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social protection services will be further enhanced and expanded, covering more services and replacing or integrating outdated systems for greater efficiency and accessibility;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. 48 social service-related business processes were mapped and redesigned for the eSocial platform in preparation for the launch 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 staff now operate in a secure and efficient digital working environment, enabled by the provision of essential software licenses (Microsoft, Canva, CapCut, AnyDesk);
4. 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.

• 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;
2. The Register of Consultations module was launched, enabling real-time monitoring of requests addressed to community social workers, with over 700,000 consultations registered in 2025;
3. The Case Management module was launched and supported through online trainings, printed user guides, and a dedicated technical helpdesk, resulting in over 20,000 cases digitalized since October 2025;
4. A dedicated cloud infrastructure server was procured to enable real-time data exchange and strengthen the resilience of the eSocial system.

• 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 regional social service infrastructure was initiated.