Project Summary:

The Digital Transformation of Social Protection Project aims to optimize the fragmented digital infrastructure of the social protection system. UNDP has committed its support to the Ministry in constructing a new, integrated digital system – eSocial – Moldova’s central digital infrastructure for managing social service programs. It is designed to consolidate multiple fragmented systems and processes under a common digital umbrella. Additionally, the establishment of the Digital Center for Social Innovation (DCSI) within the Ministry of Labour and Social Protection (MLSP) in 2024, is working to ensure self-sufficiency in software development and adaptation of automated systems to future demands.

The MLSP is currently implementing several major reforms, namely that of social services (RESTART); that of the National Employment Agency (NEA); that of the State Labour Inspectorate; and that of the National Council for Determination of Disability and Work Capacity. Through the Digital Transformation of Social Protection Project, UNDP is supporting the digital aspects of all the reforms listed above, conferring transparency and efficiency to the comprehensive reform effort. This transformation will enable the Ministry to connect social benefits, services, employment programs, and energy subsidies into a coherent support framework. In line with the digital linking of these services, the project will also support the redesign of up to two regional social offices, to provide a physical one-stop-shop to citizens in addition to the digital one.

Objectives:

• Design and pilot a unified user-centric interface of the MLSP for the online delivery of social protection services;
• Enhance the eSocial Single Window platform to further simplify access to social protection services and provide support to users to navigate the digital tools effectively, ensuring inclusion, particularly for vulnerable groups;
• Strengthen institutional capacity of MLSP;
• Assist the design and creation of pilot energy efficient regional centers for social service provision;
• Enhance the skills and capacities of the regional centres for social service provision’s personnel.

Expected results:

• Social protection services will be redesigned to be delivered digitally, becoming more accessible and inclusive;
• The electronic single-window platform for all social protection services will be further enhanced and expanded, covering more services and replacing or integrating outdated systems for greater efficiency and accessibility;
• The local delivery of social protection services will be enhanced via support to the Ministry’s territorial centre;
• The vision and institutional capacity of the Ministry to digitally transform its services and use data for service design and policies will be enhanced;
• Regional level delivery of social services will be re-engineered based on energy efficiency and human-centered approaches to ensure integrated, user-friendly and efficient service provision;
• Up to two regional One-Stop-Shop Offices will be redesigned and equipped in line with energy efficiency and human-centric principles;
• Pilot one-stop-shop personnel will be equipped with necessary skills, knowledge, and attitude to provide quality services to beneficiaries.