UNICEF Collaboration: Implementing Primero IMS for Budapest Municipality

Budapest’s humanitarian response to the Ukrainian refugee influx has accelerated an ambitious digital transformation across its highly decentralized municipal system. In partnership with UNICEF, the Municipality of Budapest implemented Primero Information Management System (Primero IMS) to centralize case management, strengthen data security, and streamline service delivery for refugees and other vulnerable groups.

Despite early hurdles technical integration, role-based security requirements, and organizational complexity the team adopted an agile approach: focused stakeholder engagement, careful customization, targeted training, and interoperable integrations. The result is a scalable, secure, and future-ready solution that can support a broader range of social services across the city.

Context and Challenge

Since February 2022, Hungary has recorded over 5 million border crossings, with approximately 61,500 Ukrainian refugees residing in the country by late 2024. In Budapest, the Humanitarian Cash Transfer (HCT) program initially run with UNICEF and later transitioned fully to the municipality delivered financial assistance during harsh winter periods, with call-center grievance handling, referral pathways, and post-distribution monitoring to ensure accountability.

However, core operational challenges emerged: