LocationsModernizing civil registration lies at the heart of Tajikistan's efforts to build more effective, citizen-oriented public services.
Building citizen-centered civil registration in Tajikistan: Insights from Moldova
December 11, 2024
Tajikistan delegation visits the multifunctional center in Moldova
UNDP Tajikistan
In November, a delegation from Tajikistan, including representatives from the Ministry of Justice, the Agency for Innovation and Digital Technologies, the Executive Office of the President, and the Ministry of Foreign Affairs visited Moldova. Organized by UNDP and funded by the European Union, this visit aimed to explore Moldova’s approach to digital transformation and enhanced public service delivery.
Tajikistan is working to modernize its public services, but challenges such as outdated paper-based processes and limited inter-agency coordination are still to be resolved. Reforms in the civil registration system, the backbone of official population records, and other vital statistics are central to these efforts. Moldova’s successful experience offers practical lessons that can help Tajikistan improve its services for a population of 10 million.
Why Moldova?
Both Tajikistan and Moldova share a post-Soviet legacy, facing similar hurdles in governance, digital infrastructure, and access to public services. Moldova has emerged as a leader in public sector reform, transforming its civil registration system through digitalization, multifunctional service centers, fast-track service delivery, and streamlined inter-agency coordination.
With a population of just 3 million, Moldova’s Public Services Portal serves as a one-stop shop for citizens to access approximately 250 digital services, enabling citizens to access services anytime, anywhere. By examining Moldova’s journey, Tajikistan can gain insights into overcoming the challenges of bureaucratic inefficiencies in data usage and improving public service accessibility.
A week of learning and inspiration
Meeting with Daniela Gasparikova, the Resident Representative of UNDP in Moldova
UNDP Tajikistan
The delegation met with key Moldovan institutions, including the Public Service Agency, the Ministry of Economic Development and Digitalization, the Ministry of Justice, and the E-Governance Agency. These discussions underscored the importance of strong policies, coherent steps in the implementation of reform strategy, and collaboration across institutions to ensure the success of reforms.
“Our study trip was a valuable exchange of ideas. We explored the complexity of modernizing public services, discussing the roles of different government agencies and digital ecosystems. Our conversations delved into the mechanism for efficient inter-agency coordination and the challenges of digitizing civil registry records. This experience will undoubtedly inform our efforts to enhance Tajikistan's civil registration system,” said Sarvinoz Saidmurodzoda, Deputy Head of the Main Civil Registration Department, reflecting on the collaborations.
Sarvinoz Saidmurodzoda, Deputy Head of the Main Civil Registration Department of the Ministry of Justice of the Republic of Tajikistan
UNDP Tajikistan
Visiting Multifunctional Centers
A highlight of the trip was Moldova’s multifunctional service centers, which embody the “Single Window” model. These centers reduce bureaucratic barriers by providing citizens with all key services in one location.
A similar approach is in development in Tajikistan. In 2024 alone UNDP supported the renovation of 16 civil registration offices under the front and back-office modality. This reform reduced the number of visits required for key services from four to two, enhancing citizen satisfaction.
Visit to the Unified Center for Public Service Delivery (CUPS)
UNDP Tajikistan
Digitalizing Civil Registration
The delegation also observed the digitalization of Moldova’s civil registration system, which included scanning historical archives and implementing an electronic document management system. Digitization of civil status archives is an important step to increase the speed of service delivery and boost the exchange of data with other governmental e-services.
Tajikistan is ready to make progress in this area, as the Ministry of Justice is preparing to launch a digitization of archives that will further improve service quality, reduce costs, and eliminate inefficiencies. UNDP Tajikistan with support from the EU and the Government of Switzerland will provide assistance to the Ministry in this endeavor.
Visit to the CUPS
UNDP Tajikistan
Lessons for Tajikistan
The study visit provided actionable insights into how Tajikistan can enhance its public services, particularly in the ongoing modernization of its civil registration system:
Moldova’s investment in robust IT systems, such as its centralized Public Services Portal, demonstrates how digital infrastructure can help deliver efficient and reliable services to citizens.
Public services must be accessible to all, especially vulnerable groups, through inclusive design and targeted outreach campaigns.
Establishing clear regulatory frameworks and integrating digital ecosystems are critical for ensuring seamless coordination across government institutions and successful reform implementation.
Muhammad Rajabzoda, Leading specialist of the Department of Electronic Trade Regulation of the Agency on Innovation and Digital Technologies under the President of the Republic of Tajikistan shared his insights: “Moldova's experience highlights the critical importance of integration of modern digital technologies in public administration. Centralized online systems not only speed up the process of receiving services but also minimize corruption risks associated with bureaucracy.”
“This approach could form the basis for a reform in Tajikistan that would make public services more accessible and transparent. Data integration between different state departments will eliminate duplication of information and simplify the process of interaction between citizens and government agencies, increasing efficiency and improving the overall perception of the government,” he added.
Muhammad Rajabzoda, leading specialist of the Department of Electronic Trade Regulation of the Agency on Innovation and Digital Technologies under the President of RT, in Moldova’s Ministry of Justice
UNDP Tajikistan
Looking Ahead
The improved Access to Public Services (IAPS) project is part of a broader UNDP Civil Registration System Reform Initiative aiming at building a more effective, transparent, and citizen-focused civil registration system. Key activities include developing an interoperable civil registration portal, enhancing front-back-office service delivery, and digitizing civil registration records.
The knowledge shared by Moldovan experts will play a key role. By adopting proven practices and tailoring them to local needs, Tajikistan can build a civil registration system that is more efficient, transparent, and responsive to its citizens.
Tajik delegation in Moldova's Ministry of Justice
UNDP Tajikistan
UNDP Tajikistan expresses its gratitude to the UNDP Moldova, the Moldovan Public Service Agency, the E-Governance Agency, the Ministry of Justice, and the Ministry of Economic Development and Digitalization for their hospitality and expertise.