Brief Description:

The project “Modernisation of Unified Service Operator’s System and establishment of on-line service portal for Government Services in the Republic of Armenia”, moves further along the road of e-services development in Armenia, aiming to develop a unified software platform for provision of Government services to citizens and business through the online e-gov.am portal and through unified service operator service centres.  Within the framework of the project, existing and newly developed e-governance service systems are planned to be connected to the State service operator system, sso.am.  It is planned that more than 20 existing e-governance systems will be connected to the sso.am system.  The general interoperability platform (GIP) currently being developed under a previous EuropeAid project will provide the basis for the unified service operator system (USOS).

To enable effective provision of State and community services, the project has the following objectives:

1. Transformation of the current decentralised system into a unified operator service system, and sso.am will be the front desk for the services available through general interoperability platform (GIP) for the provision of public services to citizens and business;
2. Establishing an on-line system for provision of public services to citizens through the e-gov.am portal, enabling direct provision of the services on-line to citizens and business;                 
3. Establishing rules and standards as a model for future roll out and maintenance of the integrated platform for all public services (around 400);
4. Increasing the quantity of State and community services delivered by operators or through e-gov;
5. Establishing a system to allow collection of statistics on service usage and satisfaction;
6. Training and capacity building.

Actions in Brief:

The results to be achieved by the project include a complete redesign and transformation of the sso.am Unified Service Operator System, with a developed unified Government services section of the e-gov.am portal serving as an on-line version of the unified system for provision of public services.  Both existing and newly developed services will be available through USOS and the e-gov.am online portal.  A digital transformation roadmap for State and community service delivery will be developed.  This is a plan to make USOS available to delegated State and community services operators, and services accessible to all citizens and business.  For the systems to function legally, draft amendments to legislation related to electronic operation of State and community services will be prepared and submitted to Government for implementation.

The specific results expected to be achieved by the project include the following:

1. Electronic delivery of a range of State and community services with highly effective provision of services at front desk offices and through the online portal;
2. Approved list of the 35 highest demand services which will derive from higher number of analysed services completed by another EU-funded project of Development of Citizen-Centric Digital Services;
3. Establishment of service portal that will enable easy and cost effective addition of new services after the project completion;
4. Single-entry point for requesting simple or complex services engaging more than one state and/or municipal authority;
5. 24/7 territorial accessibility of State and community services;
6. Transparency and accountability of the service delivery process;
7. Reduction of communication in person between citizens, State agencies and local authorities, which will significantly reduce corruption risks;
8. Better personal data privacy protection management and higher security of State and community service delivery in accordance with Armenian legislation and in line with The Comprehensive and Enhanced Partnership Agreement between the European Union and Armenia (CEPA).

Duration:                               20/02/2020 – 20/02/2022

Total Project Budget:            EUR 1,084,000.00

EU Contribution:                  EUR 1,084,000.00

Location:                                Yerevan, Armenia

Implementing Partners:       Estonian e-Governance Academy, VXSoft Limited