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

The electronic operation of all PAs requires taking into consideration the new dynamics that may occur in the processing of the different procedures.

Indeed, in this highly digitalized environment, it is common for incidents to occur, which may have an internal origin (from the PA services) or external (in the private sphere of the interested party); it is even possible for an interested party to detect an incident before the Administration because they cannot complete an action (for example, file an appeal).

As a result of the above, detecting and assessing the scope of an incident can become a very complex task and its treatment involves taking into account multiple variables.

With the aim of facilitating the detection of incidents and, above all, the response time, it is recommended:

  1. Develop a "map" of the PA's electronic administration services and the relationships and/or integrations that exist between them.
  2. Establish internal protocols with mechanisms for responding to and taking action in the event of incidents. These protocols must be comprehensive because they must include aspects such as: how to register, whether to report on social media, what to do if someone comes to register, creation of crisis committees, additional security measures, etc.
  3. Provide instructions for action and response to staff at the OAC and citizen service centers.
  4. In the case of users of the AOC services, subscribe to the Estat dels serviços communication channel, which also informs about scheduled interventions.
Electronic headquarters falls

The PA that owns the electronic headquarters (e-HQ) is responsible for the integrity, veracity and updating of the information and services that can be accessed through the headquarters.

Therefore, when an e-Seu is inoperative (totally or partially) due to an incident that affects the ordinary functioning of the system or application, the AP must:

  • Publish information on the incident that occurred in the same e-Headquarters, taking into account its scope.
  • Assess the possibility of extending unexpired deadlines until the problem is solved (optional, depending on the origin and characteristics of the incident).
Other service outages

It may be the case that the Seu-e is operating normally and an incident occurs with a service or procedure that is accessible from the Seu-e, for example, access to notifications or login.

In this case, it is a partial interruption of certain functionalities of the e-Seu that must be treated in the same way as in the previous case:

  • Publish information about the incident that occurred on the same e-Headquarters, taking into account its scope.
  • Assess the possibility of extending unexpired deadlines until the problem is solved (optional, depending on the origin and characteristics of the incident).
Regulations

Law 39/2015: art. 16, 21, 31, 32 and 38

RD 203/2021: art. 11

Related solutions

Open Government , ERES , EACAT-SIR , EACAT and e-TRAM