How will the ‘digital communication room’ work between e-EFKA and pensioners

By Dimitris Katsaganis

Another measure aimed at improving the communication of the insured with e-EFKA will be implemented. The reason for the “digital communication room” of pension funds, for which a relevant ministerial decision was published a few days ago in the Official Gazette. This “room” will function in addition to the digital process of awarding pension benefits of the e-EFKA and aims to systematically inform and communication of the parties involved. In more detail, the relevant ministerial decision provides for the following:

Purpose and scope

The “Digital Communication Room” platform is created and provided through the Unified Digital Portal of the Public Administration (gov.gr ΕΣΤ) which functions in addition to the digital process of awarding pension benefits of the e-Ε.ΕΤ.Κ.Α. and aims at the systematic information and communication of the parties involved.

Platform Access – User Categories

Access to the platform is recognized in the following categories (roles) of users:

-Citizens
-Employee e-E.F.K.A.
-Supervisor
-Administrator of the Application

The “Supervisor” and the “Administrator of the Application” are defined by the Administration of e-EFKA.

The following roles and rights are provided for each of the user categories.

– The incoming user as a “Citizen” has the right to see and perform certain actions only for the applications, which are linked to his VAT number.

– The incoming user as “e-E.F.K.A. Employee.” has the right to see and take action on the applications it handles and the ability to change the status of these applications (eg from “Pending” to “Completed”).

– The incoming user as “Supervisor” has the right to see and perform actions on all registered applications in the system. He has all the rights of the “e-E.F.K.A. Employee” user. and additional features related to changing the request handler.

– The incoming user as “Application Administrator” has the right to perform a set of configuration at the application level, such as e.g. user and rights management. The designated “Application Administrator” does not have access to registered applications.

In order for citizens to enter the application, the authentication of the beneficiaries is required using the personal credential codes of the General Secretariat of Public Administration Information Systems (G.G.P.S.D.D) of the Ministry of Digital Governance (taxisnet). The remaining roles enter the platform using their personal public administration credentials via the e-EFKA staff URL. In the event that a TIN corresponds to applications but at the same time to another role on the platform (e.g. he is also an “e-E.F.K.A. Employee”) then the role with which he finally logs in (login) in the system is determined by the electronic address (URL) to which it has been navigated in order to log in.

When the citizen enters the platform, the electronic mail address (email) is searched in the National Register of Communications (EMEp) through interoperability. The availability of a certified email on the platform is necessary for the citizen to have access to its functionality.

If the citizen’s email is found in the EMEp, then this is used by the platform as a contact email for all notifications received by the citizen and he automatically goes to the request list screen, without any other action being necessary from him.

If the citizen’s email is not found registered in the EMEp, then the citizen navigates to a screen that gives him the following options:

– To register in EMEp through a link that takes him there and then return to the “Digital Communication Room” platform.

– To continue without registering a contact email in EMEp.

The citizen must necessarily choose one of the 2 ways he wishes to continue on the platform in order to access its functionality. If the citizen chooses to register in the EMEp, then, by following the relevant link and then following the instructions of the register, he is registered in the EMEp. If the citizen chooses to continue without registering in EMEp, he must enter the desired contact email in the relevant field that appears on the platform and then select submission.

Once the desired communication email is submitted as described in the previous paragraph, the citizen is sent an automated confirmation email from the platform with the link that will lead to the “Digital Communication Room” platform. The citizen must click on the link in order to confirm his contact email. After confirming the email, it is stored in the platform as a “contact email” for all notifications received by the citizen and he is automatically taken to the application list screen, without any further action on his part being necessary. If the citizen’s certified email is stored on the platform through any of the aforementioned methods, he does not need to follow the previously described email verification process again. Otherwise, after each successful login, he follows the provided procedure until his certified email is saved.

Feedback Platform Request Data

The platform draws the data of citizens’ pension applications, as maintained in the existing e-EFKA systems.

The platform is regularly fed back with data from the data of new pension applications submitted. The continuous updating of the data aims to match the requests with the user (role) codes.

Access capabilities and information by user category (role).

After successful login, all users see the same environment (dashboard). However, the features offered differ, list (menu) of options, per user status role and differ, depending on whether or not applications were found based on the citizen’s VAT number.
All user roles display common information in the general layout of the platform, such as logged in user information, first name, last name, VAT number, user role, the (button)/help menu option and the (button) option to log out the user. The user role does not appear if the platform user is a “Citizen”.

If the user’s role is “Citizen” and there are applications with their VAT number, then they have access to the list of options “List of applications” which leads to the “List of applications” area.

The “Application Administrator” role only has access to the “Configure” menu, which leads to the corresponding application screen. The roles “e-E.F.K.A.Employee”, “Supervisor”, as well as “Citizen” have the possibility to see an area with a list of requests.

The request list area contains all the requests that the user has the right to see based on role rights or TIN (TIN for citizens, role for eEFKA employees and supervisors). The role of “Citizen” can only see the applications that are in his VAT number, the “Employee e.E.F.K.A.” only the applications assigned to him, while the “Supervisor” all applications.

This area of ​​the platform, with the list of applications, has the form of a table (table/grid) where each column contains the basic information of the application and the applicant. This information for the role of “Citizen” is: the unique application number, the date of the application, the applicant’s VAT number, the applicant’s AMKA, the applicant’s AMA and the status of the application.

The table information for the role “e-E.F.K.A. Employee.” are: the unique application number, the date of the application, the applicant’s VAT number, the applicant’s AMKA, the applicant’s AMA, the applicant’s first and last name, as well as the status of the application.

The table information for the “Supervisor” role is: the unique application number, the date of the application, the applicant’s VAT number, the applicant’s AMKA, the applicant’s AMA, the applicant’s first name, the applicant’s last name, the name, surname and VAT number of the operator of the application and the status of the application.

Three specific fields appear in each application: “Application Information”, “Documents” and “Contact”. Please note that roles that have access to applications (everyone other than “Application Administrator”) can see the “Application Information” area. This area contains information about the details of the applicant, the beneficiary, but also details of the application itself. More specifically, these elements are specified as follows:

– Regarding the details of the applicant: Name, surname, VAT number, AMKA, AMA, email and mobile phone number.

– Regarding the details of the beneficiary: Name, surname, VAT number, AMKA and AMA of the beneficiary.

– Regarding the details of the application: Unique application number, date, status, applicant body and product.

The above area “Beneficiary Details” appears only in the event that the “Product” is “Death Transfer” in the application details. The field related to the status of the application can be changed exclusively by the “e-E.F.K.A. Employee” roles. and “Supervisor”.

Functions of the application – Communication tools of the platform

It is possible to attach all the documents and supporting documents of the retirement application to the platform.
The documents are grouped according to who has attached them, i.e. in “citizen documents” and “e-E.F.K.A.” documents. Each document is accompanied by some information about it, more specifically: the name of the file, the type of file and the date and time it was attached.

All user roles that have access to applications can view and download all documents from both (2) of the above document groups. Users can attach one or more documents. There is no limit to the total number of files that can be attached.
All messages and documents exchanged are archived in the “Communication” area of ​​the platform. The option is given to retrieve the documents sent by both sides.

Special settings for the operation of the special application

The special application of this is interoperable through the Interoperability Center of the General Secretariat of Public Administration Information Systems (G.G.P.S.D.D.). The following online services are available in e-EFKA for the special application:

– Citizens’ Contact Register of G.G.P.S.D.D. (data from EMEp).
-Authentication of employees of Public Administration Agencies (oAuth2.0.PA) with Public Administration Codes.
– User authentication in a third party information system using TAXISnet credentials (oAuth 2.0).