e-Government?

My impression has always been that e-whatever is really about efficiency, availability and convenience. The government's policy of making services available online is laudable; however, the execution is somewhat flawed.

It is hardly believable when, after 10 years of national Internet availability, some people still claim "ma naf xejn fuq il-Website". Let me explain:

I recently decided to apply for an EHIC (European Health Insurance Card). Consulting the Ministry for Health's "eHealth Portal", I determined that the simplest way to apply would be to do so online.

This process requires that I first obtain an e-ID, which is fine, as that can also be used for other government-related services. So I took a trip to the local council, where the forms were filled in, the photo taken, the papers signed, and I was informed that in a few days I would receive the activation number by mail.

Sure enough, in a few days I had the papers in hand and sat down in front of my PC to get the process going. Which is where the hiccups started. Bringing up the main government page (http://www.gov.mt) was easy enough; finding where to type in my ID and password was anything but... it took me half an hour to figure out that "Dhul fis-servizzi elettronici tieghek" translates to "Log into my e-Services". Of course, only after I chose to check the English version.

Who in his right mind would obscure something as important as a login interface with a graphic? Why aren't the text boxes for typing in the e-ID and password, as well as the "Login" button permanently visible?

This, together with a few other quirks (like insisting that anything linked through the gov.mt site should retain their header) begs a nomination for the worst Website design of the year.

So, after some pain, I managed to log in and activate my account. This done, I went back to the eHealth Portal, where a link declared that I "can apply online for this card by clicking here." (For reference, this is on the page: http://ehealth.gov.mt/article.asp?art=93).

However, while my e-ID and password were accepted by the following login prompt, the site boldly declared that my e-ID role did not authorise me to proceed. The page that linked me in declared that "Should you have any problems with your e-ID you can contact a helpline on telephone number 2331-8888."

Fair enough; I tried that, where the helpful folks at Accerta (there was no note on the eHealth portal that this was actually a number for another company!) clarified that they're only responsible for the identity account itself, and mine was working fine. Clearly I already knew that, otherwise how could I log in?

They also informed me that in order to apply for the EHIC, I would need to add the "eHealth Service" directly from my account settings on the www.gov.mt page, and access the health service through there. Apparently, the addition of the service to my account needed some human intervention, so it would take a couple of days.

I cannot understand why I should add a "service" just to be able to apply for something (if anything, what I apply for is the service); further, what human intervention could ever be needed for adding the service? (My account is valid, as proved by the login process, and the service doesn't grant me any special privileges that shouldn't be available to all e-ID account holders.)

Anyway, I can put that up to a contorted identity architecture. Point is, this step is not mentioned anywhere on the eHealth Portal; if it is, it's really well hidden.

On August 2 I received an e-mail declaring that the eHealth service has been added to my account. I thought the next few steps would be simple. How naïve! I logged in as before, and this time at least I proceeded to a page where my personal details were filled in and my address was empty.

I duly completed the form, and clicked submit. It seems, however, that the "government database" doesn't know where I live, as it boldly declared (in red, no less!) that the address I filled in did not agree with the government database. And left me at that.

This time I was certain my e-ID was ok, so rather than calling Accerta, I tried the next number in line (2299-2345), corresponding to Entitlement (well, this is how the call was answered). I assume this is within the Ministry of Health.

I proceeded to explain my problem, only to be met by a very unexpected reply: "Ma naf xejn fuq il-Website". I was told to call the earlier number (i.e., Accerta's); my insistence that I did log in did not assuage the person at the other end of the line.

It seems they have nothing to do with the Website there. Well, this is the eHealth portal that is giving me trouble, and someone must be responsible for the page. I waited for a couple of minutes and was told to call 2142-1600.

I had to ask a few specific questions to find out that this is Megabyte's number, since they developed the page (well I knew that - their logo is prominent at the bottom of the page). I trust that Megabyte do not have access to my data on the eHealth portal, so it would be pointless calling them, but let's not get into that.

I was also told that I could send the form in by post! What genius! After some further direct questions, I could give a name (Steven Kirkham) to the person at the other end. Mr Kirkham (I suppose) quickly pointed out that the number I should really be calling is 2331-8888. They would solve my problem. How insistent!

I assured him I'd call immediately. True to that, and with no hope of solving anything, I did. The folks at Accerta verified that my address on the e-ID database is the correct one, and that's as far as they could go. It's a good thing we both could laugh at the situation.

So now I have an eHealth service that is useless, and a couple of forms that I can fill in manually and send by post. Not the electronic kind. I don't often go to the local PO.

I hope the above may elicit other smiles. At least my (mis)adventure would have meant something. Meanwhile, perhaps the minister or his aides will be reading this.