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:

• The electronic single-window platform eSocial 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social protection services will be further enhanced and expanded, covering more services and replacing or integrating outdated systems for greater efficiency and accessibility;
• Social protection services will be redesigned to be delivered digitally, becoming more accessible and inclusive;
• The 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 through up to two regional One-Stop-Shops, based on energy efficiency and human-centered approaches to ensure integrated, user-friendly and efficient service provision;
• Pilot One-Stop-Shop personnel will be equipped with necessary skills, knowledge, and attitude to provide quality services to beneficiaries.

Accomplishments:

• Institutional frameworks and operational capacities of the Ministry of Labour and Social Protection (MLSP) were strengthened to improve the quality, accessibility, and effectiveness of social protection services through business process re-engineering and digital transformation:

1. 89 social service-related business processes were mapped and redesigned for the eSocial platform in preparation for the design of the Case Management module;
2. PowerBI dashboards were developed and updated to provide real-time data on social service delivery, serving as an intermediary digital solution ahead of the full operationalization of eSocial;
3. MLSP’s capacity to lead and sustain the digital transformation of social protection services was strengthened through targeted capacity building, including Data4Growth training that enhanced data analysis skills of 51 central government public servants; and a secure and efficient digital working environment enabled by essential software, etc;
4. Cloud infrastructure was enhanced with two dedicated servers, to enable real-time data exchange, increase MLSP’s internal capacity, strengthen resilience and support the continued expansion of the eSocial system.

• The core information of the MLSP was modernized to support a unified, interoperable, and resilient automated information system:

1. The Energy Vulnerability Reduction Fund (EVRF) module was maintained and updated ahead of the 2025–2026 heating season, processing 790,000 compensation requests;
2. The Register of Consultations module was expanded with a tablet interface, allowing social workers to document consultations directly during field visits;
3. Case Management module was launched and supported through online trainings, printed user guides, and a dedicated technical helpdesk. Around 72,300 cases have been registered in the module. 2,040 printed user guides were distributed across 34 regional offices to support the effective use of the Case Management module by community social workers;
4. The e-Zilier platform was developed and launched to ensure the electronic registration of seasonal and day labour. The platform replaces paper-based registers, simplifies reporting for employers, enables the electronic recording of each working day and related payments, and supports better protection of workers’ social rights. e-Zilier is integrated into eSocial and contributes to the modernization of MLSP digital services;
5. Development of a new digital module for Ajutor Social Program was initiated.

• The capacity of MLSP-affiliated institutions to sustainably adopt and use digital solutions was strengthened:

1. The State Labour Inspectorate improved performance management and more effective use of existing IT systems through dedicated expert support;
2. Assessment of National Employment Agency’s information systems was conducted, confirming the need for a unified, modular, and interoperable information system;
3. The existing digital system of the National Council for Disability Determination and Work Capacity (SI DDCM) was assessed, and technical recommendations for its further modernization were developed.

• The development of integrated, user-centered and energy-efficient regional social service infrastructure was advanced through preparatory work for pilot One-Stop-Shop centres in Cahul and Ungheni. Technical designs were developed to bring several social service institutions under one roof, integrating green building principles, renewable energy solutions, energy-efficient systems and inclusive accessibility features;
• An accessibility assessment across ten Territorial Social Assistance Agencies confirmed existing physical and procedural barriers and informed the design of future centres, while a regulatory framework review was initiated to support the sustainable operation of the integrated service delivery model;
• “Men in social protection” communication campaign was conducted to spotlight men social workers and promote men’s entry into social protection related professions.