Man with back to camera presents to a small audience in a classroom; large screen shows chat app.

Keeping Data Safe

How e-Social Protects Citizens’ Information

As digital solutions become central to the way public administration works, data security has become a core value. The Social Welfare Information System, known as e-Social, was designed from the outset to ensure the reliability, confidentiality and protection of citizens’ data.

Behind every benefit payment and every social service delivered through the system lies a strong focus on information security — one that supports trust, continuity and long-term development.

Continuous Investment in Infrastructure

A reliable system depends on stable ICT infrastructure. The e-Social digitalisation project includes the procurement and maintenance of servers, networks and hardware for 35 remote locations — Centres for Social Work and residential care institutions across Montenegro — as well as a central location in Podgorica, within the State Data Centre. 

“Hardware is regularly procured and maintained at all locations. Even with the best software, Centres simply cannot function if the equipment isn’t there. That’s why procurement is centralised, but designed to work very effectively in practice.”
Person with long hair wearing a white blazer over a light blue top sits against a gray concrete wall.

explains Aleksandra, a Project Manager at UNDP

UNDP Montenegro

The equipment includes computers, printers, scanners and other essential devices installed in Centres for Social Work and social and child protection institutions, adds Dževad, Director of the Directorate for IT and Analytical and Statistical Affairs at the Ministry of Social Welfare, Family Care and Demography. 

Alongside this, work is under way to introduce the international ISO 27001 standard — an information security management system that defines legal, physical and technical controls, as well as clear procedures for data protection.

Investments That Proved Their Value

In 2022, Montenegro faced a serious cyberattack on the state digital infrastructure. Despite this, the e-Social system remained fully functional and unaffected.

“Our system was one of the few that came through the attack without any consequences,” Aleksandra recalls. 

“Our system was one of the few that came through the attack without any consequences,”
Aleksandra recalls.
“We suspended operations preventively for a week or two, until the situation was fully understood. Everything we did was aimed at protection and security.”
Person wearing a blue cardigan stands against a gray concrete wall.

explains Vesna, Head of the IT Directorate at the Ministry

UNDP Montenegro

This moment served as a real-world stress test. The system’s resilience demonstrated that continuous investment in information security had paid off.

Secure Access: From Point A to Point B Only

System protection goes beyond servers and networks — it also includes strict control over access and use.

Access to information is technically restricted and closely monitored. Workstations in Centres for Social Work connect to the system via a VPN — an encrypted tunnel that links only one authorised point to another. 

“This means the system cannot be accessed from just anywhere. Only authorised institutions can connect.”
Person in a white polo shirt sits against a gray concrete wall, hands clasped.

explains Dževad, Director of the Directorate for IT and Analytical and Statistical Affairs at the Ministry of Social Welfare, Family Care and Demography

UNDP Montenegro
“The system is designed so it cannot be used outside institutions. There is no option to work from home or from any other location.”
Person with short dark hair in a black polo shirt sits against a gray concrete wall.

adds Petar, Director of the Centre for Social Work for the municipalities of Berane, Andrijevica and Petnjica.

UNDP Montenegro

Data Access Only for Authorised Professionals

Protecting personal data is a cornerstone of any modern information system. e-Social collects only the data necessary to exercise rights, strictly in line with the law and with the approval of the Agency for Personal Data Protection and Free Access to Information.

“Each employee can access only the data related to the users they work with,” says Dževad. “This ensures that information is visible only to authorised individuals.” 

“It took me some time to fully understand all the system’s possibilities. We all have different roles and permissions — what I can see under my account isn’t visible to others.”
Woman in a white blouse stands beside a green chair against a gray concrete wall.

adds Dušanka, a legal officer at the Centre for Social Work for Nikšić, Plužine and Šavnik

UNDP Montenegro

She emphasises that the system operates fully in line with legislation.

“All data in the system comes from requests defined by laws and by-laws. Everything that is recorded is prescribed by regulations.”

Security as a Matter of Trust

Information security is not just a technical issue — it is a matter of trust.

Thanks to well-defined standards, centralised infrastructure and continuous investment in security measures, citizens’ data remains protected. Without a stable and secure system, full and consistent implementation of social protection legislation would not be possible in practice, Aleksandra concludes.

In that sense, security is not only a safeguard — it is the foundation that allows digital solutions to truly serve people.