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A People-Centred Digital Solution

How e-Social Transforms Social Protection

Not long ago, applying for social or child protection support in Montenegro could be an exhausting experience. It often meant visiting several institutions, collecting stacks of documents, paying administrative fees, and waiting — sometimes for months. For many families already under pressure, the process itself became another burden.

Today, that experience looks very different.

Thanks to the interoperability of the e-Social information system, many rights can now be requested with nothing more than an ID card and a visit to the Centre for Social Work. The system connects institutions behind the scenes, so citizens no longer have to. 

“Families don’t have to carry piles of documents or go from one office to another anymore, in many cases, an ID card is enough to submit an application.”
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explains Irena, a business analyst at Axians, the software company involved in developing the system

UNDP Montenegro

Less Paper, More Dignity

At the heart of this change is the interoperability module of e-Social, which enables automatic data exchange between Centres for Social Work and key public institutions through 28 web services. These include the Ministry of the Interior, the Real Estate Administration, the Health Insurance Fund, the Tax Administration, and others.

Instead of citizens collecting certificates, data now travels securely and directly between institutions — quickly and officially. 

“The system has made life easier for citizens and spared them endless bureaucracy. We used to rely on postal services for almost everything. Now, many processes are completed in just a few clicks. What once took months is now resolved much faster.”
Woman with blond hair sits on a brown sofa, wearing pink overalls and white shirt, texting.

says Mersida, State Secretary at the Ministry of Social Welfare, Family Care and Demography

UNDP Montenegro

When Technology Makes a Real Difference

One of the clearest examples of this impact can be seen in the process of applying for financial assistance. 

“Previously, a family of four had to submit as many as 32 different documents — and repeat this up to three times a year, that’s 96 documents in total. Today, the process is largely automated.”
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

In the past, gathering all the required paperwork could take up to three months — an enormous challenge for families living in poverty.

“As we used to say, a family could go hungry before managing to collect all the documents needed to exercise their right,” Aleksandra adds.

This shift shows how technology can do more than speed up administration. It helps ensure that support reaches families on time, while respecting their dignity and real-life circumstances.

When Systems Talk, Citizens Don’t Carry Papers

Interoperability also connects different sectors, such as education and social protection.

Marina, Head of the ICT Department at the Ministry of Education, Science and Innovation, explains how this works in practice: 

“Through monthly data exchange, we determine which kindergartens are entitled to reimbursement for meals and childcare for children from socially vulnerable families. Everything is done electronically — without certificates from schools or Centres for Social Work.”
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Marina, Head of the ICT Department at the Ministry of Education, Science and Innovation

UNDP Montenegro

As a result, parents are not charged for kindergarten meals and care, and paper certificates are replaced by automatic data exchange. Invoices are also generated electronically.

“Communication works both ways,” Marina adds. “Both sectors benefit, and citizens save time and money because they no longer need to collect and submit documents.”

Previously, around 20,000 paper certificates were issued each month for approximately 10,000 children. Today, the system handles this automatically. Over ten years, this has meant more than one million paper certificates no longer needed.

Transparency That Builds Trust

Beyond efficiency, interoperability also brings transparency. 

“As a lawyer, I can verify data on the same day across all institutions we exchange data with. Everything is transparent, and the chance of error is minimal.”
Woman in a white blouse stands beside a green chair against a gray concrete wall.

says Duška, a legal officer at the Centre for Social Work for Nikšić, Plužine and Šavnik

UNDP Montenegro

By ensuring accuracy, transparency and timely access to rights, the e-Social information system strengthens trust in public institutions — and helps ensure that social and child protection support reaches those it is meant to help.