The efficiency of public services through the increasing the professionalism of civil servants

 The efficiency of public services through the increasing the professionalism of civil servants


The efficiency is the foundation of success.


The image of each state is determined directly by the quality of public services provided by the structural entities of public administration, because whereas the latter represent "the system of social organization", achieving the values that express the general interest of the society.


Therefore, the primary purpose of the administrative bodies consists in the realization of the interests of the citizens, to ensure their welfare, but also to ensure the conditions necessary for every citizen to be able to capitalize their personality and to enjoy the rights and freedoms that ensures the state of law.

In this regard we mention that such a plant needs fertile ground, air, water, light and interaction of human being, in such manner the representative bodies of government need certain mechanisms of action in order to ensure their functionality. So, this toolkit of the administrative entities through which it honors its obligations consists of possibilities of action embodied in organizational structures, civil servants, assets and finances available in order to fulfill its functions.

That being said, we mention that this two concepts: public service efficiency and professionalism of civil servants are in conditioning relation, because the level of preparedness of civil servants determine as a lawfulness the quality of public services provided to the citizens.

In the matter of the efficiency of public services we mention that the Government, through the Decision no. 122 from February 18th 2014 "On public services reform program for the years 2014-2016”, has established the priorities for reforming the public services for the period 2014-2016. So, the Program of public services reform for the years 2014-2016 has been prepared in accordance with the Government Program of the Republic of Moldova "European Integration: Freedom, Democracy, Welfare" for the period 2013-2014 and it is a planning document of the Government's policies in the medium term, aiming to reengineering the public services. It is mentioned that the strategic goal of modernization of public services is included in the strategic program of technological modernization of government (e-transformation) approved by Government Decision nr.710 from 20 September 2011. This document provides the digitization of public services and the reengineering of operational processes for services provision.

One of the specific objectives of this program stipulates that the citizens and the business environment will easily access the information and the electronic services provided by public authorities through the central government portal unique. According to this program, these services will be accessible through various channels: internet, mobile, kiosks, interactive terminals, etc.

Also, we bring to your attention that the priorities for the following years for effective public service were established in Government Decision no. 966 from 08 September 2016 for approving the action plan on modernizing public services reform for the years 2017-2021.

In this context, we mention that the nominated normative act was approved for achieving the objectives related to the modernization of the public services enshrined in the Public Administration Reform Strategy for the years 2016-2020 and in the Program of the Government of Moldova 2016-2018 in order to honor the commitments towards the development partners.

In this regard, the ministries, other central administrative authorities and the autonomous public institutions will take the necessary measures for full execution in the deadlines established by the plan approved.

For its part, the State Chancellery will ensure the coordination and the monitoring implementation of the Plan nominated, by generalizing and by presenting to the National Council on Public Administration Reform every year, until January 31, the report on the realization of the plan. Also, she will prepare the report of the impact assessment of the Plan and will present to the National Council of Public Administration Reform before 28 June 2019. This report will be based on indicators and surveys on the perception of public services implemented under the set objectives, and will submit proposals to complete and update the Plan.

It is known the argument that the value of public services can be judged by the competence and by the preparedness of civil servants. In these circumstances, can be mentioned that only the professionally prepared public servants, can act rationally and efficiently, thereby raising the efficiency of public services in particular and of public administration in general. Considering the multitude of activities they perform, especially the elaboration of administrative acts, they should not rely solely on some minimal knowledge and information, because in such conditions it is denatured the correlation between rational and irrational. In the case of irrational, all decisions and actions escapes, naturally, any controls and any powers of anticipation.

In this regard, the provision of modern and efficient public services which can approach the administration to the citizen, is one of the priorities included in the calendar of the European integration process and the main purpose of the reform of public administration, an administration which can satisfy the requirements of a democratic society. In this regard, the former Permanent Secretary of the British Government, Sir Robin Montfield, noted that the essential principles that we can find in any European administration are:

• The permanence;

• The professionalism;

• The political Neutrality.

The permanence is related to the need of continuation the experience gained in time by civil servants who can explain their superiors why things are so and not otherwise, what was attempted and what has failed in the past and to do this without fear of losing their jobs just because they had the courage to demonstrate the weaknesses of point of view.

The professionalism of civil servants in general and of the leadership in particular, is the decisive factor in order to achieve effective administration activities and providing efficient services for citizens.

The political neutrality is justified by the fact that if a central or local government, is politically engaged for one Government, it will be obligatory, unacceptable for the next Government.

An essential condition for ensuring the effectiveness of public services through the professionalism of civil servants is to establish normal relations with the citizen. It requires that the administration would act as a public service serving the citizen and not against its interests will not be. For it is necessary compliance with certain conditions relating to train civil servants in administrative activities, namely:

-         The consistent application of the principle of civil servants employment exclusively on the basis of professional competence;

-         The elimination of political clienteles in the public administration and in the formation of professional civil servants who enjoy the social prestige;

-         The promotion to public functions on performance criteria and morality, in the letter and spirit of the law;

-         The insurance of a coherent and a correct management of civil servants career, by stimulating and ensuring normal working conditions, in order to respect the principle of stability and continuity in the activity;

-         The creation an efficient national and regional preparation of civil servants and elected officials.

Making reference to the continuous improvement of civil servants, we mention that there are special programs at the State Chancellery, the programs focusing on the ensuring continuity of professionalism of civil servants. Also, the State Chancellery publishes on the website news-letters, that emphasize the management of civil servants, organized under various forms of the Chancellery in partnership with institutions from our country and abroad.

However, we note that, based on Government Decision no. 970 from 11 august 2016 " On approval of civil servants training program for the years 2016-2020 on professional development of public administration personnel'' '' were set the priorities and the concrete directions for the training of civil servants.

We mention that the purpose of the Program nominated is the consolidation of professional skills of civil servants for the provision the qualitative public services to citizens and society and to achieve the objectives and priorities of the Government. In order to implement the program nominated, there are proposed the following objectives:

  • Determining the orientations and priority groups for training of civil servants;
  • Establishing a system of institutions involved in ensuring of the training of civil servants;
  • Ensuring the quality of training for civil servants;
  • Ensuring of rational use of financial resources for the training of civil servants.

In the context of the above exposed, it highlights that the program sets the directions and the priority groups for the training of civil servants in the years 2016-2020, based on which the public authorities will elaborate annual plans for training the personnel. So, the priority directions for the instruction of public servants to years 2016-2020 are the following:

-         The consolidation of leadership of civil servants (leadership, communication, change management / human resources / conflict / projects etc.);

-         The development of skills, competences and attitudes necessary to the public function(integration in the public function);necessary for provision of public services;

-         The development of skills necessary for provision of public services;

-         The improvement of knowledge regarding to the professional ethics and of the prevention of corruption among the civil servants;

-         The increasing the skills of strategic planning and preparation of public policies, and improving the knowledge of foreign languages (European circulation - English, French etc.).

By way of conclusion to the exposed above, we inform that effective public service delivery and professionalism of civil servants are in relation of cause and effect, so that a body of professional civil servants and integer will contribute to achieving the general interest of the society at the highest level, so that public welfare service users to be fully ensured.

Claudia Lachi,

Senior consultant in the State Chancellery of the Republic of Moldova.