adopted in each institution involved in issuing permissive documents using the newly implemented IT system.
In order to implement the National One Stop Shop, the following architecture of the IT system is proposed:



Chapter II. General Provisions

1. 
   Name of the system
   

The full name of the system is “Information System for Managing and Issuing Permissive Documents”. The short name and abbreviation of the system is IS MIP.

2. 
   System definition
   

The system for Managing and Issuing Permissive Documents represents the totality of resources such as software, hardware, informational, organizational, data transfer systems, legal norms and infrastructure necessary to support the automation and optimization of the process for issuing permissive documents.

The informational resource IS MIP represent the management of workflows, information exchange, notification, storage of data and online application functions necessary for requesting and issuing permissive documents.

3. 
   The place of the IS MIP in the unique informational space of Moldova
   

As a result of the functioning of IS MIP, the unique informational resource for managing and issuing permissive documents is created. IS MIP is an integrated part of the state informational resources of the Republic of Moldova in the segment of “Issuing permissive documents”.

4. 
   Terms and definitions
   

• 
  Database – aggregate of data organized according to a conceptual structure that describes main characteristics and relationship between the essences;
  
• 
  Data – information about persons, subjects, facts, events, phenomena, processes, objects, situations, etc. presented in a form that allows their notification, comment, and processing;
  
• 
  Informational object – virtual representation of real existing material and non-material entities;
  
• 
  Informational resource – aggregate of documented information in the automatic informational systems, kept in accordance with set requirements and legislation currently in force;
  
• 
  Informational system – aggregate of all resources and informational technologies interdependent on methods and personnel meant for information storage, processing, and provision;
  
• 
  Informational technology – aggregate of methods, procedures, and means of processing and transfer of information and rules of their application;
  
• 
  CUPS – Universal Centre for Public Service Provision
  

5. 
   Purpose of the system
   

Information system for Managing and Issuing Permissive Documents (IS MIP) is represents the totality of software, hardware, information, organizational, data transfer, legal and infrastructure resources aimed to streamline and optimize the process of applying for obtaining permissive documents, processing applications, information exchange between institutions in order to automate the process of issuing permissive documents..

The IS MIP represents the unique gateway both for the businesses and public servants that contains all the tools necessary to apply for getting permits and process the applications and issue permissive documents. The system makes available to the businesses and public authorities the following functionalities:

• 
  Single gateway to obtain permissive documents through Government Public Services Portal
  
• 
  Single gateway that contains all the information related to obtaining permits
  
• 
  Online application to obtain permissive documents
  
• 
  Online application to obtain documents necessary for permissive documents
  
• 
  Online payment of fees for obtaining permits
  
• 
  Electronic exchange of information related to permissive documents between authorities and their IT systems
  
• 
  Electronic signing of documents
  

The system is an instrument for each public authority responsible to issue permissive documents to design and manage independently their own workflows for issuing permissive documents.

6. 
   Objectives of the IS MIP
   

The main objective for development of IS MIP is the creation of an unique informational resource for managing and automation of the process for issuing permissive documents that will be used by businesses and public authorities to minimize the administrative costs, time and resources in the process of applying, processing and issuing permissive documents.

By the implementation of IS MIP, the following objectives will be achieved:

• 
  Creation of a single gateway for businesses for applying to obtain all the permissive documents;
  
• 
  Minimization of the number of documents needed for the applications for permissive documents;
  
• 
  Minimization of physical interaction between businesses and public authorities in the process for issuing permissive documents;
  
• 
  Establishing interaction and data exchange between the information systems of other public authorities in order to validate data submitted by the businesses and minimize the amount of data mandatory to be submitted from businesses in the process for applying for permissive documents
  
• 
  Standardization of processes for issuing permissive documents and establishing of a mechanism for monitoring the performance of processing and issuing permissive documents of the public authorities issuing permits and of separate public servants involved in the process;
  
• 
  Single mechanism for monitoring the compliance with the terms for issuing permits;
  
• 
  Establishing of a mechanism for identifying the “bottlenecks” in the process for issuing permissive documents;
  
• 
  Establishment of a mechanism for businesses to track the progress of the application;
  
• 
  Establishing of a single registry of all the issued permissive documents;
  
• 
  Contribution to the elimination of issuing permissive documents on paper format by providing online access to information about issued permits;
  
• 
  Provision of automated interfaces for publishing data on the Government Open Data Portal (www.date.gov.md)
  

7. 
   Basic principles for IS MIP development
   

The following principles establish the basics of IS MIP development and functioning:

• 
  Legality principle - requires the creation and exploitation of IS MIP in accordance with the national legislation
  
• 
  Privacy principle - ensured by defining right of access level and the delimitation of the access to information and data.
  
• 
  Data validity principle - involves entering the data in IS MIP only on the basis of entries in the documents qualified as sources of information.
  
• 
  Security principle – envisions the insurance of the integrity, accessibility, confidentiality, and effectiveness of the protection of data against loss, distortion, damage and non-authorized use.
  
• 
  Unique state identification principle – envisions the assigning of an identification number to each record in the system.
  
• 
  Compatibility principle – ensures the compatibility in the process of interaction of IS MIP with other information systems.
  

8. 
   Tasks of IS MIP
   

The basic task of IS MIP is the automation of the process of issuing permissive documents by establishing electronic communication between businesses and public authorities issuing permits.

The IS MIP will perform the following tasks:

• 
  Online receiving of applications for obtaining permissive documents;
  
• 
  Submission of applications for permits to responsible public authorities;
  
• 
  Collection of the information and documents related to issuing each permissive document;
  
• 
  Communication and collaboration between public authorities and information systems to exchange information necessary for issuing permissive documents;
  
• 
  Automation of electronic data exchange between public authorities;
  
• 
  Management the status of applications for permissive documents;
  
• 
  Integrated record-keeping of the submitted applications and issued permissive documents;
  
• 
  Monitoring of the workflow for issuing permissive documents;
  
• 
  Provision of virtual workplaces for public servants for the process of issuing permissive documents;
  
• 
  Provision of information related to issuing permissive documents for businesses and public sector employees.
  

Chapter II. legal framework for development of IS MIP

9. 
   Legal framework of IS MIP
   

The IS MIP legal framework is composed of the national legislation, international treaties and conventions which Moldova is part of. The development and functioning of IS MIP are regulated by the following legal and normative documents:

• 
  Constituţia Republicii Moldova;
  
• 
  Legea Nr. 160 din 22.07.2011 privind reglementarea prin autorizare a activităţii de întreprinzător
  
• 
  Legea Nr. 451 din 30.07.2001 privind reglementarea prin licenţiere a activităţii de întreprinzător
  
• 
  Legea Nr. 161 din 22.07.2011privind implementarea ghişeului unic în desfăşurarea activităţii de întreprinzător
  
• 
  Ordinul Guvernului Nr. 306-03 din 21 mai 2015 cu privire la implimentarea Agendei de e-Transformare a Guvernării
  
• 
  Ordinul Guvernului Nr. 305 din 09.09.2014 cu privire la aprobarea Acordului-tip şi a Contractului-tip privind prestarea serviciilor din platforma tehnologică guvernamentală comună (MCloud)
  
• 
  Hotărîrea Guvernului Nr. 717 din 29.08.2014 privind platforma guvernamentală de registre şi acte permisive (PGRAP)
  
• 
  Hotărîrea Guvernului Nr. 708 din 28.08.2014 privind serviciul electronic guvernamental de jurnalizare (MLog)
  
• 
  Hotărîrea Guvernului Nr. 700 din 25.08.2014 datelor guvernamentale deschise
  
• 
  Legea nr. 1069-XV din 22 iunie 2000 cu privire la informatică;
  
• 
  Legea nr.467-XV din 21 noiembrie 2003 cu privire la informatizare şi la resursele informaţionale de stat;
  
• 
  Legea Nr. 91 din 27.06.2014 privind semnătura electronică şi documentul electronic
  
• 
  Legea nr.982-XIV din 11 mai 2000 privind accesul la informaţie;
  
• 
  Legea nr.133 din 8 iulie 2011 privind protecţia datelor cu caracter personal;
  
• 
  Legea nr. 71-XVI din 22 martie 2007 cu privire la registre;
  
• 
  Hotărîrea Guvernului nr. 857 din 31 octombrie 2013 „Cu privire la Strategia naţională de dezvoltare a societăţii informaţionale “Moldova Digitală 2020”;
  
• 
  Hotărîrea Guvernului nr. 546 din 20 iulie 2011 „Privind aprobarea Regulamentului cu privire la acordarea serviciilor Sistemului de telecomunicaţii al autorităţilor administraţiei publice şi operarea modificărilor în unele hotărîri ale Guvernului”;
  
• 
  Hotărîrea Guvernului nr. 710 din 20 septembrie 2011 „Cu privire la aprobarea Programului strategic de modernizare tehnologică a guvernării (e-Transformare);
  
• 
  Standardul SM 12207:2005 „Procesele ciclului de viaţă al software-ului”.
  

Chapter IV. Functional space of IS MIP

10. 
    Basic functions of IS MIP
    

IS MIP has to provide the following functions:

• 
  Online submission of applications for obtaining permissive documents;
  
• 
  Online submission of applications for obtaining documents necessary for obtaining the permissive documents;
  
• 
  Provide the functionality for the applicants to submit applications for all permissive documents in one place;
  
• 
  Attachment of electronic versions of paper based documents;
  
• 
  Electronic payment for the fees to obtain permissive documents;
  
• 
  Provide personal electronic workspace for the applicants to save the applications for permits, complementary documents and attachments in one single place;
  
• 
  Functionality to track the application status;
  
• 
  Electronic data exchange with the involved public authorities to eliminate the need to obtain confirmative documents or other certificates that are already available electronically in registries or information systems such as statutory information of the businesses available at State Registration Chamber and information about the debts to the public budget available at State Tax Service.
  
• 
  Electronic authentication of applicants in the One stop Shop solution and electronic signing of documents.
  
• 
  Automation of application processing by the responsible public authorities;
  
• 
  Storage and access provision to the information regarding the issued permissive documents;
  
• 
  Notification of the applicants and employees of the public authorities responsible for issuing permits regarding the status of applications.
  

11. 
    Requirements towards system’s business functions
    

IS MIP will ensure both the carrying out of basic functions and specific functions of informational system determined by its destination, which are grouped in specialized functional blocks. AIS MIP covers the following functional accounts:

1. 
   Outline of the permit applicant – individual person that accesses the IS MIP directly from Internet and submits application.
   
2. 
   Outline of the permit applicant – employee of the post office that will be an intermediary between the business and public authority
   
3. 
   Outline of the public authority that receives applications directly from the applicant
   
4. 
   Outline of the public authority that processes the application
   
5. 
   Outline of the laboratories
   
6. 
   Outline of the other public authorities that require information regarding the issued permissive documents
   
7. 
   Outline of the public user of IS MIP
   

Each outline in its turn has a number of specific functions, and namely:

• 
  Outline of the permit applicant – individual person that accesses the IS MIP directly from Internet and submits application:
  

1. 
   Logs in to the system
   
2. 
   Fills in electronic application
   
3. 
   Attached necessary attachments
   
4. 
   Applies for obtaining other documents necessary for the permissive document
   
5. 
   Signs electronic application
   
6. 
   Pays the fee for obtaining permissive document
   
7. 
   Views, modifies, removes, saves permissive documents in the “persona office” in IS MIP
   
8. 
   Submits the application for processing
   
9. 
   Receives application status notifications
   
• 
  Outline of the permit applicant – employee of the post office that will be an intermediary between the business and public authority
  
  1. 
     Logs in to the system
     
  2. 
     Fills in the application form
     
  3. 
     Attaches necessary attachments
     
  4. 
     Submits the application for processing
     
  5. 
     Receives application status notifications
     
• 
  Outline of the public authority that receives applications directly from the applicant
  
  1. 
     Logs in to the system
     
  2. 
     Fills in the application form
     
  3. 
     Attaches necessary attachments
     
  4. 
     Submits the application for processing
     
  5. 
     Receives application status notifications
     
• 
  Outline of the public authority that processes the application
  
  1. 
     Receives notification regarding the incoming applications
     
  2. 
     Logs in to the system
     
  3. 
     Visualizes the application and attached documents
     
  4. 
     Develops draft permissive document
     
  5. 
     Records the decision for issuing the permit
     
  6. 
     Record the event of issuing the permit
     
  7. 
     Submits the permit for issuing
     
• 
  Outline of the laboratories
  
  1. 
     Logs in to the system
     
  2. 
     Attaches the rest report
     
  3. 
     Sends test report to the public authority
     
• 
  Outline of the other public authorities that require information regarding the issued permissive documents
  
  1. 
     Logs in to the system
     
  2. 
     Search the applicant using ID number
     
  3. 
     Accesses information regarding the permissive document
     
• 
  Outline of the public user of IS MIP
  
  1. 
     Enters the IS MIP through Public Services Portal
     
  2. 
     Browses through the list of business entities
     
  3. 
     Performs search by ID number
     
  4. 
     Accesses information regarding the permissive document
     

Chapter V. Organizational Structure of IS MIP

12. 
    The main sources of information for IS MIP functioning
    

The main sources of information that contribute to the functioning if IS MIP are the following:

1. 
   Central and local public authorities that are involved in issuing permissive documents. They process the applications and record in IS MIP information regarding the issued or refused permits.
   
2. 
   State institutions that provide data through the Mconnect platform such as:
   

   Institution	Information type
   SE CRIS ”Registru”	Business registration information (State Register of Legal Entities) State Register of Population State Register of Vehicles State Register of Drivers
   SE ”Cadastru”	Real estate information (Electronic registry of real estate)
   State Tax Service	Taxpayer’s information on tax liabilities (Taxpayer Current Account System)
   	Taxpayer registration information (ex. Registered bank accounts)
   National Social Insurance House	Confirmation of payments to the social insurance budget
   National Medical Insurance Company	Confirmation of payments to the medical insurance fund
   National Food Safety Agency	Information regarding the registration of biological products
   	Information regarding the use of phytosanitary products and fertilizers (Electronic registry of phytosanitary products and fertilizers use, will be developed in 2016-2017 as component of the Digital Agriculture Registry)
   	Information regarding the issued sanitary-veterinary certificates (will be developed in 2016-2017)
   	Information regarding the issued phytosanitary certificates (will be developed in 2016-2017 as component of the Digital Agriculture Registry)
   National Public Health Center	Information regarding the issued sanitary authorizations for business functioning
   Licensing Chamber	Information regarding the issued licenses (Electronic registry of licenses)

3. 
   Any legal entity that applies for obtaining a permissive document fills in applications and attaches scanned documents
   
4. 
   Laboratories that submit the laboratory test results to IS MIP
   
5. 
   Post office employees that fill in application forms and attach the documents to the applications.
   

13. 
    Owner of the system
    

The owner of the system will be the State Chancellery will be responsible for implementing and managing the IS MIP.

The owner of the system has to meet the following requirements:

• 
  Employ staff with experience in dealing with issuing permits from various areas.
  
• 
  Employ staff with skills in project management that will be necessary for implementing the IS MIP.
  
• 
  The owner of the system has to have sufficient authority to push other public authorities to use the system.
  
• 
  The owner of the system has to have sufficient skills to propose technical modifications to the system to change the document flows and redesign processes.
  
• 
  The owner of the system will not be responsible for technical administration of the IS MIP.
  
• 
  The owner of the system will monitor the functioning of the system and will continuously propose optimizations of the processes.
  
• 
  The owner of the system will interact with all the stakeholders and will coordinate the activities related to implementation and functioning of the system.
  
• 
  MOST IMPORTANT: The owner of the system will serve as a project management office (PMO) and will manage the implementation of the system across the public authorities involved.
  

The technical administrator of the IS MIP will be the e-Government Center.

The system will be hosted in the Mcloud within the State Enterprise Center for Special Telecommunications.
Chapter VI. ID MIP Documents

14. 
    Technological input documents
    

The technological input documents are the following:

• 
  Technological input documents:
  
  • 
    Application forms
    
  • 
    Draft permit forms
    
  • 
    Scanned documents in PDF, JPG formats
    
• 
  Technological output documents:
  
  • 
    Decision on issuing permit
    
  • 
    Decision on rejecting the application
    
  • 
    Permissive document form
    
  • 
    Statistical reports in electronic form
    
  • 
    Notification document (acceptance, refusal)
    
• 
  Technological documents borrowed from other information systems:
  
  • 
    Persons identification documents and data
    
  • 
    Legal units identification documents and data
    
  • 
    Tax documents
    
  • 
    Licenses and authorizations
    
  • 
    Reports and statistical information
    

15. 
    Technological documents borrowed from other information systems
    

Technological documents borrowed from other information systems are the following:

• 
  Business registration information
  
• 
  Real estate information
  
• 
  Taxpayer’s information on tax liabilities
  
• 
  Taxpayer registration information
  
• 
  Confirmation of payments to the social insurance budget
  
• 
  Confirmation of payments to the medical insurance fund
  
• 
  Information regarding the registration of biological products
  
• 
  Information regarding the use of phytosanitary products and fertilizers
  
• 
  Information regarding the issued sanitary-veterinary certificates
  
• 
  Information regarding the issued phytosanitary certificates
  
• 
  Information regarding the issued sanitary authorizations for business functioning
  
• 
  Information regarding the issued licenses
  

16. 
    Technological output documents
    

Technological output documents are the following:

• 
  Decision of issuing permissive document
  
• 
  Developed issued permissive documents
  
• 
  refusal or acceptance notifications
  
• 
  statistical reports and performance reports
  

Chapter VII. Informational space of IS MIP

17. 
    Informational object of the IS MIP are:
    
    1. 
       Completed permit application
       
    2. 
       Draft permit application
       
    3. 
       Acceptance notification
       
    4. 
       Refusal notification
       
    5. 
       New application incoming notification
       
    6. 
       Application status notification
       
    7. 
       Laboratory test report
       
    8. 
       Permit approval
       
    9. 
       Issued permit
       

18. 
    IS MIP system users and user roles
    

The current Concept involves the participation of several distinct groups of users. Those users will have their specific roles in the IT system for issuing permissive documents and each of them will have its own functions and responsibilities.
- Economic agent that submits applications online – represents the applicant that submits the application for obtaining permissive documents online via the Public Services Portal (www.servicii.gov.md). He logs in to the system using his credentials for Mpass system (Government Authentication Mechanism), fill in the necessary application forms, attaches the required documents and submits the applications. In case if some documents necessary to be attached to the application are missing, the applicant can submit via the same system the application to obtain those documents. After submitting the application, he will receive notifications via the same system regarding the status of the application. The applications will have «draft» status if are not submitted or do not have all the necessary documents attached or «submitted» status when the application is fully completed and submitted. More specifically, the applicants that submit the applications online, will perform the following functions:

• 
  Logs in to the system through Government Public Services Portal
  
• 
  Fills in the electronic application forms
  
• 
  Attaches documents to the applications
  
• 
  Signs documents electronically
  
• 
  Submits electronic applications
  
• 
  Monitors online the status of application processing
  
• 
  Receives notifications related to application status
  
• 
  Pays electronically the permit fee
  
• 
  Economic agent that submits application via public terminal – is the applicant that requests permissive documents via electronic terminals placed in the offices of public authorities or in other public areas. The applicants will use the terminal for the permissive documents that do not require attaching additional documents to the applications. After filling in the application, the applicant will pay the fee at the terminal using its cash in function. (Example: Currently it is possible to apply for obtaining a criminal record using public terminals. Using the terminals, the citizens fill in the application forms, pay the service fee and receive a conformation notification after application). More specifically, the following tasks will be performed by the applicant using the public terminal:
  
  • 
    Fills in the application electronically
    
  • 
    Pays the permit fee with cash at the terminal
    
  • 
    Receives confirmation about application submission
    
• 
  Economic agent that submits applications on paper
  
  • 
    Visits the front-office to submit applications
    
  • 
    Submits the application and necessary documents on paper format that are entered in the system by the front-office operator. The application is submitted on behalf of the economic agent.
    
• 
  Front-office operator – is the employee of the front-office who is responsible for receiving applications to request permissive documents from the businesses. The front-office operator is the only person that has face to face contact with the businesses in the process of obtaining permits. After the applications are received by the front-office operators and are entered in the system, the applications are submitted for processing to sector specialists from the responsible public authorities. The front-office operators are not required to be specialists in all the areas for which they are accepting permits applications. They just provide assistance in filling in correctly the application forms, attaching the necessary Documents and provide basic information about the application process. If the applicant is missing a documents necessary to be attached to the application to obtain a permissive documents, the front-office operator will provide assistance in filling in and submitting application to obtain the missing document. After the permissive documents are prepared by the specialists in the responsible public authorities, the permits are submitted by post to the business’ residency or to the front-office that hands over the permit to the applicant of the permit. In addition to receiving applications, the front office operator performs the following functions:
  
  • 
    Provides information to applicants regarding the requirements to apply and obtain permissive documents
    
  • 
    Provides assistance in filling in the applications on paper for obtaining permissive documents
    
  • 
    Provides assistance in filling in applications and request other documents necessary for obtaining the permissive documents from other authorities.
    
  • 
    Digitally scans the applications and attached documents
    
  • 
    Enters the paper format applications and scanned documents into the system
    
  • 
    Triggers the workflow for processing the applications
    
  • 
    If the front-office institution has the ability to perform financial operations (e.g. IS Posta Moldovei), then the front-office operator will receive the fees for issuing the permits and will transfer the money collected to the bank accounts of the responsible public authorities.
    
  • 
    Or, front-office operator provides assistance to the applicant in paying the fees through the cash in terminal placed in the front-office facility.
    
  • 
    Communicates with public authorities regarding the status and issues in processing the applications.
    
  • 
    After the permit is prepared and signed by the public authority, the front-office operator enters the information about the final permit in the system.
    
  • 
    Handovers the permissive document to the applicant
    
  • 
    After the permit is transmitted to the applicant and confirmation is received about reception, the front-office operator enters in the system the confirmation information about permit’s handover (i.e. date of handover, name of the person that received the permit)
    

For the public authorities that do not submit by post mail the permits to the applicants, the front-office operator will be responsible for collecting the prepared permits from the responsible public authorities by post mail or physically and then will handover the permits to the businesses by post mail or physically. After the a

• 
  Public authority specialist – is the employee of the public authority that is directly responsible for preparing and issuing the permissive documents. The specialist receives notifications sent by the system (using Mnotify subsystem) about the existence of new application is the system necessary to be processed. The specialist accesses the application and attached documents from the system, analyzes them, accesses other information resources (e.g. Cadastral Registry, Registry of Population, Registry of Legal Units, Tax Registry, etc.) for checking the validity of the data entered in the application and prepares the draft of the permissive document that is submitted to the authority management for approval and signature.
  

* If the political decision will be taken to eliminate the need to issue permissive documents on paper and substitute by storing and accessing them in an online public registry, the public authority management will approve and sign electronically the permissive document.

After the permissive document is prepared and approved, the specialist will send the signed final document by post to the residency of the applicant or to the front office for handover to the applicant. As described above, the public authority specialist will perform the following functions:

• 
  Receives applications for permits and attached documents
  
• 
  Analyzes the applications
  
• 
  Prepares the draft permissive document, enters the draft document in the system.
  
• 
  Submits the draft permissive document to the public authority management for approval
  
• 
  Submits the approved and signed permissive document to the front-office operator or send by post mail the permissive document to the applicant.
  
• 
  
  
• 
  Public authority management – is responsible for assigning the authority specialists for processing the received applications and sign/approve the drafts permissive documents prepared by the responsible specialists. More specifically, the authority management will perform the following functions:
  
  • 
    Gets notified by the system about new applications
    
  • 
    Visualizes the applications and attached documents
    
  • 
    Assigns the received applications to responsible specialists form the institution for processing
    
  • 
    Approves the draft permissive documents prepared by the public authority specialists
    
• 
  System administrator – is the role responsible for technical management and maintenance of the system. In addition, the system administrator will configure and adjust the workflows for issuing permits, adjust the electronic forms of the documents in the system, add/remove system users and configure the user roles. More specifically, the system administrator will perform the following functions:
  
  • 
    Administrates the IT system (i.e. backup, virus protection, security, database administration, etc)
    
  • 
    Configures system parameters
    
  • 
    Configures the document workflows
    
  • 
    Adds and removes users in the system
    
  • 
    Configures user roles
    

* After the current concept will be discussed among the involved stakeholders, some of the functions and responsibilities of the users may change.

19. 
    Basic scenarios of the IS MIP
    

Application submission via Public Services Portal

This scenario will be used by the permits applicants that have access to Internet and can be authenticated on the portal through the Mpass system. The applicants will not have to visit the offices of the public authorities responsible for issuing permits and will be able to submit the application in electronic format and attach all the necessary documents in electronic format as well. The applicant will apply by performing the following steps:

1. 
   Access Public Services Portal www.servicii.gov.md
   
2. 
   Authenticate to the portal using the Mpass system using username/password or electronic certificate
   
3. 
   Browse through the list of permissive documents and select the necessary permit.
   
4. 
   After selecting the permit, the applicant will fill in the electronic form with the necessary information. The form will also contain the list of attachment to be annexed to the application.
   
5. 
   The applicant will attach the necessary documents.
   
6. 
   If the applicant misses some of the necessary documents to be attached, he/she will submit the application for obtaining the necessary documents. (The scenario for requesting missing documents/attachments will be described in the scenario dedicated for this functionality).
   
7. 
   The applicant pays the fee for obtaining the permissive document using the integrated electronic payment module (Mpay). After performing the payment, the system (IS MIP) will receive the payment confirmation from the Mpay system.
   
8. 
   After all the documents are attached and application form is filled in, the applicant can save the application as ”Draft” or can submit for execution to the responsible public authority.
   
9. 
   The responsible public authority receives the notification via email or IS MIP regarding the incoming new application.
   
10. 
    If the application is not full or contains false information or documents, the representative of the public authority refuses the acceptance of the application. The applicant is notified about the refusal of the application.
    
11. 
    The IS MIP will generate an unique application number that will be used by the applicant to monitor the status of processing the application by logging in to the IS MIP through the Public Services Portal.
    

Application submission through the territorial offices of SE „Poșta Moldovei”

The possibility to submit through territorial offices will be designed for the citizens that do not have the possibility to apply through Public Services Portal and do not want to visit the offices of the public authorities that issue the permits. This scenario is valid for applications for public authorities that do not have territorial offices, thus making costly the visits from the regions to submit applications. According to this scenario, the territorial offices of SE „Poșta Moldovei” represent the „front-office” and hub for interaction between the businesses and public authorities that issue permissive documents. The applicants will visit the territorial post offices to submit their applications, which will be digitized and submitted electronically for processing to the responsible public authorities. Below are the steps for the proposed scenario:

1. 
   The applicant visits the post office.
   
2. 
   The post office servant provides support to the applicant to fill in correctly the application on paper.
   
3. 
   The applicant fills in the application on paper, signs the application.
   
4. 
   The applicant provides the paper copies or originals of the necessary documents to be attached to the application.
   
5. 
   The post office servant logs in the IS MIP.
   

1. 
   The post office servant fills in the application and attaches the scanned documents in the IS MIP on behalf of the applicant. Signs the application using the electronic signature. The application is signed electronically by the post office representative in order to authenticate that the electronic version of the application and scanned documents correspond to the paper based documents submitted and signed by the applicant.
   

6. 
   If the applicant misses some of the necessary documents to be attached, he/she will submit the application for obtaining the necessary documents. (The scenario for requesting missing documents/attachments will be described in the scenario dedicated for this functionality).
   
7. 
   After filling in the application, the IS MIP generates the payment bill for performing the permit fee payment.
   
8. 
   The post office servant will provide the payment bill to the applicant.
   
9. 
   The applicant will pay the bill at the bank office, at the cash in terminal installed in public places or post office or via Mpay electronic payment system.
   
10. 
    After performing the payment the IS MIP will receive payment confirmation.
    
11. 
    The application can be saved as „Draft” if it is not completed and submitted later.
    
12. 
    If the application is complete, the post office servant submits the application to the responsible public authority for processing and execution.
    
13. 
    The IS MIP will generate a unique application number that will be used by the applicant to monitor the status of processing the application by logging in to the IS MIP through the Public Services Portal.
    
14. 
    The responsible public authority receives the notification via email or IS MIP regarding the incoming new application.
    
15. 
    If the application is not full or contains false information or documents, the representative of the public authority refuses the acceptance of the application. The applicant is notified about the refusal of the application.
    

Application submission at the office of the responsible public authority that issues the permissive document

This scenario will be used when the applicants visit the public authorities to request the issuing of permissive documents. This scenario involves the application using the IS MIP in order to standardize the process of application, processing, facilitate data exchange between authorities and ensure the transparency of the entire process of application and issuing the permissive documents. The scenario for application for obtaining permissive documents at the office of the responsible public authorities involves the following steps:

1. 
   The applicant visits the office of the public authority.
   
2. 
   The public authority representative provides support to the applicant to fill in correctly the application on paper.
   
3. 
   The applicant fills in the application on paper, signs the application.
   
4. 
   The applicant provides the paper copies or originals of the necessary documents to be attached to the application.
   
5. 
   The public authority representative logs in the IS MIP.
   
6. 
   The public authority representative fills in the application and attaches the scanned documents in the IS MIP. The public authority representative signs the application using the electronic signature. The application is signed electronically by the public servant in order to authenticate that the electronic version of the application and scanned documents correspond to the paper based documents submitted and signed by the applicant.
   
7. 
   If the applicant misses some of the necessary documents to be attached, he/she will request to be assisted in applying for obtaining the necessary documents through the IS MIP. The application will be saved as „Draft” until all the necessary documents are obtained. (The scenario for requesting missing documents/attachments will be described in the scenario dedicated for this functionality).
   
8. 
   After filling in the application, the IS MIP generates the payment bill for performing the permit fee payment.
   
9. 
   The public authority representative will provide the payment bill to the applicant.
   
10. 
    The applicant will pay the bill at the bank office, at the cash in terminal installed in public places or post office or via Mpay electronic payment system.
    
11. 
    After performing the payment the IS MIP will receive payment confirmation.
    
12. 
    The application can be saved as „Draft” if it is not completed and submitted later.
    
13. 
    If the application is complete, the public authority representative submits the application to the responsible public servant for processing and execution.
    
14. 
    The IS MIP will generate a unique application number that will be used by the applicant to monitor the status of processing the application by logging in to the IS MIP through the Public Services Portal.
    
15. 
    The responsible public servant within the public authority receives the notification via email or IS MIP regarding the incoming new application.
    

Application submission for requesting missing documents/attachments

This scenario is designed for obtaining the documents that are necessary to be attached to the application of the permissive documents. If one or more documents that are necessary to be attached to the application for a permissive document is missing or needs to be obtained, the IS MIP will provide the functionality to request/apply for obtaining the missing documents. This will allow the implementation of the „One Stop Shop” principle by allowing the applicant to perform the visit to only one authority and request all the necessary documents for obtaining the a permissive document in one place. Below is a graphic that depicts the approach that will be used in the IS MIP. The documents that are necessary to be attached to the application will be either attached or will be requested from other public authorities to be obtained.

The scenario for obtaining the missing documents consists from the following steps:

1. 
   The user (applicant, post office servant, representative of the public authority) fills in the application for obtaining the permissive document.
   
2. 
   The application form opens the list of documents that are necessary to be attached to the application.
   
3. 
   For each document to be attached, the user can attach the electronic (scanned) documents or request the documents by pressing the button „Request” which is available at each document from the list.
   
4. 
   After pressing the button „Request”, the new application form opens and the user fills in the application to obtain the necessary document. The process of filling in the application and payment of the fee for obtaining the document is similar to the standard process for application of the primary applications described in the scenarios above.
   
5. 
   If not all the documents are attached, the application is saved as „Draft” and the applicant can continue filling in the application later, after obtaining all the necessary documents.
   

Analysis and execution of the application by the public authority responsible for issuing the permissive document

After the application is filled in and submitted to the responsible public authority, it is examined and analyzed by a specialist responsible for analyzing and processing the applications. The responsible specialist from the public authority will be notified by email or via the IS MIP regarding the new applications received. The application will be registered in the registry of incoming documents which will be on paper format or electronic (component if IS MIP) and the process of analysis will be launched. This scenario will take place in all the public authorities responsible for issuing the permissive documents.. Below are the steps of the proposed scenario.

1. 
   The person accountable for receiving applications within the responsible public authority receives the notification by email or within the IS MIP regarding the new applications for issuing permissive documents. The incoming applications are recorded in the registry of incoming applications (paper format or component of IS MIP).
   
2. 
   The application is forwarded for execution to the responsible specialist within the public authority electronically via the IS MIP or on paper by printing the application and attached documents and submitting the documents manually.
   
3. 
   The responsible specialist examines the application and the set of documents attached. If the application is not fully filled in or contains false information, the specialist from the public authority responsible for issuing the permissive documents refuses the application, fills in the refusal justification and sends the notification to the applicant regarding the refusal of the application.
   
4. 
   After the application if accepted, the responsible specialist performs additional electronic validation of data from the application form and attached documents. He/She uses the IS MIP to receive data from the information systems of other public authorities or uses the direct access to access the necessary information.
   
5. 
   The responsible specialist verifies the execution of the payment bill using the Mpay system or attached payment conformation.
   
6. 
   If all the data is correct and the applicant meets all the criteria necessary for issuing the permissive document, the specialist fills is the form of the permissive document within the IS MIP or on paper form.
   
7. 
   The specialist responsible for processing the application notifies the specialist responsible for issuing/delivery/handover of the permissive document about the completion of the document.
   
8. 
   The specialist responsible for issuing/delivery/handover marks in the IS MIP the completion and finalization of the process for issuing the document. The paper format permissive document is scanned and entered in the IS MIP.
   
9. 
   IS MIP notifies the applicant about the completion of processing the permissive document.
   
10. 
    If the applicant is not a user of IS MIP and the application was submitted on paper format through the post office or through the office of the responsible public authority, IS MIP notifies the post office servant or the specialist from the public authority that received the application about the finalization of application analysis.
    
11. 
    The applicant is notified about the finalization of the application analysis.
    
12. 
    If the applicant requested delivery of the permissive document at its office, the public authority sends the permissive document via the post service or other delivery service to the office of the applicant.
    
13. 
    The permissive document is handed over to the applicant. The institution that issued the permit records in the MIP the event of issuing the permit.
    
14. 
    The permissive document is stored electronically in the personal electronic folder of the applicant in the IS MIP system.
    
15. 
    If any other public authority requires any information regarding the issued permit, it can access the information regarding the permit through the IS MIP system.
    

Scenario for interaction with laboratories involved in issuing permissive document

This scenario is designed to facilitate the interaction between the applicant and the laboratories involved in performing laboratory tests necessary for issuing permissive documents. The purpose is to minimize the visits of the applicants to the laboratories. Once the samples for performing laboratory tests are submitted to the laboratory and the necessary tests are carried out, the laboratory test results are submitted electronically to the public authorities responsible for issuing the permissive documents. The scenario consists of the following steps:

1. 
   After filling in the application for obtaining the permissive documents, the applicant submits the application, performs the payment and receives and unique application identification number (ID).
   
2. 
   The applicant or the inspector that collected the test samples delivers the samples to the specialized laboratory.
   
3. 
   The applicant or the inspector that collected the test samples marks the samples with the application unique identification number (ID) in order to assign the laboratory tests to the submitted application form.
   
4. 
   The applicant or the inspector that collected the test samples fills in a form in the laboratory and indicates the unique identification number, mailing and email address where the laboratory test results will be delivered.
   
5. 
   After the laboratory test results are obtained, the test report is introduced into the IS MIP, having and interface and role designated for laboratories. The test report is introduced into the system using a unique identification number (ID), which attributes the report to the respective application dossier. In case when the laboratory is not using the IS MIP, the test report are sent by post, email or fax to the public authority responsible for issuing permit, which attaches it to the appropriate application form/folder using the unique identification number (ID).
   
6. 
   The responsible person from the public authority stars analysis and examination of the application form and attached documents that also include the laboratory test results report.
   

Scenario for submitting the permissive document to the public authorities that solicit the permissive documents

After obtaining the permissive documents from one public authority, the businesses usually have to present these permissive documents to other public authorities. For example permissive documents necessary for export that are issued by the National Food Safety Agency are requested by the Customs Service in the process of exporting. Therefore, the proposed scenario facilitates the transmission of the permissive documents from the issuing authority directly to the requesting authority without the physical implication of the applicant. IS MIP can be integrated with the information systems of other public authorities (e.g. Customs Office) in order to provide direct access to the permits issued for a specific economic entity and not request the document to be presented on paper format.

1. 
   When the applicant fills in the application for obtaining the permissive document, he/she indicates the public authority and address where the permit needs to be submitted after issuing.
   
2. 
   If the receiving public authority is a user of the IS MIP, it will receive notification and will have access to the permits issued for a specific business entity.
   
3. 
   If the receiving public authority will NOT use the IS MIP, the permissive document will be sent by the issuing authority by post, email or other delivery service.
   
4. 
   All the issued permissive documents will be stored in IS MIP and any other public authority will be able to access any information regarding the issued permits including the application form, attached documents, laboratory test reports, etc.
   

These are the basic scenarios within the IS MIP used for issuing permissive documents. At the stage of developing detailed functional and non-functional requirements, the business processes and scenarios will be described in more details. The above concept serves as a starting point and paper for discussion for developing the technical platform for implementation of a National One Stop Shop. After all the stakeholders will approve the concept and the Government will approve it, the process of developing the detailed technical requirements will start.

20. 
    IS MIP classifiers
    

In order to ensure the authenticity and reducing the volume of information stored in IS MIP, the system of classifiers will be used. Classifiers will be grouped by international, national and departmental.

Departmental classifiers will be developed and used within IS MIP only in the absence of national international approved classifiers.

21. 
    Interaction IS MIP with other information systems
    

For implementing IS MIP, it is necessary to establish electronic data exchange with the following state institutions:

Institution	Information type
SE CRIS ”Registru”	Business registration information (State Register of Legal Entities) State Register of Population State Register of Vehicles State Register of Drivers
SE ”Cadastru”	Real estate information (Electronic registry of real estate)
State Tax Service	Taxpayer’s information on tax liabilities (Taxpayer Current Account System)
	Taxpayer registration information (ex. Registered bank accounts)
National Social Insurance House	Confirmation of payments to the social insurance budget
National Medical Insurance Company	Confirmation of payments to the medical insurance fund
National Food Safety Agency	Information regarding the registration of biological products
	Information regarding the use of phytosanitary products and fertilizers
	Information regarding the issued sanitary-veterinary certificates
	Information regarding the issued phytosanitary certificates
National Public Health Center	Information regarding the issued sanitary authorizations for business functioning
Licensing Chamber	Information regarding the issued licenses (Electronic registry of licenses)

The abovementioned institutions and their information systems will be connected to the IS MIP via the Government Interoperability System Mconnect provided and managed by the Moldova e-Government Center.

Chapter VII. Technological space of IS MIP

22. 
    Access levels of IS MIP
    

IS MIP will be created based on the MCloud technological concept. The basic components of the IS MIP architecture are:

• 
  Government cloud (Mcloud)
  
• 
  Government Enterprise Content Management System
  
• 
  Workplaces of the system users
  

23. 
    Structure of the informational and technical infrastructure at the central level
    

Technical infrastructure of IS MIP will be hosted in the Government technological platform Mcloud.

The functional space of the IS MIP will cover all the services and hardware infrastructure provided by the owner of Mcloud platform such as PaaS and IaaS.

The architecture of IS MIP will be SOA which will allow the IS MIP to be integrated with all the Mcloud services and Government shared services such as Mpay, Msign, Mpass, Mnotify and integration with other information systems owned by other public authorities.

Because the client interface of IS MIP will serve the web browser, no significant additional hardware and software resources will be needed. Access to IS MIP will be provided through any device connected to Internet.

Chapter VIII. REQUIREMENTS TOWARDS THE SYSTEM IN GENERAL

24. 
    Requirements regarding informational security and protection
    
    1. 
       General requirements
       

Informational security means the protection of informational resources against deliberate or accidental actions with natural or artificial character that as a result bring prejudice to system’s owners and users.

Complex system of informational security represents an aggregation of legal, organizational, and economic means, as well as technological software-hardware means directed to ensure the necessary level of integrity, confidentiality, and accessibility of informational resources.

2. 
   Tasks to ensure the security
   

Basic tasks of informational security are ensuring:

• Information integrity – protection from the modification of system’s functionality and data damage;

• Confidentiality – protection from unauthorized access to data;

• Protection of accessibility – protection from blocking the access of sanctioned users to informational resources.

Main mechanisms of ensuring the informational security are:

• authentication and authorization of information;

• managing access to information;
• recording actions of user of information system;
• encryption of information;
• IT audit;
• restoration procedures in case of disaster.
Main purpose followed through information protection within IS MIP consists in preventing any unwarranted encroachments in its functioning, as well as all attempts of data withdrawing and modification, malfunction or damaging its structural elements.

3. 
   Informational security related risks
   

Risk means an event or a possible action directed to damaging resources or informational infrastructure.

Main dangers for informational security are:

• violating the information’s confidentiality;

• violating the logical and physical integrity of information;

• implementation in software and hardware products of components that carry out functions unforeseen in the documents to these products;

• destroying, damaging, and radio-electronic suppressing or destroying of information, telecommunication, and communication processing systems;

• information leakage through technical channels;

• implementation of electronic devices for information interception in technical means of information processing, storing, and dissemination through communication channels, as well as in duty offices of state powers services;

• unauthorized access to informational resources in data banks and bases;

• violating legal restrictions related to information dissemination.

Sources of danger are criminals, corrupted civil servants, as well as malicious users.

The purposes of criminals are:

• violation of information confidentiality;

• violation of logical and physical integrity of information;

• violation of telecommunication informational infrastructure functioning.

Ways of violations:

• unauthorized access;

• physical influence on components of telecommunication informational infrastructure;

• organizing information leakage through different channels;

• bribing and harassment of personnel

Chapter IX. Risk of IS MIP implementation

The following risk are identified that can negatively affect the implementation of IS MIP:

• 
  Risk of institutional resistance. The proposed information system involves the business processes re-engineering which will change the existing processes of issuing permissive documents. This can cause the resistance from different stakeholders within the organizations that will be involved in issuing permissive documents.
  
• 
  Front-office risk consists from the possible lack of sufficient human resources within the regional offices of IS Posta Moldovei (post offices) necessary to undertake the new functions of receiving the applications for permissive documents and submission to the responsible public authorities.
  
• 
  Risk of not accepting the scanned and electronic format of applications and electronic documents. Despite the existence of the legislative framework in the field of digital signatures, there is a risk that the public authorities will resist accepting the scanned and electronic format of documents. The concept IS MIP needs to be approved by the Government and after development of the system, a detailed regulation on using the IS MIP shall be approved by the Government as well.
  
• 
  Risk of not respecting the terms for processing the applications by the public authorities. Once the electronic applications will be submitted to the responsible public authorities, there is a risk that the terms for processing the applications and issuing the permissive documents will not be respected. This will be caused by the institutional and staff resistance against the use of electronic documents and limitation of direct contact between the applicants and public servants.
  
• 
  Risk of redundant processes for issuing permissive documents. After the launch of IS MIP, there is a risk that the public authorities will accept and process application both using the IS MIP and using the old fashioned way. This will create additional burden for the employees involved that might resist against the use of the new system. Additionally this will stimulate double standards for issuing permissive documents that can create opportunities for corruption.
  
• 
  Risk of non-development and connection of the necessary electronic registries held by other public authorities can lead to insufficient data for application processing and authorities will continue to request documents and other data necessary from other public authorities on paper format. The system presented in this concept will be built on the assumption that all the electronic registries necessary for IS MIP functioning will be developed and access will be provided to them to other public authorities.
  
• 
  Risk that the public authorities involved in issuing permissive documents will refuse to receive and use the laboratory test results that will be sent electronically by the laboratories.
  
• 
  Risk of normative regulations that contradict with the proposed new business processes and proposed functionalities of the IS MIP. The legislation that regulates the issuing of permissive documents has to be adjusted according to the new processes and proposed functionalities of the IS MIP. For example, for some permissive documents, the requirements in the law to attach originals of the needed documents to the application can be contradictory with the proposed functionalities to attach electronically scanned versions of documents or substitute some documents with electronic access to databases of other public institutions. Examples are the certificates of no debts to the budgets and registration certificates that are proposed to be substituted by electronic access to the databases of the State tax Service, SE Registru and State Registration Chamber.
  
• 
  Risk of insufficient organizational capacity to manage the IS MIP. The institution that will be selected for managing the IS MIP will have to constantly manage the user roles, register new users, adjust the document flows, add/adjust forms and provide user support. Because of the expected large number of applications and number of users both from the public authorities and applicants, significant resources are needed to maintain the system functioning. It will be necessary technical skills to maintain the system working and knowledge of the business permits areas in order to understand the processes and support the users in using the system.
  
• 
  Risk of insufficient budget for upgrading the system for new permissive documents, institutions and users to be included in the system.
  
• 
  Risk of insufficient capacity of the institution or organization that will manage the implementation and operation of the IS MIP. Because of the complexity of the business processes and variety of permit areas, the employees of the IS MIP implementing and running organization will need a huge level of effort to deal will all the public authorities involved and managing the business processes related to issuing the permissive documents.