The Romanian Government launched on Tuesday the online platform „Paperless” (fara-hartie.gov.ro), a tool through which it invites citizens, companies, and public officials to report cumbersome bureaucratic procedures and the lack of digitalization in public administration.
The initiative aims to transform individual complaints into systemic solutions through a transparent mechanism with public reporting of progress.
### What citizens can report
According to the official statement, users can submit complaints regarding excessive bureaucracy, redundant document requests, complicated procedures, or the absence of digital services. Information is collected in a standardized manner so that the impact of each issue can be objectively evaluated based on time, costs, and the number of people affected.
All complaints that meet the platform’s criteria are published transparently and can be consulted based on institution, type of issue, or locality.
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### Top 10 issues analyzed every 30 days
Every 30 days, the Government centralizes the ten most frequent issues and forwards them for analysis and resolution to the competent institutions through the Committee for E-Governance and Bureaucracy Reduction (CERB).
The selection is based on the frequency of dysfunction, the impact on citizens, and the nature of the necessary solution – administrative or legislative.
Issues related to administrative practices are directly communicated to the responsible institutions, which are obligated to take measures to correct them, and progress is publicly monitored on the platform until resolution.
In cases requiring legislative changes, working groups of the Consultative Consortium of CERB – including representatives of civil society, citizens, and the business environment – discuss and formulate proposals for changing the law.
### Oana Gheorghiu: „If the state annoys us, let’s take action”
Deputy Prime Minister Oana Gheorghiu, quoted in the statement, states that the platform is a tool for prioritizing real issues in the relationship with the state.
„The ‘Paperless’ platform allows us to collect data on what bothers citizens most frequently and severely in their daily interaction with the administration and prioritize these issues for resolution. We know that dealing with the state can be annoying, but precisely this can motivate people to provide us with the information we need. It is a good civic exercise that if the state annoys us, we should take action to make it better,” said the Deputy Prime Minister.
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### How the platform works
After submitting a complaint, users receive information about the processing stages – validation and publication – as well as updates on the steps taken to resolve the issue at the level of the responsible institution or from the perspective of the applicable legal framework.
The Government specifies that citizens will receive explanations regarding the status of the proceedings – whether it involves consultations, procedural changes, rule elaboration, or legislative initiatives.
### Principles underlying the initiative
The Executive asserts that the platform is built on modern public administration principles:
– „Once Only” – the state should not request the same information multiple times;
– „Digital by Default” – public services should be accessible online;
– Interoperability – automatic data exchange between institutions without paper document requests;
– User-centric – simple and intuitive public services;
– Transparency – clear and verifiable administrative processes;
– Accessibility – services available to all citizens on equal terms.
### Platform developed with STS support
From a technical standpoint, the platform was developed with the support of the Special Telecommunications Service, which ensures its operation and security.
The collected data is public to allow their reuse in developing additional solutions for simplification, digitalization, and administrative modernization.