What should we do when electronic services do not work?

The Public Administrations (PA) use a multitude of electronic administration services to comply with the obligation to process administrative procedures by entirely electronic means (without prejudice to the right of interested persons to choose the channel of relationship with the AP ).

The electronic operation of all APs requires taking into account the new dynamics that can occur in the processing of the different procedures.

Indeed, in this highly digitized environment, it is common for incidents to occur, which may have an internal origin (coming from the AP services) or external (in the private context of the person concerned); it is even possible for an interested person to detect an incident before the Administration because they cannot complete an action (for example, submit an appeal).

As a consequence of the above, the detection and assessment of the extent of an incident can become a very complex task and its treatment involves taking multiple variables into account.

In order to facilitate the detection of incidents and, above all, the response time, it is recommended:

1. Prepare a "map" of the PA's electronic administration services and the relationships and/or integrations that exist between them.
2. Establish internal protocols with response and action mechanisms in the face of incidents. These protocols must be comprehensive because they must foresee aspects of the type: how to register, if it is necessary to inform on social networks, what to do in case someone comes to carry out a registration, creation of crisis committees, additional security measures, etc.
3. Facilitate instructions for action and response to the staff of the OACs and citizen attention services.
4. In the case of users of the AOC services, subscribe to the Status of services communication channel, which also reports on scheduled interventions.