Digital Social Protection Platform Architecture – Cambodia
Cambodia · 2025
Case study · Inclusive and interoperable digital services
Interoperable Refugee Services
How Romania brought social protection, education and employment for Ukrainian refugees onto a single multilingual platform — a World Bank–financed programme, and a model the EU has since cited.
Play the videoVideo · 1:22
- Client
- World Bank / Chancellery of the Prime Minister of Romania
- Country
- Romania
- Year
- 2023
- Practice
- Service integration · Citizen e-services
- Service domains, one journey
- 3
- Account, reused across agencies
- 1
- Languages · UA RO EN, AI translation
- 3
- Cited as a crisis response reference
- EU
Sec. 01
The problem
Hundreds of thousands of people arriving from Ukraine met a service landscape built for someone else. Cash benefits, school enrolment and job placement sat with different institutions, each with its own process, forms and IT system — none designed for multilingual use or joined-up case management.
Forms were in Romanian only and institutions improvised with volunteer translators. Generous policies existed; the people they were written for could not reach them.
Sec. 02
How we solved it
We started with the processes, not the software. Journeys in all three domains were mapped with front-line staff and rebuilt around one rule: identity and basic data are captured once, then reused securely across every institution.
- 01
Map
Three domains walked end to end with the institutions that run them.
- 02
Redesign
The journey rebuilt from the refugee’s side; duplication and dead steps cut.
- 03
Register once
Identity and basic data captured a single time, then reused securely.
- 04
One gateway
Benefits, school places and jobs reached from one account, any device.
- 05
Case closed
Routed to the right institution, tracked to delivery.
Running beneath every step
AI translation layer
Forms, notifications and messages rendered in UA, RO or EN — no interpreter in the middle.
Cross-agency case rails
One case file across institutions; NGOs and front-line staff can act on a person’s behalf.
Sec. 03
The result
Outcome 01
One entry point, in service
Three service areas reachable from a single multilingual account.
Outcome 02
Translation as infrastructure
Language handled by the platform, not by improvised interpreters.
Outcome 03
Recognised at EU level
An inclusive response that strengthened national systems, not bypassed them.
Sec. 04
The impact: a sustainable solution to an ongoing crisis
Fig. 01
Lower administrative burden
Fig. 02
Faster route to entitlements
Fig. 03
Institutions working as one
Sec. 05
Let’s apply this pattern in your country
The crisis exposed the fragmentation; it did not create it. Any life event crossing several agencies meets the same wall. The gateway pattern holds; only the services behind it change.
Citizen · Refugee · NGO caseworker
One account + AI translation layer
- Benefits
- Schools
- Employment
- 01
Displacement & migration
Standing capacity, ready before the next arrival wave.
- 02
Social protection at large
One case file per household, not per agency.
- 03
Multilingual public services
Minority and diaspora languages served by default.
Let’s talk.
If your institutions are serving people across agency and language boundaries, we have built this end to end — process redesign, platform and rollout under crisis conditions.