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eGovernment

Malta has been registering significant progress within the eGovernment sphere since 2009, giving the country a leading position in the European Commission’s Benchmarking report on eGovernment.  Exigy has been instrumental in the successful design and implementation of a number of local and international eGovernment projects.

The eGovernment solution represents a secure framework whereby citizens, organisations and public service institutions can safely interact, making ICT the primary information vehicle for Governments to communicate directly with the public at large. eServices provide the shift from traditional office procedures to a 24x7 virtualised office that makes all of the Government’s online services conveniently available to the public at large.

eGovernment addresses the fundamentals of personalisation, fast delivery and Government service availability anywhere, anytime, in order to bridge the digital divide and bring Governments closer to citizens like never before.

 

Centralised, Public-Facing Portal

A multi-lingual portal that contains multimedia content of various types, and is enriched with visual appearance that complies with W3C features. Multiple government sites are run on a single platform, with administrative independence delegated to each entity, but still portraying a single unified brand through common branding principles across the main Government portal and public sector sites.

 
Centralised Public Services Portal

 

Responsive Design
 

Responsive Design

The portal features an optimised viewing experience across different mobile platforms allowing the portal to be visible to citizens anywhere, anytime in its optimum shape.

 

Access for the Less Abled

Compliant with WCAG accessibility standards, the portal promotes content availability to people suffering from blindness, hearing loss, learning disabilities, cognitive limitations, limited movement and photosensitivity.

 
Access for the Less Abled

 

Citizen Profiling
 

Citizen Profiling

Public users, who are registered on the Citizen Services Portal, can be profiled into particular groups (such as citizens or suppliers) and are given access rights to group-restricted content, thus enabling targeted content to reach solely its intended audience.

 

Content Editing and Approval

The portal features role-based permissions that provide a controlled mechanism for content published across all sites. Content writers can easily set SEO properties, such as page titles and meta-data descriptions, for a managed site navigation. Content may be subject to review by the content approver who validates or rejects changes before publishing.

 
Content Editing and Approval

 

Content Search
 

Content Tagging and Search

Content on the portal can be tagged with relevant taxonomies for fast content crawling across the different governmental sites. Users can easily find content by means of pervasive search crawling across all the different governmental sites. Published articles can be set with an expiry date, beyond which date articles are filtered out of public view and made visible only to authorised personnel.

 

 

eDemocracy

Governments may opt for online community sites that provide a blogging experience for discussing matters of common interest. Online community sites bring together content contributors and users seeking knowledge on specific subjects.

 
eDemocracy

 

Content Moderation
 

Content Moderation

Any content contributed or comments left by the public user on the company’s blog or forum are subject to approval by the site content moderator.

 

Social Media and Notifications

With strong micro blogging components, the solution enables portal links to be shared by means of status updates and activity feeds on 150 social media sites. Portal visitors can subscribe to receive email or SMS alerts for any content changes, updates or additions on particular topics. Registered public users subscribed to an RSS feed are notified whenever a particular article or related articles change or new, related articles are added.

 
Social Media

 

Authentication
 

Authentication

Providing a single sign-on capability for multiple profiles, the portal enables the citizens to authenticate themselves once – through their eID, Smart Card or Digital Certificate – to make use of all available eServices.

Citizen Identity Registration
 

Citizen Identity Registration and Verification

The registration process requires the citizen to authenticate at a local office to provide the respective biometric information and biographic data together with the citizen’s supporting information. Registration is subject to an approval process to verify the identity of the citizen and submit collective information within the National Identity database.

 

Biometric Information

The biometric information of the citizen (fingerprint, photos, signature) is captured in a highly secure architecture in accordance with EU standards and regulations.

 
Biometric Information

 

eCitizen Profile
 

eCitizen Profile

One central profile for the citizens is kept across all government departments, serving as a centralised citizen information platform with one’s personal information, life events and records.

 

 

Citizen eID Credentials

The eID account requires activation before the citizen can make use of the eGovernment electronic services.  Once activated, citizens can request their digital certificate, which can be then downloaded from the portal once approved.

 
Citizen eID Credentials

 

Citizen Oriented eServices
 

Citizen-Oriented eServices

Upon subscribing to their preferred eServices from the Citizen Services Portal, citizens will be able to communicate with the respective government entity providing that service. Such eServices may include online submission of personal tax returns, application for social benefits or grants, renewal of driving licence and access to own medical records.

 

Delegation

Citizens are empowered to assign delegation rights to trusted individuals (Citizen-to-Citizen) or organisations (Citizen-to-Organisation) to act on their behalf. For instance, a citizen delegates the right to an audit organisation to fill in and submit the tax return on his/her behalf.

 
Delegation

Business Identity Registration and Verification

A director who has a legal authority to register the business, can register the company online utilising one’s eID credentials. Once verified and approved, the citizen is registered as an organisation manager and is given the rights as a managing role to the registered company.

 
Business Identity Registration

 

Business Employee Management
 

Business Employee Management

The organisation manager has the right to associate eCitizens, who are employees of a respective organisation, to that organisation and assign specific eServices to the respective employees.

 

Business Profile

All company-related information – such as the organisation’s legal name and official logo, date of registration and registration number, organisation type and shareholding information – is stored in one central profile within the eID organisation profile.

 
Business Profile

 

Business Oriented eServices
 

Business-Oriented eServices

The organisation manager, who is the legal representative of the company, needs to subscribe to eServices to be able to transact on behalf of the company. Such eServices may include VAT payments, corporate eTax services, public procurement, and employment services.

 

Delegation

Authorised individuals within an organisation can delegate an eService function to a person (Organisation-to-Citizen) or to another organisation (Organisation-to-Organisation). For instance, the accountant of a company delegates the right to an audit organisation to fill in and submit the company’s tax return on its behalf.

 
Delegation
eServices Register
 

eServices Register

Government entities create and publish their own, or plug-in third-party eServices that are categorised and allocated a subscription type.  eServices are delegated or assigned to employees by the organisation manager.

 

Agents

The Agent Office, normally represented by a public sector entity, is assigned the role of a Trusted Agent to access eServices on behalf of a citizen or an organisation that does not have an eID account. The Agent Office has a one-time role, since the citizen would not be assigning delegation rights to the Agent Office to conduct further transactions on the citizen’s behalf.

 
Agents

 

eService Request Processing
 

eService Request Processing

Citizens can fill in online forms, sign documents electronically, submit, track and view history of submitted requests. The status of the eService processing from back-office is made available to the citizen to follow the progress of his/her eService request. Back-office workflows across public entities make transactions between the citizen and the eServices possible, enabling citizens to follow a sequential workflow when filling out forms.

 

eService History

The eService history will log all the submissions, status types, record the data during the lifetime of the person and record life events such as marriage or death.  Government Officers can search for specific citizen profiles and assess what eServices has been recently used and what organisations he/she represents or is associated with.

 
eServices History

 

Payment Gateway Integration
 

Payment Gateway Integration

The portal provides full integration with third-party payment gateways or notification gateways as well as full integration with other back-end systems of the different government entities providing eServices.

Central Communication

Citizens and businesses have a central portal where to submit their comments and issues.  All communication is channelled to the respective government departments or a central help desk, hence eliminating queues at front office.

 
Central Communication

 

Web-Based Processes
 

Intuitive, Web-Based Processes

Internal processes are streamlined through process automation, allowing agencies to transform repetitive tasks into powerful, automated business workflows, making it easy to modify application forms, data fields and relationships.

 

Requests Handling

Delivering consistent improvements through out the communication process, the solution enables a holistic view of citizen and business requests, how they are being tackled, solved and feedback received from the each respective citizen or business.

 
Request Handling

 

Case Routing
 

Case Routing

Citizen and business cases can be automatically routed to the respective department for them to handle. SLAs can be defined and departments can be alerted on cases that have been pending too long.

 

 

Business Intelligence

Reports allow the authorities to understand the policies and initiatives needing attention, public trends and utilisation of services required, enabling better planning of assistance interventions.

 
Business Intelligence

Achievements

  • Microsoft Gold Partner
  • ISO 9001 Certified
  • AI 2013 Finance Award Winner
  • Microsoft Malta Partner of the Year

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