Case Studies

Social Assistance Automated Information System

The Ministry of Labor, Social Protection, and Family of the Republic of Moldova (MMPSF) is a central public administration body with the task to develop, promote and ensure the implementation of Government policies in the areas of labor, family and social protection, essential for the social and economic welfare of all citizens of the Republic of Moldova.

The initial state

The implementation by the MMPSF of policies and reforms in the field of social protection implies the cooperation of public authorities at different levels from all over the country.

Since this process required optimization and it was necessary to implement information technologies in order to reduce the response time and the volume of documents circulating between institutions, it was decided to create an information system that would unify and automate processes, such as data exchange, and would keep a record of the final beneficiaries.

In 2011, the implementation of SAAIS was started with the goal to increase the efficiency of the social assistance system by providing both a continuous training tool and informational support to ministries, other central administrative authorities, local public administration authorities, and to social workers.

Since the public social security system is an integral part of the social protection system, the main objective of which is to provide financial assistance to insured persons unable to obtain wage income (as a result of temporary or permanent incapacity for work, maternity, old age, unemployment, etc.), SAAIS allowed the automation of social benefit calculation procedures, including by verifying the information about the applicant, by communicating with CNAS or ANOFM, as well as by creating payment lists, thus reducing the risk of human error or fraud.


In order to implement the SAAIS, it was essential to automate business processes in the social protection and social inspection areas, as well as in other sub-units subordinated to MMPSF. By automating business processes and exchanging data through web services with other authorities, such as CNAS or ANOFM, the time spent reviewing the applications from social protection policy recipients and responding to their requests was substantially reduced.

The Social Aid module allows keeping a record of social aid beneficiaries, of decision-making processes related to social aid granting, as well as monitoring the circulation of the financial means used for these purposes.

Also, the data in the social aid application submitted by the potential beneficiary are verified. The automatization of the algorithms to determine Proxy indicators and applicant’s and/or his/her family members income guarantees decisional transparency.

The Social Services module is designed to automate the traditionally existing work-flows and is intended for keeping a strict record of all cases of social service provision and verifying the accuracy of data generated in specific reports.

The CNDDCM (National Council for Determining Disability and Work Capacity) module includes the implementation of the flow of examining the applications for disability degree, as well as the flow of contesting the decisions, re-examining and submitting the examination petition to the Litigation Committee.

The Social Inspection module is intended for monitoring and streamlining the procedure of inspecting social assistance-related activities, social services and social aid granting during the cold season, for keeping a record of monitored cases, as well as for ensuring the accuracy of data included in the reports generated using the system. Moreover, integration with the information systems of other public institutions ensures the transparency of the inspected activities.

Due to the e-learning feature, system users can be trained through online courses and their activity can be tested via interactive assessments.

The Call Center module allows the registration and monitoring of social assistance requests received from system users, including the registration of assistance requests with no involvement of a social worker.

Due to secure access via digital certificates or passwords, the protection of personal data is guaranteed and unauthorized access into the system is prevented.


  • Personal data security
  • Transparency of decision-making processes
  • Rapid and effective implementation of legislation changes in social assistance
  • Increased efficiency of communication procedures between the institutions subordinated to MMPSF
  • Recording the beneficiaries of the social assistance system
  • Monitoring the implementation of social assistance policies
  • Decreased human factor participation in decision-making processes
  • Increased quality of informational support in the activity of social assistance bodies.