How will the Digital Communication Room work – What is defined by KYA

The details of the new platform “Digital Communication Room”which functions in addition to the digital process of awarding pension benefits of the e-EFKA and aims to systematically inform and communicate with the parties involved, defines Joint Ministerial Decision (KYA) of the Ministries of Labor and Social Affairs and Digital Governance.

According to the Ministry of Labor, the “Digital Communication Room” changes the daily life of both employees and insured persons who are waiting to receive the pension their. It is a simple-to-use digital e-mail base for exchanging information, answering questions and submitting any missing documents, leading to time savings, better service and faster pensions.

In particular, based on the MLA, the following are foreseen:

It is created and provided, through the Unified Digital Portal of the Public Administration (gov.gr – ΕΣΤ), in accordance with article 22 of Law 4727/2020 and the rules defined in the ministerial decision “Rules for the provision of digital public services” (B ‘ 5231/2021), the “Digital Communication Room” platform, which functions in addition to the digital process of awarding pension benefits of the e-EFKA and aims to systematically inform and communicate with the parties involved.

Access to the platform – User categories (roles)

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

a) citizens

b) e-EFKA employee

c) supervisor

d) administrator of the application

2. The “supervisor” and the “administrator of the application” are defined by the administration of e-EFKA.

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

a) The incoming user as a “citizen” has the right to see and perform specific actions only for the applications that are linked to his VAT number.

b) The incoming user as an “e-EFKA employee” has the right to see and perform actions on the applications he is handling and the ability to change the status of these applications (e.g. from “pending” to “completed”).

c) The incoming user as “supervisor” has the right to see and perform actions on all the applications registered in the system. It has all the rights of the “e-EFKA employee” user and additional features regarding the change of the operator of the application.

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

4. Citizens are required to enter the application the authentication of the beneficiaries 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), in accordance with the provisions of article 24 of the 4727/2020. 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-EFKA employee”), then the role with which he finally logs in to the system is determined by the electronic address (URL) to which he has navigated, in order to log in.

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

6. If a citizen’s e-mail is found in EMEpthen this is used by the platform as the communication e-mail for all notifications received by the citizen and he automatically goes to the application list screen, without any other action being necessary from him.

7. If the citizen’s e-mail is not found registered in the EMEpthen the citizen navigates to a screen that gives him the following options:

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

B. to continue, without registering a contact e-mail in EMEp.

The citizen must necessarily choose one of the two 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 e-mail in the relevant field that appears on the platform and then select submission.

8. As long as the desired contact e-mail is submitted, the citizen is sent an automated confirmation e-mail 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 e-mail. After confirming the e-mail, it is stored in the platform as a “contact e-mail” for all notifications received by the citizen and he is automatically transferred to the application list screen, without any further action on his part being necessary. If, through any of the aforementioned ways, the citizen’s certified e-mail is stored on the platform, he does not need to follow the previously described e-mail verification process again. Otherwise, after each successful login, he follows the procedure of paragraphs 4-6, until his certified e-mail is saved.

Application data platform feedback

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

2. The platform is regularly updated 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).

1. After successful login, all users see the same environment (dashboard). However, the features offered differ, list (menu) of options per user role-property and differ, depending on whether applications were found or not, based on the citizen’s VAT number.

2. 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 help (button)/menu option and the user logout option (button). The user role does not appear if the platform user is a “citizen”.

3. If the user’s role is “citizen” and there are applications with his VAT number, then he has access to the list (menu) of options “list of applications” which leads to the “list of applications” area.

The “application administrator” role only has access to the “configuration” menu, which leads to the corresponding application screen. The roles “e-EFKA employee”, “supervisor”, as well as “citizen”, have the possibility to see an area with a list of applications.

4. The request list area contains all the requests that, based on role rights or TIN, the user has the right to see (TIN for citizens, role for e-EFKA employees and supervisors). The “citizen” role can only see the applications that are in his VAT number, the “e-EFKA employee” only the applications assigned to him, while the “supervisor” all the applications.

5. 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-EFKA employee” 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 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 first , last name and VAT number of the operator of the application and the status of the application.

6. Three specific fields appear in each application: “application information”, “documents” and “contact”. Please note that roles that have access to applications (everyone except “application admin”) 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.

These elements are specified as follows:

• Regarding the details of the applicant: Name, surname, VAT number, AMKA, AMA, e-mail 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 “beneficiary details” area only appears if the “product” in the application details is “death transfer”. The field related to the status of the application can be changed exclusively by the “e-EFKA employee” and “supervisor” roles.

Functions of the application – Communication tools of the platform

1. It is possible to attach all the documents and supporting documents of the retirement application to the platform.

2. The documents are grouped according to who has attached them, i.e. “citizen documents” and “e-EFKA documents”. Each document comes with some information about it and, more specifically, the file name, the file type, and the date and time it was attached.

All user roles that have access to applications can view and download all documents from both 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.

3. 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:

1. Citizens’ Contact Register of G.G.P.S.D.D. (data from EMEp).

2. Authentication of Employees of Public Administration Bodies (oAuth2.0.PA) with Public Administration Codes.

3. User authentication in a third party information system using TAXISnet credentials (oAuth 2.0).

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