E-Albania "fails" in rural areas, where the population has limited or no access to the Internet. The third age and the Roma community report discrimination and that employees from the local government address them to the chancellery to receive Services from government portal, in conflict of interest. The State Inspectorate of Market Supervision fines 15 entities that offer this service, for violating industrial property rights.
Author Arlis Alikaj
Since the date 1 May 2022 when government Services to citizens went virtual and every action is carried out online, many concerns and confusion are reported by marginalized groups such as the third age, communities in rural areas as well as those with learning difficulties and especially the Roma community to receive the service.
The third age feels excluded from the digital revolution
"I don't know how to access the online Services offered by the Albanian government, and I don't even have a smart phone. Even when I open the phone when a message comes in, I can barely read it. I have never used E-Albania. The actions for the renewal of the pension, I did through the physical office in the municipality, now that the office is closed, I don't know where to go. My husband runs away to Tirana to his daughter to make documents, he even stays there for a long time when he does the periodic checks, while I wait once a month when the son comes from Germany,'' says Violeta Mehmetllari, a pensioner from Librazhdi.
Civil registry employees admit that citizens encounter difficulties, but they must turn to the offices to receive it as a service, even though it is not permissible for these businesses. This app was designed to avoid bribery. Citizens also show cases where employees direct citizens to specific offices.
ACQJ's observations showed that the E-Albania service is offered at the chancellery for a fee of 100-300 new lek. But in Elbasan, Prrenjas, Korçë and Pogradec, (according to the observation) there are also those lawyer and notary offices which ask for 2000 ALL for the opening of the application and the application for a document of property Services, such as the Cadastre.
In the notary, it is accepted that this service is performed, but it is punishable by law. E-Albania is a brand which is registered by the National Agency of Information Society and also the portal where public Services are provided free of cost. ISHMT announced in May of this year that the service of receiving the document from e-Albania in entities that have turned it into a business using this logo is punishable by a fine of up to 500 000 ALL.
Three months after this announcement, ACQJ addressed this institution with the question of what are the measures taken against the offices that have turned this service into business. The State Inspectorate of Market Supervision said that it has imposed penalties on 15 entities, but without specifying the amount of the fine.
In the response to ACQJ, ISHMT says that "assessing the importance of the "e-Albania" portal for the public interest, it immediately began monitoring the market to identify entities that used the "e-Albania" trademark for commercial purposes, violating the rights of protected industrial property where the focus has been on the cities where it is located and the largest concentration of economic activities such as Tirana, Durrës, Fier, Korçë, Shkodër, but not only. From the above, 15 (fifteen) entities have been identified, which had posted and advertised the "e-Albania" brand in the place of commercial activity. For these entities, ISHMT has imposed administrative measures with a fine, for the violation of legal requirements referred to Law No. 9947 dated 07.07.2008 "On Industrial Property" (amended) as well as the task of removing the "e-Albania" brand from use".
ACQJ's observation shows that few businesses that perform this online service have it set up as an advertisement. To avoid the measures that can be taken against them instead of the logo they are presented as the service chancellery. However, some eyes are not afraid of the law, and have not removed the e-Albania logo.
Xhane Kaca, who does not have an identity card as her previous one has expired, only has a passport, she does not have an account in e-Albania. Recently, in August 2022, she is turning to private offices in the city of Librazhd, to register a profile because, as she says, for most of the actions and obligations she has, they require her to have an account on the government portal. "I don't have anyone to open an address for me, the girls are far away, I'm going to a private house to open them, they ask me 200 lek to open it. But how can I be sure what he can do tomorrow with my personal data? What about a man who has no one to assist him? At the time when 100 Lek is a loaf of bread, 200 Lek is a profile", concludes the indignant Xhanja.
Flutura is a pensioner from Prrenjasi who could not withdraw the Rama government bonus. The Social Resistance package that was presented by the government a few months ago so that the needy classes could withstand the "time of war", included a bonus of 3000 ALL.
She says that she did not receive the bonus and does not know where to complain as they do not give her an answer in front of her, but direct her to E-Albania. According to her, the same scheme happened to all those who did not withdraw the money. "They brought me around, they told me to file a complaint and submit the scanned insurance documents to E-Albania, but I didn't know. I had to go myself to the Social Security offices in Elbasan,'' she says.
Also, Kastrioti, an invalid of the first group, was asked to download all the statements from E-Albania and to upload the documents in PDF to the system for the renewal of the pension and the benefit of electricity compensation. He couldn't find anyone in Librazhd to assist and to this day, he doesn't get the electricity reimbursement just because of this. "This initiative was not well thought out, but was accelerated for media appearances and loans from the government to foreigners to promote Albania as a state that has evolved. This is not digital Albania", says Kastrioti.
Low level of education, the Roma community cannot receive Services in E-Albania
Rudina Brahja, from the village of Babje i Librazhdi, is unemployed. "I don't know how to read and write well, I don't know how to apply for assistance. I don't understand why they took away the guy who was helping us with the applications. Now, month after month, from my mother's pension, a 2 lek (old) loves the Internet," says Rudina.
Also, Hasbija and her two daughters do not know how to read or write. "With the assistance of the disabled boy, I go down the mountain, go to the Internet and he (of the private office) does the Services for me. The municipality closed that office", she says.
Even Xhelali, an elderly and visually impaired member of the Roma community, says that he has no idea about Albania. "I don't know from the codes. I don't know the internet. I'm begging any young person who happened to help me when I had something to do...", says Xelali.
How does the local government provide Services to vulnerable groups without access to the Internet?
Based on the results of the 2021 Information Technology (ICT) Use Survey by INSTAT 15,7% of the population was able to send through the e-government platform completed forms from the Internet, while individuals in the 65-74 age group, who stated that they have never used the Internet, account for 51,1% .
Rexhep Shaka, responsible for Social Services in the Librazhd Municipality and at the same time a member of the Egyptian community, head of the "Equality and Integration" association, feels hopeless for training in these categories as according to him they are old and have problems with understanding. He calls a special office or help from close people and their children the only solution. "We have had no cases of complaints, but like all the others and these special communities such as the third age, that Roma and Egyptian will turn to the Internet and now when you go to the Internet offices, you find people who issue certificates and receive Services. It's a new process and people will get used to it," says Rexhepi for ACQJ.
According to official figures, Librazhdi has 250 Roma families and Shaka appeals for the creation of voluntary initiatives to assist them.
But how will the access to E-Albania continue for citizens of the Roma community, the elderly or those with learning difficulties?
We asked the Prime Minister about this, through a request for information, if the government has a plan, with the territorial reform, to offer assistance to the municipality for these Services. But the Prime Minister refused to comment.
While Adelina Farrici, executive director of the Association of Local Autonomy of Albania, says that there are municipalities that offer some online Services aiming to educate and raise awareness of the community about this service, but there are problems, due to the wide territory covered by the municipalities. .
"I think that not all society has the right education, information and logistics to use online Services, but the future is towards these Services. Municipalities have their plans to help the community for a transitional period, mainly for groups that will have difficulty accessing online Services and need assistance. In addition to the online service in the administrative centers, there will be service offices for the community to help and provide the right information in terms of using the online service platform. However, problems have been identified. Municipalities have extended territories and many rural areas where internet access is lacking in some areas. The community is used to the traditional method with direct Services at the offices in the territory. Different groups such as the third age, Roma or Egyptian communities do not have the proper knowledge and skills to use digital systems,'' Ms. Farrici told ACQJ.
One stop shop, or Opening One-Stop Offices, is a European Union project aimed at improving the way administrative Services are provided by local governments. With the transfer of Services to E-Albania, some of these offices are not functional. We requested information from the Delegation of the European Union in Albania about the commitment of the EU in financial terms and the support with the increase of capacities in terms of the digitalization process and E-Albania.
In response, the Office of the Delegation clarified that the EU has not provided financial support for the development of e-Albania. In terms of local government One Stop Shop Services, the EU has provided financial support to these structures through the "Support for Territorial and Administrative Reform" program, implemented by UNDP, which aims to strengthen local government and administration public.
Furthermore, the response emphasizes that access to public Services is facing difficulties.
"In terms of access to online public Services by the Roma and Egyptian communities, they are facing many difficulties due to various factors, including financial inability to own a digital device, lack of internet, illiteracy, lack of of information and digital skills, as well as the lack of means of identification. To address this issue at the local level, the EU is funding a project in the city of Fier, implemented by UNDP and the Institute of Roma Culture in Albania - IRCA, which contributes to the integration of Roma/Egyptian returnees (from asylum and migration ) and their families, through a series of activities designed to raise the level of digital information and digital skills. The project also provides direct assistance to at least 100 individuals to access online Services related to urgent matters, including applying for identification documents, legalizing residence, enrolling in school and benefiting from social protection schemes (pensions, economic aid, disability benefits, etc.),'' says the European Union Delegation in Tirana in response.
Security in E-Albania
Although E-Albania, it did not work since hacking and only a short time ago all Services came back online, many citizens report difficulties of use and fear that data could be stolen. But how is our data protected?
Eni Shtini, an expert in blockchain technology, told ACQJ that in order to avoid information leaks from such attacks, it would be very good if the government implemented distributed database technology (blockchain), which increases data security. Blockchain security is a comprehensive risk management system, which by integrating cyber security, reduces the risks against attacks, fraud and theft of information in such cases.
"Personally, I think that the government reacted late to this attack, since online data shows that the coordinated cyber attack started on July 16 in the afternoon and around 11 o'clock at night AKSHI made it possible to disconnect the Internet. Such attacks are almost impossible to avoid. Such an attack is nearly eliminated by blockchain technology, which works in a similarly decentralized manner, with users all over the world protecting the system, making a similar attack very costly to successfully execute. "explains the expert.
