Launch of the Project for the Development of User-Centred Digital Public Services in Romania’s Public Administration, funded through the European Union’s Technical Support Instrument

This week marked the official launch of the project “Development of User-Centred Digital Public Services in Romania’s Public Administration,” implemented with technical support and funding through the European Union’s Technical Support Instrument, with the Romanian Authority for Digitalisation (ADR) as the beneficiary.

The project’s overall objective is to support Romania’s public administration in the development and implementation of citizen-centred public services, in line with EU standards and relevant best practices.

On this occasion, the project was launched from the perspective of the pilot phase involving the selected services, with the aim of ensuring a common understanding among all participating institutions regarding the project objectives, working methodology and next steps.

The meeting brought together representatives of the European Commission — Mr Kjartan Bjornsson, Head of Unit within the European Commission’s Task Force for Reforms and Investments (SG REFORM), and Ms Amalia Coman, SG REFORM Country Coordinator — as well as representatives of the selected public institutions.

The meeting provided participants with an opportunity to express a shared vision for the project and to highlight the importance and expected impact of achieving its objectives. The project is particularly relevant in the context of the sustained efforts to meet the targets of the Digital Decade Policy Programme 2030 and to improve Romania’s indicators relating to the user-centricity of digital public services, as measured by the eGovernment Benchmark.

Mr Aurel-Cătălin Giulescu, President of ADR, stated:

“The project officially launched today aims to bring about a profound digital transformation in the way public services are designed and delivered, going beyond the mere digitalisation of existing procedures and focusing instead on a comprehensive redesign of processes and the user experience. The emphasis is placed on eliminating redundant steps, simplifying workflows and reducing unnecessary interactions, so that services become faster, clearer and more efficient for users. Interfaces will be redesigned around the user experience rather than the internal structure of institutions, ensuring easy, intuitive and consistent access to services. This approach requires a genuine change in mindset: from a fragmented administrative logic to one focused on the concrete needs of citizens and businesses.”

Mr Kjartan Bjornsson, Head of Unit, European Commission – Task Force for Reforms and Investments, stated:

“This project, funded by the European Union through the Technical Support Instrument, contributes to achieving the objectives of the Digital Decade 2030 by supporting the development of user-centred public services. These services are easier for citizens and businesses to access and use. At the same time, user-centred public services help increase the efficiency of public administration by eliminating redundant steps and repeated requests for data, as well as by simplifying internal processes.”

The project has a total implementation period of 18 months, and its key results include the development of a guide for designing user-centred digital public services, the delivery of intensive and practical training sessions on the redesign and design of digital public services, the effective redesign of a selected group of public services, and the strengthening of the institutional capacity of public administration to sustainably design, implement, improve and evaluate digital public services from a user-centred perspective.

The project represents a first for Romania’s public administration, and its operational implementation is expected to act as a catalyst for the digital transformation of public institutions and for improving digital interaction with users of both transactional and informational digital public services.

The ROePAS platform is continuing the training process for public institutions at national level by organizing a new series of online workshops taking place during March–April 2026.

These sessions add to those previously organized, as part of an ongoing effort to support institutions already enrolled in the platform, with the aim of aligning public services with European standards of efficiency, transparency, and accessibility.

What participants covered

Representatives of public institutions benefited from practical training on:

• New functionalities – step-by-step demonstrations for the new content administration workflows;

• Procedure management – optimization of how services, administrative steps, and required documents are presented;

• User experience – application of communication best practices to facilitate quick access to information for citizens and the business environment.

Concrete results

Following these sessions — which continue the series of trainings already carried out — participating institutions will begin the process of updating and standardizing the procedures published on the platform.

The objective is for users to be able to quickly identify the required steps and administrative requirements, thereby helping reduce bureaucracy and improve the clarity of public services.

Open registration for upcoming sessions

In order to ensure uniform adoption of the platform at national level, ROePAS will organize new training sessions dedicated to public institutions.

👉 Registration is done by completing the form available here.

The Authority for the Digitalization of Romania will review the submitted requests and will send, by email, the details regarding the upcoming training sessions and the access link for the online courses.

Interested institutions are encouraged to participate in order to actively contribute to the process of digitalization and modernization of public administration in Romania.

The Authority for the Digitalization of Romania (ADR) announces the production launch of the ROePAS platform — a digital infrastructure designed for the delivery and management of electronic public services.

ADR acts as the national coordinating authority for the implementation of Regulation (EU) 2018/1724 on the Single Digital Gateway, ensuring that citizens and businesses have access to information, online procedures, and assistance services. In this context, ROePAS is part of the project “Implementation of the Government Cloud Infrastructure,” funded through the National Recovery and Resilience Plan, Component 7 – Digital Transformation.

The platform is available at https://roepas.ro

The official production launch marks an essential milestone in the digital transformation of public administration, in line with ADR’s mission to develop secure, interoperable digital services centered on the needs of citizens and the business environment.

What is new in ROePAS

The ROePAS platform is integrated with the Single Digital Gateway and the European “Your Europe” platform, facilitating access for citizens and businesses to information and online procedures at both national and European level.

The new platform provides a single access point for digital public services and brings a series of significant improvements:

• Centralized access to digital services;

• Integrated electronic workflows — requests for various services can be processed by multiple institutions without repeated submissions;

• Standardized public services — reusable across local public administration;

• Cross-border exchange of administrative documents between institutions, avoiding repeated requests for the same documents through the technical Once-Only system;

• Authentication using electronic identification means (eIDAS, ROeID);

• Integrations with MJ, ONRC, ANAF;

• Chatbot, live chat, and ticketing system;

• Feedback system connected to Your Europe.

Depending on the current stage of digitalization of the systems managed by public institutions, one of the following configuration and integration methods may be used in order to set up the procedures provided for by the Regulation within the portal:

Integration type 1: Exclusively within the portal

• The institution does not have its own IT system and will manage the procedure exclusively in the portal;

• The procedure will be configured in the portal;

• Requests received will be processed through the portal.

Integration type 2: Partially within the portal

• The institution has an IT system without a citizen-facing interface (back office only);

• The procedure will be configured in the portal;

• Requests will be initiated in the portal, processed in the institution’s IT system, and the response will then be sent back through the ROePAS portal.

Integration type 3: Exclusively within the institution’s portal

• The institution has an IT system that enables procedures to be carried out fully online for obtaining a service;

• The procedure will be configured in the portal;

• Requests will be initiated in the institution’s IT system, while the ROePAS portal will only redirect the authenticated user to the institution’s system.

For more details, please consult the Guides section (Technical Integration Documentation).

Through these functionalities, ROePAS offers:

• a modern and intuitive interface centered on user experience;

• clear structuring of administrative procedures and required documents;

• standardization of the way public services are published;

• alignment with European requirements;

• enhanced interoperability;

• support for the full digitalization of administrative workflows;

• reduced administrative burden and increased efficiency;

• protection of personal data in accordance with the applicable legislation;

• rapid access to information and procedures, including cross-border services within the EU;

• migration of over 5,000 procedures previously available in PCUE, ensuring continuity of existing services.

Through the implementation of ROePAS, public administration takes an important step toward simplifying the interaction between the state, citizens, and the business environment.

Commitment to service continuity and modernization

The production launch of the new platform represents an essential step in strengthening the governmental digital ecosystem, ensuring:

• enhanced interoperability;

• security and compliance with European standards;

• a consistent user experience;

• more efficient administrative processes.

Public institutions migrated from the former PCUE portal will go through a stage of updating their institutional profile and public services within the new platform.

Until these updates are completed by each institution:

• the PCUE platform remains available, and existing public services will not be interrupted;

• continuity in service delivery to citizens and businesses is ensured;

• the transition is carried out gradually, without affecting access to public services.

Citizens will be able to access online services through the new platform after the process of updating and validating the information and services published by the migrated institutions is completed.

Training and onboarding schedule for institutions

To support an efficient transition to the new infrastructure, ADR has established a dedicated training and onboarding schedule for public institutions.

This includes:

• technical sessions presenting the platform’s functionalities;

• operational guides for administering the institutional profile;

• dedicated support for configuring and publishing online public services;

• assistance throughout the process of updating and validating the data migrated from PCUE.

The purpose of this initiative is to ensure a uniform, compliant, and efficient implementation, while also increasing the quality of digital services offered to citizens.

Openness to feedback and continuous improvement

The implementation team remains open to receiving feedback from public institutions, the business environment, and citizens, in order to continuously optimize the platform.

The suggestions and observations received will contribute to improving functionalities, simplifying digital workflows, and increasing the accessibility and usability of online public services, thus reinforcing the strategic directions assumed through PDURO and the national digital transformation policy.

Authority for the Digitalization of Romania
For a modern, digital, and citizen-oriented public administration.