E-social card: Social Welfare Information System (SWIS)


E-Social Card is the backbone of the national social protection system reform. The project supported development of new legislative framework, institutional/organisational and human capacities, along with ICT infrastructure and SWIS itself that ensured the implementation.

E-Social Card is a sophisticated Information System for all social protection work processes:

  • Social cash transfers: 14 types of social cash transfers + 11 types of transfers for categories of war veterans. The System is responsible for over 84,000 transactions/payments monthly and 100 million euro annually – cash transfers: applications processing, eligibility determination, approval, calculation, payments, audit and monitoring.
  • Social welfare center becomes a ‘one-stop shop’ where eligibility for means-tested transfers can be determined on the same day when the application is submitted.
  • Case Management - Social services (guardianship, fostering, placement in institutions, domestic violence, counseling, parental rights supervision, etc.).
  • Information System (including e-health module) for social welfare residential institutions (homes for the elderly, home for children without parental care, etc.).
  • The System’s Business Intelligence module (reporting, analysis and statistics) generates a valuable evidence database for M&E and policy decision making.


The ultimate objective of this capital project is structural reform of the social protection system for the benefit of the poor and vulnerable. The project has achieved:

  • Improved social public expenditure through better social cash transfers targeting (minimizing inclusion and exclusion errors). It provides in-depth insight in the individual and family files and eliminates non-eligible applicants – in turn providing fiscal space for those genuinely in need but not covered with the social security schemes.
  • Improved access to cash transfers (one stop-shop) and quality social service – through introduction of the case management.
  • Improved, modernized public administration and reduction of administrative costs.
  • Social protection data. 
  • Social welfare system credibility.


A huge scope of the project activities could be summed up, as follows:

  1. Legislative framework and institutional reform – supported development of the new Social Protection Law and key by-laws. Introduction of standards, re-organization and expanded network of social centers, new staff settings and ToRs and most importantly re-engineering the current work processes at social welfare centers.
  2. Continuous capacity building: There were over 100 workshops only for design and testing of SWIS functionalities with Task-force teams (end-users). Aside of the initial SWIS trainings, there were over 45 tailor-made trainings/presentations. All the staff passed official ECDL or computer literacy trainings but also a set of social welfare trainings. Expert Manuals for professional staff licensing process were developed, etc.. Provision of full ICT infrastructure - networks at central and remote locations (34), along with equipping all the locations with hardware, servers, networks with long-term maintenance contracts for software and hardware.
  3. Further development of SWIS functionalities and its constant upgrading and maintenance.


  • Implemented structural social welfare sector reform - for poor and vulnerable better targeting and access to the social cash transfers and services.
  • Capacities are significantly boosted, while social welfare centers' modus operandi is fully unified across the country and expert staff is relieved form the administrative work. On the other hand, the poor and vulnerable beneficiaries’ no longer experience difficulties and expenses related to collection of paperwork. For example a four-member family for the application for means-tested transfer needed to submit 36 papers from other institutions and to re-submit it every six months. This is no longer the case.
  • The IS generates various E-registers and BI (Business intelligence) module – for reporting and evidence-based policy making but it also serves for monitoring and improving the quality of work and staff performance.
  • In experts’ opinion, E-Social Card is a sample project in terms of functionalities integration. It is also the best practice model on how to implement a substantial structural sector reform and an excellent example of citizen-oriented service delivery, but also a mighty tool for public expenditures monitoring and savings. 

Project updates from our partners: 

Ministry of Labour and Social Welfare

Social Welfare Centres

IT solution and maintenance by S&T



Project start date:

August 2017

Estimated end date:

December 2021

Focus area:

  • eradicate poverty in all its forms and dimensions
  • Project office:

    UNDP in Montenegro

    Implementing partner:

    United Nations Development Programme

    Full project information  

    Funding Support by

    Donor name

  • United Nations Development Pro
  • Goverment Of Montenegro
  • Amount contributed


    Delivery in previous fiscal year

    2019 $271,423

    2018 $437,673

    2017 $31,455

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