Guide to Collaborative Telework for Public Administration

Video call to serve the public

The video calling system consists of connecting with the public by videoconference, so that the public employee can see the face of the person he is attending to and can share a screen with him to show him how to access a certain service or procedure. . These two functionalities can be very helpful especially to give complex information and instructions to the elderly and / or people with few technological or digital skills. Also to care for deaf or hard of hearing people.

Considerations:

• The tool used to provide the service must strictly comply with the GDPR and the safety rules established in the ENS
• The service must be able to be provided without the need for the recipient to make any configuration on their mobile, tablet or computer.
• It should be borne in mind that technology should help clarify the message, it should be a plus and not an obstacle, so this resource should be used ONLY when telephone attention is insufficient.

Examples:

• Ombudsman's online video call service
• Barcelona City Council's VinclesBCN app
• Teià City Council video call service for citizens 

Process by phone or by video call

When the attention that should be given to the interessats goes beyond informing and/or guiding them through a mere explanation, we are talking about processing by telephone or through video call. This assumption involves having to access the personal data of the interessats in order to be able to help them effectively submit applications, obtain authentic copies, etc.

Therefore, to process by telephone or via video call, secure mechanisms must be established that allow public employees to verify the identity of the person involved.eressada as well as obtaining their express consent and being able to act on their behalf.

In both cases (call or video call) it is necessary to differentiate between two cases:

Case a) The person interessada hasidCat Phone

• In this case, the public employee initiates the procedure and authenticates himself/herself at VALID with theidCAT The person's mobile phoneeressada. To do this:
  • Ask for your ID / TIE and mobile number
  • It asks for the one-time code that the person just received on their cell phone
• Fill out the application on your behalf
• Before sending, check that the person is compliant (read the application to obtain compliance. Similarity in the paper world)

With this identification and signature system, the procedure is registered in the name of the person involved.eressada, who receives a confirmation message on her mobile phone.

Case b) The person interessada does NOT haveIdCat Phone

*If the person interesIf you have a DNI or TIE, we can help you with thehigh of theidCat Mobile via internet and on the go , so that it is in the case a).

*If the person does not have a DNI or TIE to request theidCat Mobile Internet (very rare case: Catalans abroad, resident European foreigners, or due to loss of document and/or “is being processedt”), you may be offered the possibility of obtaining theidcat Mobile with video identification.

*Only in the event that the person cannot obtain theidCat Mobile for lack of digital autonomy (whether due to lack of technological knowledge –e.g. elderly people–, for socioeconomic reasons or accessibility problems), a system must be established that allows the user to identify theeressat/ada (verify that it is who it says it is) and collect express consent in order to be able to process on its behalf.

The system must include the following steps:

Step 1. Verify the identity of the person interessada and obtain their express consent.

• If processed by telephone:
  • Ask the person in questioneresprovide your name and surnames, identification number (DNI, NIE or passport) and, as an additional element of security, resort to evidence provided or available facts:
    • Date of birth
    • Expiration date of the identification document (DNI or passport)
    • Exact home address
    • IBAN Banking
    • Amount of the last IBI
    • Some detail that only the person who identifies knows, etc.
  • Verify the information received through the entity's databases or services Via Oberta, with prior verbal consent of the interesvillage
• If processed by video call (by appointment)
  • The person insideeressada shows the DNI on both sides so that the public employee can verify their identity
  • The public employee then requests verbal authorization from the person to verify, if applicable, the identity data through Via Oberta – Identity Verification mode at the DGT, and to be able to carry out the procedure on your behalf

To record the facts (verification of identity and express consent), you can record the initial part of the call or video call - or at least the audio - and save it in the electronic register as a proof document. It should be emphasized, however, that it is the legal services of each entity that must assess the need to record and save the voice or video file to record the facts in case of discrepancy or litigation.

Step 2The public employee carries out the procedure on behalf of the person concerned.eressada:

• In the e-TRAM (or in the entity's processor) it will be indicated that it does so as "representant»
• In the case of a video call, it may be useful to use the screen sharing feature to show the person how to fill out the request.
• The public employee registers the procedure

Step 3. The electronic signature can be done in a way vàlidto the public employee through the use of the electronic signature system with which he/she is equipped (as provided for in the Law 39/2015 on the common administrative procedure of public administrations, article 12.2)