From 2020 to the end of 2024, Serbia’s Ministry of Labour, Employment, Veterans and Social Affairs spent at least 1.41 billion dinars (around 12.09 million euros) on software that is not functioning as intended. The software in question, SOZIS, is meant to support employees in social work centers by streamlining user data entry and offering connectivity to the social card system. However, the software’s performance has raised concerns and it continues to hinder social workers’ productivity.
Jelena Mirković, chief trustee of the trade union Nezavisnost Gradski Center for Social Work in Belgrade, highlighted that instead of making the work easier, SOZIS is slowing it down. Despite being extensively funded, the software is causing more problems than it solves.
In 2020, when the Ministry first sought a company to develop the software, the goal was to create a system that would automate tasks and offer better coordination between social work centers and the Ministry. The program was supposed to address multiple issues, including outdated software in over half of the centers and the absence of an integrated data management system.
Despite these intentions, the resulting system failed to meet expectations. It had security flaws, lacked adequate data protection measures, and was not compatible with other state administration software, according to the Ministry’s own documentation. Additionally, some centers still rely on paper records due to the lack of suitable software.
The initial contract to develop SOZIS was worth 577.35 million dinars, and the task was awarded to a group of companies, including Asseco SEE, Open Digital Solutions, Khaoticen, and Iten Engineering. The deadline for the software’s delivery was set at two years, but ongoing issues necessitated several further contracts for updates and maintenance.
In 2023 and 2024, the Ministry initiated multiple public procurements to upgrade and maintain the software. These included efforts to integrate SOZIS with other government systems and ensure compatibility with the social card system. Despite these updates, the software still struggles to perform adequately.
Mirković and other workers in social centers continue to be burdened with an ineffective system, which has yet to deliver on its promises. The high costs of development and maintenance raise further questions about the Ministry’s handling of these public funds. This situation is not unique in Serbia, as other government projects, such as the Zdravitas platform for monitoring children’s health, have also faced criticism for inefficiency despite heavy financial investments.
The ongoing issues with SOZIS reflect broader concerns about the effectiveness and accountability of Serbia’s public spending on technological solutions.
