Digital Government Factsheet 2019

Malta

Table of Contents

Country Profile 3

Digital Government Highlights 6

Digital Government Political Communications 7

Digital Government Legislation 16

Digital Government Governance 22

Digital Government Infrastructure 28

Digital Government Services for Citizens 37

Digital Government Services for Businesses 50

Country Profile

Basic data

Population: 475 701 inhabitants (2018)

GDP at market prices: EUR 12 319 million (2018)

GDP per inhabitant in PPS (Purchasing Power Standard EU 28=100): 96 (2017)

GDP growth rate: 6.6% (2018)

Inflation rate: 1.7% (2018)

Unemployment rate: 3.7% (2018)

General government gross debt (Percentage of GDP): 46% (2018)

General government deficit/surplus (Percentage of GDP): +2% (2018)

Area: 315.36 km²

Capital city: Valletta

Official EU language: Maltese, English

Currency: Euro (EUR)

Source: NSO and Eurostat (last update:15 March 2019)

Digital Government State of Play

The graph below is the result of the latest eGovernment Benchmark report, which monitors the development of eGovernment in Europe, based on specific indicators. These indicators are clustered within four main top-level benchmarks:

User Centricity – indicates to what extent (information about) a service is provided online and how this is perceived.

• Transparency– indicates to what extent governments are transparent regarding: i) their own responsibilities and performance, ii) the process of service delivery and iii) personal data involved.
• Cross-Border Mobility – indicates to what extent EU citizens and businesses can use online services in another country.
• Key Enablers – indicates the extent to which five technical pre-conditions are available online. There are: Identification (eID), Electronic documents (eDocuments), Authoritative Sources, and Digital Post. Digital Post refers to the possibility that governments communicate electronically-only with citizens or entrepreneurs through e.g. personal mailboxes or other digital mail solutions.

These top-level benchmarks are measured using a life-events (e.g. mystery shopping) approach. Eight life events are included in the overall eGovernment performance score. Four of these life events were measured in 2013, 2015 and 2017 and the other four were measured in 2012, 2014, 2016, and again in 2018. The life events measured in 2017 were Regular business operations, Moving, Owning and driving a car and Starting a small claims procedure. The life events measured in 2018 are Business start-up, Losing and finding a job, Family life and Studying.

Source: eGovernment Benchmark Report 2018 Country Factsheet

Digital Government Highlights

Digital Government Political Communications

On 16 October 2018, the Parliamentary Secretary for Financial Services, Digital Economy and Innovation, in the presence of the Minister for National Security and Home Affairs, launched the National Cyber Security Awareness and Education Campaign.

In November 2018, the Blockchain legislations (Virtual Financial Assets Act, and the Innovative Technology Arrangements and Services Act) were put into effect.

In November 2018, the Parliamentary Secretary for Financial Services, Digital Economy and Innovation announced the establishment of a task force entrusted to design a National Strategy on Artificial Intelligence (AI).

In March 2019, the Government communicated its vision to develop a National Strategy related to Space. The Parliamentary Secretary for Financial Services, Digital Economy and Innovation announced the establishment of a task force which will be entrusted with the design of this strategy.

In June 2019, Prime Minister Hon. Dr Joseph Muscat launched Mapping Tomorrow – A Strategic Plan for the Digital Transformation of the Public Administration, for the period 2019-2021.

Digital Government Legislation

• The General Data Protection Regulation (EU) 2016/679 (GDPR) became applicable EU-wide on 25 May 2018, and concurrently the Data Protection Act (Cap 586) was passed through Parliament.
• The eInvoicing Directive 2014/55/EU was transposed in local legislation via Legal Notices 403 and 404 of 2018, that were published on 30 November 2018.

Digital Government Governance

The successor of Mr. Carmelo Formosa, the Head of the eGovernment and Corporate Solutions Department within MITA, is now Ms. Priscilla Bugeja.

Digital Government Infrastructure

• In 2018, Malta became one of only four Member States to meet the regulatory deadline for the recognition of other Member States’ eID schemes under the eIDAS Regulation.
• My Personal Kiosk is an mAdministration service that was launched in 2018 to provide public service employees with the opportunity to access their leave balances (sick and vacation), view their payslips and FS3 for the last three years.

Digital Government Services for Citizens and Businesses

March 2017 saw the launch of the first set of mobile services that included 21 mobile apps and a number of responsive websites.

The second set of mServices were launched in April 2018 followed by a successive rollout in November 2018.

• As a means of enabling digital government services for those citizens who require some form of assistance, servizz.gov set up five regional hubs across Malta: Edu servizz.gov, Taxpayer servizz.gov and Centru Servizz Familja servizz.gov.

Digital Government Political Communications

Specific political communications on digital government

• Ensuring all citizens are offered the possibility to benefit from ICT as a fundamental right.
• Advocating proactive leadership and delivering programmes that meet needs.
• Supporting national priorities in line with Government policy, the National Reform Programme and EU obligations.
• Engaging the private sector as an important player in the delivery of the Strategy.
• Optimising value and accountability.
• Ensuring collaboration between stakeholders to make the best use of national strategic information assets, encourage synergies and minimise fragmentation.
• Encouraging a more environmentally friendly society through greener procurement, implementation and application of ICT.
• Supporting and enabling Research and Innovation (R&I) in identified areas of strength, capability and centres of excellence (smart specialisation).
• Adopting an open and experimental mind-set, capitalising on lessons learned from success stories and respecting best practices and international standards.
• Maximising opportunities from multiple funding sources, including European and international funding programmes and the private sector.

Within this context, the strategy outlines three strategic themes:

• Digital Citizen;
• Digital Business; and
• Digital Government.

The above themes are supported by three strategic enablers:

• Regulation and Legislation;
• Infrastructure; and
• Human Capital.

Mapping Tomorrow – A Strategic Plan for the Digital Transformation of the Public Administration (2019-2021)

Mapping Tomorrow is a strategic plan for the Public Administration. The Public Administration will enter a new era of further simplification of public services to reduce the administrative burden on its clients and to have client-centred public services through digital transformation. The document sets a clear vision with well-articulated goals and an ambitious implementation plan.

Government’s vision aspires to take public services to the next level of improvement through the adoption of digital technologies. The vision is to have: A Public Administration Empowered by Digital Transformation.

This Plan does not exist in isolation but builds on previous achievements such as the drive to provide services which are available 24x7. Based on past achievements, this Strategic Plan sets three goals which build upon each other and form a continuum of improvement in service delivery.

Goals:

Take-Up;

Once-Only; and

Service of Excellence.

The first goal links to previous strategies and aims to bring simplified services which are digital end-to-end to increase take-up.

Once-only is the core goal, aiming at internal sharing and re-use of data and information that has been previously provided by a citizen or organisation. The aim is to stop asking for information which already exists within Government.

The third goal brings public services in line with social trends and demands, and to the quality levels expected by citizens and businesses. It looks at the adoption of emerging technologies such as AI to bring public services that are personalised, user-friendly and timely. The goal is to exceed client expectations.

The goals are ambitious and require a co-ordinated and collective approach from all Ministries. Stakeholders need to embrace a number of key-enabling concepts, principles, and technologies that are designed to bring the whole of Government together.

Specific concepts that are at heart of this Strategic Plan:

Client-Centricity;

One Government;

Sharing and Re-use;

End-to-End Services;

Digital by Default; and

Process Re-engineering.

Generic Principles which are to be adopted throughout this digital transformation:

Trust;

Stronger Awareness;

Security and Privacy;

Agility and Continuous Improvement;

Accessibility;

Availability;

Ongoing Investment and Celebrating Success; and

Interoperability and Cross-Border.

Adoption of Emerging Technologies in order to meet and exceed clients’ expectations:

• AI;
• Internet of Things;

Distributed Ledger Technologies;

Business Intelligence and Analytics; and

Immersive Technologies.

The implementation plan is based on four strategic pillars which bring different elements of the Public Administration together so that work can be co-ordinated with clear authority and responsibility.

Pillar 1: A Client-Centric Public Administration

A number of major milestones to strengthen the relationship which has been built between Government and its clients, bringing the latter closer to the design of digital services, including also those who are not so tech-savvy.

Pillar 2: Sector Specific Programmes

Services that are specific to their sectors, without detracting from the notion that for clients the Public Administration is a whole entity.

Pillar 3: Internal Solutions for the Public Administration

Empowering employees and modernising internal (user and corporate) solutions are equally important. The Plan aims to provide the Public Administration with the right tools and corporate solutions for use across Government.

Pillar 4: Technological Platforms and Solutions

Digital transformation requires a technological platform to enable the implementation of solutions. The current infrastructure will be upgraded with avant-garde technologies, giving more autonomy to Ministries in a secure environment.

Governance and Implementation

The Plan also identifies a number of governance elements for successful implementation. The advocacy of Critical Success Factors calls for a re-engineering exercise to adopt a horizontal approach; it mandates careful investment in both human capital and systems and technologies; and while it sets clear governing structures it invites further action to keep plan current.

Mobile Government Strategy 2017 – 2018

Citizens and businesses regularly came into contact with public services at various instances of their daily lives. More convenient access to public services was intended to help individuals, families and businesses to take better care of their personal, professional and commercial interests. In these circumstances, the Government aimed to pursue new and innovative ways of providing its services. Another government goal was to provide public offices with more modern and flexible means of providing personalised and value-added services to citizens and businesses, at the time and place where these services are needed. This was expected to transform the public sector into one that is more modern, agile and capable of changing its procedures as necessary to be more effective and less bureaucratic. Within this context, the Office of the Prime Minister launched its Government mServices Strategy (2017-2018), and outlined the approach being adopted to introduce public services through mobile devices, referred to as mServices.

Alongside public services already offered via the eGovernment programme, the introduction of mServices was intended to help achieve the Government’s goal of bringing public services closer to citizens on a 24/7 basis. Therefore, the vision of the Government mServices initiative was “Access to 24/7 Public Services from Anywhere".

The Strategy was based upon 11 principles:

1. Enabling mobility through the introduction of mServices;
2. Appropriate service channels, particularly the notion of mobile first;
3. Citizen-centricity when designing and implementing mServices;
4. Simplification of processes when introducing mServices;
5. Personalisation of mServices;
6. User experience shall be seamless across multiple service channels;
7. Collaboration between public entities to share data already residing within the Public Administration and achieve a once-only request for data from citizens and businesses;
8. Agility and timeliness in introducing the right mServices, as and when needed;
9. Accessibility of mServices, making them easy to discover and use;
10. Awareness and training through publicity campaigns and online training to guide and assist stakeholders;
11. Building trust in mServices through the application of appropriate security measures.

It was generally possible to classify mServices into one or more of the four categories: mCommunications dealt with two-way communication of Government with citizens and businesses; mTransactions handled transactional services, including payments that may require user identification; mDemocracy further increased citizen participation in political decision-making, while mAdministration introduced mobile-based tools for public officers to increase their mobility and facilitate personalised public services on location.

November 2018 marked the final phase of this strategy. Whilst there were no plans for a new strategy focusing specifically on mobile initiatives, the programme continued to work in phases, with the aim of improving and creating new user-centric Government services tapping on new and emerging technologies.

At a press conference on 19 April 2018, the Principal Permanent Secretary announced the launch of 13 new mobile apps and 10 responsive websites, as well as the soft launch of an additional 10 websites. It followed an earlier event that saw the launch of the first 21 mobile apps for Government services (mServices) in 2017, as part of the implementation of the Mobile Government Strategy 2017-2018. Additionally, a communication by the Principal Permanent Secretary in November 2018 announced the addition of a further 26 new mServices which related to education, agriculture, voluntary organisations, tax, social security, judicial and law enforcement services, and which were accessed by around 90 000 online users per month.

CONvErGE Project

In 2017, the Prime Minister officially launched the CONvErGE Project with an investment of EUR 40 million, of which EUR 28.5 million were co-financed by the EU as part of the ERDF 2014-2020. Through this project, the government continued to strengthen public services through the development of its ICT systems. The aim was to create a number of new services that provided more benefits to citizens and businesses. These funds enabled the development of new systems for various sectors, namely the health, social services, justice, public finance, tourism, emergency systems and business sectors. Apart from the development of new systems, the funds were used to strengthen the government’s IT infrastructure.

• A new accounting system for government;
• A new electronic system for customs;
• A national health infrastructure known as eHealth;
• A digital platform for the tourism sector;
• A new system for the management of activity related to national disasters;
• New systems for Maltese laws, the legal profession and notarial archives;
• An electronic system for social services; and
• A project analysing the need for and development of a portal for businesses.

Key enablers

Access to public information

Gov.mt

The national portal Gov.mt is the central source for all citizen services and governmental information, across the board, whilst businessfirst.com.mt and servizz.gov.mt are the national portals for businesses and citizens respectively.

eID and Trust Services

National Identity Management System (NIDMS)

The National Identity Management System (NIDMS) provides the functionality necessary to consolidate eID Account information and seamlessly associate them with the eID, eRP and ePassport lifecycle. The solution provides Access Management to determine the access that will be granted at various levels to administrators/operators.

The NIDMS system consists of a number of distinct components operating together to deliver eID cards, eResidence cards, ePassports to applicants. The electronic cards contain qualified electronic signatures compliant to EU Regulation No 910/2014 (eIDAS Regulation)

Security aspects related to digital government

With regards to cybersecurity within the public sector, MITA launched an Information Security Policy that was articulated, published and communicated. This was based on ISO27001 Information Security International Standard, and that was applicable to everyone within the Public Sector. As part of this Framework, MITA started scanning all Government websites that utilised MITA’s infrastructure for the identification of vulnerabilities and subsequent rectification by the respective owners. This governance framework was extended to cover the protection of environments that migrated or were newly commissioned on MITA’s new Hybrid Cloud Enabling Infrastructure. This was an innovative project which re-designed the way MITA sought to provide assurance to its clients that the infrastructure on which Government data resided was adequately safeguarded from the ever-increasing threats defining today’s cyber space. MITA heavily invested in cutting edge technology to provide it and its clients with the ability to continuously scan for vulnerabilities and obtain real-time visibility on the operational health and security posture of environments hosted on this platform. Information Security included three main dimensions: confidentiality, availability and integrity, and involved the application and management of appropriate security measures for a wide range of threats, with the aim of ensuring sustained business success and continuity, and minimising impacts of information security incidents. (Reference ISO/IEC 27000). Additionally, MITA invested in tools to aid in the detection and prevention of cyber security incidents, including adequate training of its employees throughout the organisation, and collaboration with other Governmental Departments to ensure a centralised and cohesive approach in this domain.

The full version of the Information Security Policy can be accessed here.

Launch of the National Cyber Security Awareness and Education Campaign

On 16 October 2018, the Parliamentary Secretary for Financial Services, Digital Economy and Innovation, in the presence of the Minister for National Security and Home Affairs, launched the National Cyber Security Awareness and Education Campaign. As stated, the Campaign which was one of the key goals of the National Cyber Security Strategy published in 2016, was based on Government’s belief in the need for all Maltese society to be fully aware of cyber risks and the security measures to be taken. The Campaign targeted the general public, the private sector as well as the public sector - as the largest holder of critical and sensitive information - through practical training and promotional initiatives.

Interconnection of base registries

Registry of Base Registers

eProcurement

eProcurement System

Domain-specific political communications

National eSkills Strategy (2019 – 2021)

The digital skills strategy is formed of twelve main recommendation areas. The recommendations aim to support the business needs development of the Foundation to match the rapid pace of change led by market needs. The Strategy also aims to develop a number of measures to support a decision-making process that is more evidence based. In addition, the Strategy put forward several specific recommendations to address a number of current developing market trends identified as part of the fieldwork done over the past year.

The new MITA Strategy provided the purpose, focus and direction that the Agency adopted from 2018-2020. for the upcoming three years. It set out a vision for MITA to be “the digital driver for the transformation of Government.” With the view that transformation requires more than digital solutions, this vision placed the Agency in a position to serve as the “digital driver” to help the Public Administration to transform through the digitalisation of public services.

The Strategy introduced four corporate drivers which explained changes in the modus operandi of the organisation, and which were required to achieve the desired states set for 2020. The Agency needed to transform itself to innovate in existing core business areas and introduce new services. It had to adopt an innovative approach in which employees were given the opportunities to enhance their knowledge, apply new ideas and continuously learn and research on the application of new technologies. This enabled the Agency to spearhead the digitalisation of Public Services through a direct contribution in ICT infrastructure, solutions and outreach activities. The agency intends to work in tandem with Ministry CIOs to safeguard Government digital assets, prioritise, and align digital strategies to help Government achieve its strategic goals.

The Strategy established a clear direction with 10 desired states where the organisation aimed to be by the end of 2020, with 32 corresponding actions to lead MITA from where it was to where it wanted to be. These desired states covered the necessary focus which the Agency must embrace and tackle; ICT direction, application of new technologies, security, digital transformation, community engagement, cybersecurity, operational stability and effectiveness, focus on core, client-centric service provision and continuous human resource development. Through these desired states, the Agency aimed to go through the necessary internal changes, improve collaboration across government and bring about a holistic approach to achieve its vision of becoming the digital driver for the transformation of Government.

Interoperability

National ICT Interoperability Framework (NIF)

Both NIF and GMICT policies are currently undergoing an extensive review for better alignment with the European Interoperability Framework and sharing and reuse initiatives.

Emerging technologies

Scholarships on Blockchain and DLTs

Launch of the Emerging Technologies Lab

Digital Government Governance

National

Policy

National eGovernment

Coordination

The Agency is dedicated in assisting the Government in transforming technological innovations into real business solutions. Its unique approach combines an innovative array of ICT and project management services with focused delivery capabilities using tried and tested methodologies to help fulfil Government’s strategies and projects and maximise the benefits of investment in technology.

Parliamentary Secretariat for Financial Services, Digital Economy and Innovation

Implementation

MITA implements IT programmes in Government to enhance public service delivery and provides the infrastructure needed to execute ICT services to Government. MITA officially took over the operations of MITTS Ltd, with an extended role to cover projects and services on a national scale. MITA continues to excel in providing ICT infrastructure and services, professional project management and consulting services to the Government.

eGovernment and Corporate Solutions Department, MITA

The eGovernment and Corporate Solutions Department (ECSD) within MITA aims to be a leader in the provision of services and solutions that enable the implementation of a whole-of-government approach to public service delivery. ECSD creates, operates and promotes the good use of shared platforms and reusable components to transform the way government operates, from front-end to back-office, in a modern and efficient way. Furthermore, the department provides government back-office solutions that improve efficiency and effectiveness through standardisation of activities and procedures, provides a holistic and integrated view to senior public officials and maximises the economies of scale.

ECSD is organised into seven functional units being Core eGov Programme, Corporate Finance Programme, Digital Transformation Programme, Internal Systems Support, Mobile Government Programme, and the Payroll & HR Programme.

Programme Management Department, MITA

PMD is organised into several Programme Units, some of which are focussed on Internal Bespoke Development of Solutions and others on Project Management, Consultancy and Contract Management, Procurement and Implementation of procured solutions mainly Health, Funding, Customs, Justice and Home Affairs, Land and Public Registry, Social Policy and Taxation.

Government Departments and Officially Appointed Bodies

Government Departments and Officially Appointed Bodies are responsible for the implementation of the eGovernment projects and initiatives falling under their respective jurisdiction.

Support

Management Efficiency Unit (MEU)

The Management Efficiency Unit (MEU) is constituted as a separate organisational entity within the Office of the Prime Minister (OPM) and is primarily tasked with Policy Review initiatives and generally assisting Government Ministries and Departments in the development and implementation of effective change management strategies intended to lead to improved Government Services.

In delivering its remit, the Unit works closely with and through the public administration to ensure that corporate principles and procedures are applied consistently throughout the public sector and that Ministry key performance indicators are met. Furthermore, MEU operation level reviews also directly/indirectly contribute to strengthening the eGovernment service portfolio, design and/or performance.

Department of Information

The Department of Information manages the Government portal and the Public Service intranet.

Better Regulation Unit

• Governance and Policy though the expansion of the better regulation agenda to encompass reduction of bureaucracy on citizens, businesses and Maltese Public Administration and the creation of the Office of Commissioner for Simplification and Reduction of Bureaucracy within the Office of the Prime Minister.
• Simplification and Administrative Burden Reduction through the introduction and operation of a multi-channel citizen one-stop-shop service entitled Servizz.Gov, re-engineering of the business one-stop-shop, entitled BusinessFirst, and continued implementation of simplification initiatives with regular annual reporting on simplification measures.
• Better Policy Making/Development through the introduction of the SME Test, and the introduction of social impact assessment where major economic decisions or proposals are put forward.
• Stakeholder Consultation by means of expanding the consultation mechanisms including the use of social media and eHearings, launching an online public consultations web portal, and updating the directive and guidelines on consultation.

Base registry coordination

Office of the Principal Permanent Secretary

A cohesive effort spearheaded by the Office of the Principal Permanent Secretary through the Data Governance Council brought together a number of significant stakeholders to establish the operational and legal requirements for setting upon the first base registers, the person register and the address register. These are important steps towards the aim to instil the much sought once-only principle within the Public Administration.

Audit

The National Audit Office’s mandate consists of the full annual financial and compliance audit of all Government Offices and other public entities. Its mandate was extended to cover independent advisory and investigative powers, the examination of any financial matter concerning the use of public funds, and the performance/value for money evaluation audits of Government Offices, public entities and companies where the Government is a majority shareholder.

Data Protection

Office of the Information and Data Protection Commissioner

The Office of the Information and Data Protection Commissioner is tasked with ensuring that the respect of the individual’s right to privacy with regard to personal information is upheld, and the enforcement of the relevant legislation in accordance to Data Protection legislation.

Subnational (federal, regional and local)

Policy

Local Councils

The Government considers Local Government as a main vehicle to attainment and promote Digital Services at a local level. In view of this, Local Government aligns its policies to the National Digital Strategy 2014 – 2020 with the aim of offering accessibility to technology and service delivery via the front offices of Local Councils. To achieve strategic alignment, Central Government through the Local Government Division provides the necessary technical support to Local Councils with a view to attain the Strategy’s objectives.

Coordination

Department for Local Government

The Department for Local Government ensures that Local Councils have the legislative authority to respond to local needs and offers administration management. It also acts as a stimulant to the devolution and decentralisation processes. Furthermore, it now serves as a regulatory mechanism for Local Councils’ operations.

Implementation

Local Councils

The Government considers Local Government as a main vehicle to attainment and promote Digital Services at a local level. In view of this, Local Government aligns its policies to the National Digital Strategy 2014 – 2020 with the aim to offer accessibility to technology and service delivery via the front offices of Local Councils. To achieve strategic alignment, Central Government through the Local Government Division provides the necessary technical support to Local Councils with a view to attain the Strategy’s objectives.

Support

Department for Local Government

The Department for Local Government ensures that Local Councils have the legislative authority to respond to local needs and offers administrative support along with statutory funding to 68 Local Councils. It also acts as a stimulant to the devolution and decentralisation processes.

Base registry coordination

Master Data

Audit

No responsible organisations were reported to date.

Data Protection

No responsible organisations were reported to date.

Digital Government Infrastructure

Portals

Portal

The Government also fully upgraded the Gov.mt portal with a new brand. This site will soon be migrated to the newly set up infrastructure described referred to before. The Government portal, , is an institutional site providing comprehensive and meaningful information on Government ministries, policies, services. The upgrade to the gov.mt portal triggered an exercise to consolidate the entry point for all electronic forms onto the Servizz.Gov portal. Through the Servizz.Gov portal, citizens can also submit queries, suggestions and complaints to public entities regarding the services they offer, report excessive bureaucracy and request information.

This also means that the former eForm landing pages were also consolidated within the Servizz.Gov portal in a homogenous and consistent manner. The latter portal would in turn call the eForms platform to load the various services that the public would require. The forms on the eForms platform enable information to be collected once at source and are subsequently electronically distributed to the respective Government entities. The eForms platform is also integrated with other electronic services, namely the Government Payment Gateway (GPG), electronic identity (eID), SMS notifications and Microsoft Exchange for email notifications.

www.gov.mt Portal

Servizz.Gov.mt website

Servizz.Gov Agency is the Government’s One Stop Shop for the general public, and www.servizz.gov.mt is now the central website for all Public Administration services. Through this website, citizens can look up services categorised under 12 super sectors. The scope of establishing such sectors was to simplify the categorisation of services, since now they are linked to a sector which is not bound to change, rather than to a specific Ministry which is highly subjective to change. The website also offers the possibility for citizens to report complaints and excessive bureaucracy, offer suggestions and request information. A customer relationship management system is the infrastructure of the IT system where all cases are processed against service level agreements and investigated in the most efficient manner. Services currently provided on www.mygov.mt will feature on www.servizz.gov.mt.

Government Intranet for the Public Service

MITA also offers a collaborative platform that is also based on Microsoft SharePoint for document management, collaboration and intranets. This platform is widely used within Government but most notably it is used for the Government Intranet for the Public Service – intra.gov.mt. The Intranet for the Public Service is available to all government department/entities and their employees. Intra.gov.mt, through a collaboration site, provides any participating government department/entity the facility to share between each other activities such as document management and workflows that address the department’s/entity’s internal business requirements. It holds information like circulars, news, events, directives, newsletters, vacancies, management resources, courses and scholarships and is restricted to public service officials.

Data Protection Portal

This portal accessible through the Government Intranet came into operation in February 2006, and enabled Data Protection officers to have access to guidelines and templates to ensure that Government processes are compliant to the GDPR. As of May 2018, the Data Protection Unit within the Ministry for Justice, Culture and Local Government (MJCL) took the decision to open up this portal to all officers with access to the Intranet so that all guidelines were available to all and not limited to Data Protection Officers.

Local Councils portal

eCourts Portal

The Kultura.mt portal acts as both a cultural calendar for all public cultural events, as well as providing a common online ticketing platform for all Public Cultural Organisations, providing a harmonised user experience to customers.

myHealth Portal

The national myHealth portal gives patients and doctors they choose to link with access to specific electronic health records. The following data can be accessed: Case Summaries (inpatient discharge letters from 2008 onwards for Mater Dei Hospital and other government hospitals); pharmacy of your choice medicines entitlement, prescription and dispensing records; laboratory results and medical image reports; vaccination records; future outpatient/clinic appointments at government hospitals and health centres; copies of notifiable infectious disease forms sent by doctors through myHealth. Functionality for online ordering of lab tests and medical images by private doctors has been added to the myHealth portal.

Use of the portal has grown steadily, with more than 64 000 patients now linked with doctors through myHealth.

Recruitment Portal

In 201,8 a featuring the Public Service website design was launched. This new responsive website replaced the previous legacy recruitment portal which was later decommissioned following an extensive back up process. A mobile app titled Join the Public Service, which is connected to the new recruitment portal, was launched in mid-2018. Its aim was to alert the general public about job opportunities related to areas of their interest within the Public Administration.

Networks

Next Generation Access (NGNs)

MAGNET

MAGNET was implemented in 1995 as the Maltese Government Network that connects all Government Ministries, Departments and Agencies, as well as Local Councils, Police Stations, Libraries, Hospitals, Health Centres, Social Services offices and Embassies. This network enabled the Government to proliferate IT and information society applications such as email, the Internet, and corporate applications like the Common Database (CdB) and the Departmental Accounting System (DAS), to help facilitate and improve the efficiency of the Public Service. The availability of this network enabled the Government to launch its eGovernment services. A new network, 'MAGNET II', was launched in July 2005 and partly replaced MAGNET. This new state-of-the-art network presented a number of benefits for users compared with its predecessor. In particular, MAGNET II provided enhanced bandwidth per site, offered better reliability through strict service level agreements (SLAs), guaranteed 99.8% minimum site availability and was fully secure through extensive encryption.

Various initiatives were carried out across the Maltese government network infrastructure over the past 12 months. One of the major initiatives was the upgrade of the core Government network.

Government Core Network Upgrade

An important consideration as part of this upgrade was ensuring that performance would be significantly increased to have the required capacity for various upcoming government projects whilst at the same time ensure that reliability and availability of the infrastructure would not be compromised. As a result, all network components within the core infrastructure that spans across MITA’s two Data Centres were upgraded to support the various devices that demand bandwidth utilisation well in excess of 10Gbps.

Data Exchange

Maltese Government Common Database

The Maltese Government Common Database (CdB) was enhanced with some minor amendments. An ongoing effort is being done for the simplification of processes by internally sharing data and re-use previously gathered information, in line with the Once-Only Principle.

National Data Portal

A beta version of the Portal was soft-launched in April 2019. It enabled a shared data management platform for the finalisation of the Administrative Registers which will eventually serve as the backbone for all data governance services.

Cybersecurity Digital Service Infrastructure (DSI)

The Cybersecurity Digital Service Infrastructure (DSI) is underpinned by the European Strategy for Cybersecurity: it provides an information sharing platform ("MeliCERTes") facilitating operational cooperation among Computer Security Incident Response Teams (CSIRTs), as well as funding for CSIRTs to effectively take part in its activities.

It implements the following activities:

Notifications Service

Through its web-based portal, it gives complete access to Government Ministries/Public Entities’ clients and administrators to send notifications, either individually or in bulk, via SMS and/or Email, to citizens and businesses. In 2018, on average, the Notification service was used to send approx. 330 000 SMS messages per month spread over 110 services spanning various Government Departments and Public Entities.

eID and Trust Services

EIDAS Node

National Identity Management System (NIDMS)

The existing National Identity Management System aims to support the core identity management processes including the issuance of electronic identity cards (eID Card), ePassports, biometric visas and residence documents. The Government operates a number of identity management systems, the most important of which are: core database systems, electronic identity (e-ID) infrastructure, an electoral system, a national identity card system and the passport system. However, it should be noted that these and other disparate information systems are not entirely interoperable.

Electronic Identity (eID)

The technology upgrade for the eID solution was completed in 2016. The migration to the new environment resulted in a noticeable improvement in performance and stability and was achieved with no disruption to the subscribers and the relying parties. The new Single Sign-on screen was also launched, following a complete re-engineering of the user interface and functionality to achieve the desired simplification. This simplification in the user experience was accompanied by a complete overhaul of the registration and activation processes where the reliance on the PIN letter was removed in favour an electronic activation process. Several eGovernment services, notably Servizz.Gov, eforms, myhealth, taxation, ARMS and social security have since lined up to integrate with the new screen to achieve the desired outcomes.

In 2017, MITA completed the final phase of the simplification of the eID authentication mechanism which envisaged an alignment of the assurance levels to achieve a Basic Assurance level using the eID Account and password, and a High Assurance level using the ID Card and PIN. This provided a better choice of usability or security for subscribers and relying parties. The Basic Assurance level was intended to have a password with reduced mandatory complexity with an optional one-time password. The High Assurance level potentially involved additional usability challenges in view of the initial set up and installation of the ID Card, but still provided the additional security required.

Electronic Identity Cards (eID Card)

The eID Card is an identity card which in addition to the traditional identification features also includes an electronic component which allows the citizen to access an array of electronic services provided by the Government and other third parties.

Maltese nationals who are 14 years of age and older are entitled to an eID Card. The card’s electronic features are available to all card holders with one exception: the signature certificate is only available to citizens 18 years and older.

The electronic chip of the eID card holds the same biographic data that is visible on the face of the card, including a digital image of the citizen. The chip includes two digital certificates for authentication and signatures, and applications for ticketing and electronic purse.

The digital certificate for authentication enables the citizen to log in securely to the eGovernment services. The digital certificate for signatures is an enabler for electronic signatures. These are qualified certificates under the eCommerce Act and the electronic signature will be equivalent to a hand-written signature. Both certificates are protected by different Personal Identification Numbers (PINs).

The eID Card can be used by citizens to securely access their health information through the eGovernment services, but does not hold any sensitive health data on itself. An eID account is required to access health information through the myhealth.gov.mt portal. No fingerprint biometric data is held on the eID Card and it does not replace the Voting document issued by the Electoral Commission.

ePassports

Passports issued as from the 1 October 2008 are all e-passports. These 1^st generation electronic passports had a BAC (Basic Access Control) chip. Biometrics captured were photo image and signature. As from 1 July 2010, the e-passports’ chip upgraded to EAC (Extended Access Control). Fingerprints were added to the biometrics captured.

On 30 March 2015, the e-passports’ chip upgraded to SAC (Supplemental Access Control). The same biometrics were captured, however, as the chip is the latest third generation to date.

The main reasons that led to the introduction of an e-passport were to;

Help fight passport fraud;

Reduce passport forgery;

Facilitate more robust border controls; and

Establish a link with the lawful owner.

eProcurement

Electronic Public Procurement System (ePPS) platform

The eProcurement solution enables actual tender bids to be submitted securely online using the most common procedures such as the open procedure and framework agreements as well as other more specific procedures such as negotiated procedure, competitive dialogue, restricted and concessions. The system also caters for new and unique procedures such as eAuctions and Dynamic Purchasing System. All procedures can be either evaluated using the lowest price, cost or best price quality ratio mechanism. The platform is currently used by the Department of Contracts, the Ministerial Procurement Units which represent different Contracting Authorities within that Ministry and individual Contracting Authorities that form part of the public sector.

Department of Contracts portal

eInvoicing

No particular infrastructure in this field was reported to date.

ePayment

ePayment gateway

The eGovernment electronic payment gateway is part of the horizontal infrastructure supporting the Maltese eGovernment. It complements the electronic identity (eID) framework in providing a layer for the development of eServices to both Citizens and Businesses. The service is provided both as standalone, hence portals or mobile applications that directly integrate to the gateway or through other set platforms, such as eForms.

1. 3D Secure enabling;
2. REST API stack provision to widen the services for mobile payments;
3. Introduction of eWallets;
4. Continued hardening of the infrastructure; and
5. Facilitating integration through revised and refreshed documentation.

This was done to continue to instil trust in the payment gateway with the aim to increase uptake and usage.

Knowledge Management

My Personal Kiosk

​My Personal Kiosk is the mAdministration service launched in 2018 to provide Public Service employees with the opportunity to access their leave balances (sick and vacation), view their payslips and FS3 for the last 3 years. Additionally, employees can check their basic HR details as currently available at People & Standards Division. The service is sourcing information from the backend HR and Payroll systems.

The Intranet for the Public Service is available to all government department/entities and their employees. Intra.gov.mt, through a collaboration platform, provides any participating government department/entity the facility to share between each other activities such as document management and workflows that address the department’s/entity’s internal business requirements. Amongst others, the intranet holds information such as circulars, news, events, directives, newsletters, vacancies, management resources, courses and scholarships and is restricted to public service officials. All the mAdministration services launched in 2018 are included on the intranet.

Cross-border platforms

Deployment of cross-border eHealth services

The CEF funding for the eHealth Digital Service Infrastructure (DSI) supports actions to set up the necessary infrastructure for the exchange of health data across national borders within the EU and for the provision of interoperable eHealth services.

Base registries

Contracts Register

The Maltese Government has embarked on the implementation of a Contracts Register based on the World Banks’ Open Contracting Data Standard and also the implementation of the European Single Procurement Document (ESPD) and integration with eCERTIS and National Registers. The first is a significant statement on transparency whereas the second continues to automate processes and enshrines the once only principle.

Digital Government Services for Citizens

The information in this section presents an overview of the basic public services provided to the citizens. These were identified taking inspiration from Your Europe, a website which aims to help citizens do things in other European countries – avoiding unnecessary inconvenience and red tape in regard to moving, living, studying, working, shopping or simply travelling abroad. However, the categories used in this factsheet aim to collect a broader range of information, focusing therefore not only on cross-border services, but also on national services.

The groups of services for citizens are as follows:

Travel

Work and retirement

Vehicles

Residence formalities

Education and youth

Health

Family

Consumers

Travel

Work and retirement

Vehicles

Residence formalities

Education and youth

Health

Family

Consumers

Digital Government Services for Businesses

The information in this section presents an overview of the basic public services provided to the Businesses. These were identified taking inspiration from Your Europe, a website which aims to help citizens do things in other European countries – avoiding unnecessary inconvenience and red tape in regard to moving, living, studying, working, shopping or simply travelling abroad. However, the categories used in this factsheet aim to collect a broader range of information, focusing therefore not only on cross-border services, but also on national services.

The groups of services for businesses are as follows:

Running a business

Taxation

Selling in the EU

Human Resources

Product requirements

Financing and Funding

Dealing with Customers

Running a business

Taxation

Selling in the EU

Human Resources

Product requirements

Finance and funding

Dealing with customers

The Digital Government Factsheets

The factsheets present an overview of the state and progress of Digital Government European countries.

The Digital Government Factsheets are prepared for the European Commission by Wavestone

An action supported by ISA²

ISA² is a EUR 131 million programme of the European Commission which develops digital solutions that enable interoperable cross-border and cross-sector public services, for the benefit of public administrations, businesses and citizens across the EU.

ISA² supports a wide range of activities and solutions, among which is the National Interoperability Framework Observatory (NIFO) action.
ISA² solutions can be used free of charge and are open source when related to IT.

Contact ISA²

isa2@ec.europa.eu

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