In Armenia, the justice system is undergoing a significant transformation as it moves from paper-based processes to digital services. With over 19,000 cases handled each month by courts, notaries, and registry offices across the country, this modernization aims to improve efficiency for a population of about 3 million.
Citizens and businesses now benefit from digital forms and online case tracking, reducing wait times and eliminating the need for multiple visits to court offices. This shift is part of broader efforts in Armenia’s public sector to enhance transparency and accessibility through technology.
Deputy Minister of Justice Oksanna Abrahamyan has played a key role in this transition. Under her leadership and with support from the World Bank, the Ministry of Justice is expanding digital operations beyond civil registries to include archives, notaries, and penitentiaries. Abrahamyan emphasized that while these changes have improved services for Armenians, convincing officials to adopt digital records required substantial effort.
Other government agencies are also adopting new technologies. The State Revenue Committee has begun using artificial intelligence (AI) in tax administration to detect fraud and anomalies in filings. The Ministry of Interior Affairs is developing a digital platform for citizens to manage citizenship-related matters.
The World Bank’s Fourth Public Sector Modernization project began in Armenia in 2022. It has received additional funding from the Governance & Institutions Umbrella Program (G&I), which provides technical assistance and policy guidance for digitizing public administration at both central and local levels. A G&I-funded report recommended legal reforms to improve the e-Notary system, allowing citizens and businesses 24/7 access to notary services electronically.
According to testimonials like that of Narek Tovmasyan referenced in project materials, these reforms not only streamline service delivery but also make it easier to start and operate businesses—contributing to job creation across Armenia.
The collaboration between the Government of Armenia and the World Bank continues with projects focused on increasing public service efficiency, expanding information access, encouraging innovation, and simplifying administrative tasks. Service portals and mobile platforms are seen as important tools for building trust in institutions, attracting investment, generating employment opportunities, promoting transparency, strengthening civic engagement, and ensuring that marginalized groups can access essential services.