User Manual Message box for the Point of Single Contact November 2009 version Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 1
Table of Contents 1. Introduction...3 The European Services Directive...3 2. What is the message box?...4 Why a message box?...6 Web interface message box...6 Functions...6 Phasing...6 3. Process for handling messages in message box...7 Responsibilities...7 Archiving...7 Confirmation of receipt license application...7 Time of receipt and sending...7 4. User manual for message box...9 Logging in...9...9 The settings...10 The use of the message box...11 General functions...11 5. Testing...18 Entrepreneurs account...18 Test cases...18 Test case 1 Requesting information...18 Test case 2 Licence application...19 6. Conditions of use for test period of message box...21 The declaration...21 The role of the authorised person when faults or exceptional circumstances arise...21 7. Contact...22 Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 2
1. Introduction This document is intended to offer assistance in connecting to the Answer for Businesses message box. In this document, you will find more information about the message boxes, their working, the possibilities of testing the message box and the conditions of participation. This means the manual is intended for the competent authorities employees who will become responsible for the reading, forwarding and/or answering of the messages in the message box. In many cases this will be company communication officers or licensing officers. The document starts with an introduction into the European Services Directive and the activities that are (or have to be) carried out, as it results in the Dutch Services Act. The European Services Directive Doing business in Europe and the Netherlands is becoming simpler for service providers such as catering companies, installation companies and hospitality companies. The European market for these entrepreneurs currently still has obstacles in place which limit economic growth. The Services Directive is going to bring improvements in this area. This European Guideline has been in force since late 2006 and must be implemented in all member states by 28 December 2009. In broad lines this means: the simplification and reduction of rules: the improvement of the service provided by the government by providing one centralised virtual counter the efficient organisation of supervision of service providers (governments will cooperate more closely). Needless to say, this will also bring many advantages for Dutch service providers. In this context, all member states will have one or more virtual counters where service providers are able to deal with their affairs relating to the government. In the Netherlands this is the Point of Single Contact. The Point of Single Contact is included in the existing website antwoordvoorbedrijven.nl. From 2010, both Dutch and international service providers will be able to find information from the government on this website about matters including legislation and regulation, licences and application procedures. In addition to this they are able to complete procedures and formalities with government organisations through this channel including the applying for and receiving of licenses. Government organisations also have to cooperate in the monitoring of service providers. This administrative cooperation means in practice that government organisations from one member state are able to request information about service providers and their services from government organisation from other member states and can request them to carry out inspections. The cooperation run via a digital system: the Internal Market Information system (IMI). For further information about these subjects and the background of the European Services Directive and the Services Act we refer you to the following websites and the document Connecting to the PSC and IMI' which you can find on the ministry of Economic Affairs' website about the Services Directive. www.dienstenrichtlijn.ez.nl Background information, factsheets, manuals, news and FAQs. www.europadecentraal.nl Knowledge centre for non-central governments with questions about European regulation (factsheets, FAQs, helpdesk, etc.). www.antwoordvoorbedrijven.nl/participanten Information about connecting to the PSC (Answer for businesses) and for all the associated participants. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 3
2. What is the message box? The message box is a secure, personal internet environment within which service providers are able to communicate with government institutions. Service providers are able to handle procedures and formalities such as the application for and receiving of licenses, and ask questions. When the service provider sends your organisation (competent authority) a message via the message box, you are obliged to answer via the message box. The service provider as well as the competent authority are given access to a message box and log in details. The communication between service providers and the government will then run as follows: The service provider enters the user name, verification code and password he was provided with and is granted access to his message box. The service provider selects the government organisation he wishes to contact. He then types a message, adds an attachment if required, an application form for an outdoor terrace license for instance, and sends it. The government organisation received a message of notification (e-mail to e-mail address provided) of the request or the application of the service provider. The responsible employee at the receiving competent authority logs into the message box. After receiving the service provider s request or application, the competent authority sends a confirmation of receipt to the service provider from the message box, in response to an application for a license for instance. Messages that are sent by the competent authority receive a timestamp that equals the time at which the message arrives in the message box of the intended recipient of the message. This time is also the starting point of the application procedure. This is the moment the terms start for a license application for instance. After the normal processing of the application, the competent authority will send a response to the service provider via the message box. All the governments correspondence ending up in the service provider s message box provides the service provider with a clear overview of all the current business it has with the Dutch government that falls under the Services Directive. Because the message box does not have an e-mail address associated with it, the message boxes are safe and free of spam. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 4
Figure 1: Message box in practice Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 5
Why a message box? The Services Directive obliges all member states to create an electronic counter where service providers are able to find relevant information. In the Netherlands the PSC will be used for this. Service providers from the Netherlands and other EU member states can find information and procedures surrounding the competent authorities with whom they have business to settle via the Dutch PSC. Service providers must also be able to handle procedures such as the application for licences. Service providers as well as competent authorities like yourself will be provided with an account on the message box. The message box is part of the PSC which enables service providers to communicate with government organisations directly via this counter. Information requests can be sent through this secure internet portal. A service provider can send requests for transactions with the competent authority (the request and providing of licences for example). If a service provider opts for communication and transactions via the message box, you are obliged to provide your services via this route. You are free to choose how to create the internal process surrounding the handling of this message exchange (for tips see chapter 3 'Process for handling messages via message box ). Web interface message box Initially, a simple solution has been chosen, the web interface version of the message box. This way all government organisations regardless of their level of electronic services - are able to connect before 28 December 2009. This advice followed from an investigation by EGEM i-teams. Work is also being carried out to allow connection via an interface. This variant allows messages to be sent from or to the ICT environment of the government organisation, from or to the service provider s message box. This may involve a link with your midoffice, post registration system or document management system. You will be kept informed of these developments. Should you wish to migrate to one of the alternative methods of connection, you can inform ICTU of this and a migration process will be started. Please note: You must be connected to the message before late 2009. This means you have to at least apply for an account for the message box. Parallel to this you may investigate the options for an alternative means of connection. This connection may require a longer lead time. Functions The message box s functions will continue to be developed and extended. An example of this may be the option of creating folder where the messages can be saved and sorted. Or the option of downloading the message in an open standard format in order to archive it, or an easy way of selecting the correct government organisation for the service provider for sending a message. As soon as new functions become available, all affiliated organisation will be able to use them. Phasing From the end of 2009, service providers will be able to communicate with competent authorities via the PSC. Until that time, you may carry out test cases in a separate environment which already allows you to practice with the message box. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 6
3. Process for handling messages in message box Until the Services Act comes into power you will not be able to use the message box for actual administrative message handling, but solely for fictitious test message handling (for more on this, see chapter 5). This allows you to practice using the message box to prepare you for handling messages via the message box. After the Services Act has come into force you will have access to an extra channel for receiving messages from service providers. You will have to create a process in your organisation for the use of this channel which allows service providers to submit questions and requests via the PSC in a correct way and allows you to process the questions/requests in a way that meets your own standards of service. The website www.dienstenrichtlijn.ez.nl provides further information about a number of issues that are involved with the handling of electronic processing via the PSC. In the message box user manual a few aspects that are connected to the functioning of the start version of the message box are given particular attention. These aspects only really come into play when the Services Act has come into force. You can make preparations for it until that time. When setting up this process ensure you take the following into consideration: Responsibilities Make sure someone in your organisation: receives the notification messages and checks them regularly; sends a confirmation of receipt (which meets the requirements included in the Services Directive); the messages are processed by the correct person in the organisation; then returns the answer to the service provider via the message box. Archiving A message from a service provider may consist of a record and you may wish to save it in an electronic case file with all related articles. The Dutch PSC provides a solution which allows you to download the message in an open standard and archive it. You can download attachments in their original format as they were sent with the message. Confirmation of receipt license application If a received message concerns an application for a license you must send a separate confirmation of receipt yourself when receiving such a message in the message box. The guidelines contain statements regarding the confirmation of receipt for license applications: The receipt of every licence application is confirmed as soon as possible.' The confirmation of receipt must contain the following information: the set processing period; the available remedies (view, objection, appeal, etc); if applicable, a statement that confirms that if no answer is provided within the set processing period, the licence will be considered to have been granted. This is the so-called lex silencio positivo clause from the guideline. Time of receipt and sending Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 7
The time at which a competent authority has received a message is considered to be the time at which the message reached the data processing system. This means that the moment at which a message reaches the competent authority s message box is the official time of receipt for the competent authority. Conversely, the moment of sending by a competent authority is the time at which the message reaches the service provider s message box. If you receive a message via the message box this also means you are obliged to answer via the message box. If you receive an application digitally, you are obliged to return the requested product (the licence for example) in a digital format. Please note: the service providers and the competent authorities are responsible for the content of the sent and received messages; the Dutch PSC is responsible for the infrastructure on which the message exchange takes place. This means that the Dutch PSC does not have access to the content of messages and is unable to retrieve or restore the content. An audit trail has been created, data concerning the message traffic such as when a message has been sent from which account to which account. This 'log data' may serve as proof or as an opportunity to ascertain which service providers or authorities will have to resend a message when an outage arises. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 8
4. User manual for message box This chapter includes a short user manual for the message box. We consider the actions that need to be taken when using the message box for the first time and we discuss the buttons in the Inbox, Sent messages, Bin and Settings windows. A script has been included in chapter 5 for the use of the message box in a number of test cases. By following the script you will get an overall impression of the functioning of the message box and its various parts. This allows you to test the message box yourself. Logging in In order to use your message box you need to log in with your username and password (see figure 2) The log-in screen will immediately be displayed when you go tohttps://inloggen.antwoordvoorbedrijven.nl/aselectserver/server. You enter you username here and click on next. Then, you type in the password and click on log in. Figure 2: Login screen Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 9
The settings Most of your organisation s data can be edited. This also applies to the message box settings. You can change the data by clicking on settings' on the left side of the page. The following screen will be displayed (see figure 3): Figure 3: The settings (new screen not yet available) 1. Name of organisation: this field contains the name of your organisation. This cannot be changed; 2. Message box name: this field contains the username of your account. This cannot be changed; 3. User account and authorised administration: if you click on 'user account and authorised administration a new window will open (see figure 4). In this screen you can choose between Administrate user account and change password and Administrate organisation and authorisations. 4. If you click on Administrate organisation and authorisations you can add and remove authorised users. The person you wish to authorise must have a user account. 5. E-mail address: this is where you can change the e-mail address you send the notification e- mail to; 6. Frequency: in this part, you can select the frequency (immediately, daily, weekly) of the notification message; 7. Language option: in this section you can choose Dutch or English. The application chooses the language of the web browser as a standard setting You can leave the settings menu by clicking on the Save' or 'Cancel' button. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 10
Figure 4: Administrating authentication details In the longer term, more functions for entrepreneurs will be added to the Dutch PSC. The entrepreneur can then use Settings to indicate which functions he/she does and doesn t want displayed. For now, only the message box function is available to the competent authorities. The use of the message box General functions After logging in you arrive in the Inbox of the message box. The other message folders are included in the menu on the left: Sent messages Bin The Inbox shows the sender (From), the subject, any attachments and the date. You can sort the messages in your Inbox by date, sender, subject or whether they have an attachment or not. You can do this by clicking on one of these subjects at the top of the list of messages. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 11
You can select the messages by the following criteria: 1. All (all messages are displayed); 2. None (undo all selections); 3. Unread (all unread messages are displayed); 4. Read (all Read messages are displayed); The figure below (5) displays the Inbox page of the Message box. Figure 5: Inbox Process of Exchanging messages Only the service provider (entrepreneur) can compose a new message. A competent authority can compose one or more replies to a message from a service provider. You will find more information about the replying to messages later in the chapter. In the test stage you will use an entrepreneur s account to compose message and send them to yourself. This allows you to gain some experience in using the message box. An explanation on how to compose a 'New message' is included below. Click on New message to compose a new message. You can find this function in the grey navigation bar at the top of the page (see figure 5). Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 12
At the next screen you can enter an addressee at To (see figure 6) and then enter a subject or text and if you wish to, add an attachment. You can fill in the fields by clicking on the fields or pressing the tab key. Figure 6: Compose new message You can then send the message or cancel it (please note, the message box will not save a draft of your message if you click on cancel!) You will find two buttons to do so below the text field. After you have sent the message, you can find it in the Sent messages' folder on the left side of the screen (see figure 6). Reading a message You can read a message by clicking on any of the messages in the Inbox. This will open a new screen. You can also download any attachments here, as well as reading who sent the message, the subject and the content of the message. You download the attachment by clicking on it and then selecting 'Open or Save. You can also choose to save the attachment directly by right-clicking on the attachment (see figure 7). You can download any received message in PDF in order to allow you to meet the requirements of the Public Records Act. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 13
Figure 7: Download attachment Virus in attachment Should the message box's virus scanner find a virus in the attachment, the service provider s message will still be visible in your message box. The attachment will be coloured red in order to indicate that the attachment may contain a virus. It is your choice to download the attachment or not. If you download the attachment you run the risk of infecting your computer with the virus. If you do not download the attachment, the attachment will remain on the Dutch PSC s website and you will run no risk of becoming infected with the virus. We recommend you consult your system administrator before downloading an attachment with a possible virus! Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 14
Replying to a message You may reply to a message by selecting the black reply button above or below the opened message. You can find this button above and below the message. A new message is then displayed which already has the addressee line completed and the subject is copied preceded by RE:. You can change the title of the subject. The original text of the message which is being replied to is included in the text field. You can enter a message above it. In all other respects, this functions in the same way as the composing of a message. Administrate message box A message can be deleted from the message box in two ways. You can do this by opening a message and then selecting Delete'. This function can be found in the grey bar above Message box at the top of the message. A message can also be deleted by selecting one or several messages in the 'Inbox' and then selecting 'Delete message'. This function can also be found in the grey bar above the messages. You can select this by clicking on the square checkboxes in front of the messages. You can retrieve a message you deleted by opening the Bin. You can find this folder at the left side of the page. You can select one or several messages and then select Retrieve. The message will then be returned to the Inbox. All the messages in the bin can be cleared by clicking on Clear entire bin. When you click on 'clear bin, the messages are permanently removed and they may never be retrieved. Forwarding messages If you receive a message that was not intended for you, you can forward this message to the correct competent authority. You click on the message that is not intended for you and then click on the 'Forward' button above or below the text of the message. When you have clicked on forward, you can then click on Search and you will be shown the screen displayed in figure 8. The breakdown of All, Councils, Water Boards, Provinces and Other allows you to easily find another competent authority. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 15
Figure 8: Forward message When you have made your selection, it will be displayed in the To field. You can then enter and send your message in the normal way. This message will also be included in the Sent messages. Replying to a forwarded message Another competent authority can also forward a message to you. Insofar as the replying to the message, you can choose to reply to the original sender or the person who forwarded the message. You can make your selection by clicking on the appropriate check box. The sending of the message proceeds according to normal. Process of notification messages You will receive a notification message at the chosen e-mail address as a competent authority (see figure 9). This e-mail includes the text that you have received a message in your message box. Make sure you use an e-mail address that is checked regularly and by more than one person, so that the notification also arrives in the case of sickness or holidays. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 16
Figure 9: Example of Notification message As mentioned before, you can chose the frequency of the notification messages in the Settings section. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 17
5. Testing You can test the message box using this manual and a number of test cases in this chapter. The purpose of the testing is on one hand to familiarise you with the message box and its use, but also to familiarise you with the processing of messages. After all, this is a separate channel that has its own way of working. It also helps us to develop the application further, by adding new functions that help you to process your messages for example. You can pass on any comments you may have (see chapter 7 for contact details). What should you look out for whilst testing? The design of the application. Ease of use. Do you understand the use of the buttons? Does the application work in a simple way for you? Functionality. Does this application allow you to do what you are legally obliged to do for the exchange of messages? Is there a demand for more or other functions in relation to the use of the application? The handling process. Does the application offer sufficient support in the process of handling messages? Do you have any process organisation tips for other organisations? The user manual and other information material that has been provided or other support. Did you receive sufficient, or too much information? Is there sufficient support? Entrepreneurs account You have received an account from us belonging to a fictitious entrepreneur. The message exchange via the message box can currently only be started off by an entrepreneur. A competent authority can (for the time being) only reply to a message it has received. Until the Services Act comes into force a message box will be used that does not have any entrepreneurs on board. There are also tests with service providers but they are not in the same test environment. In order to test the message box you can send a message to yourself as a competent authority from the fictitious entrepreneur s account. This account also allows you to find the answer(s) this entrepreneur received, in the same way that a real entrepreneur would see it. How to do this will become clear from the following test cases and corresponding scripts. Test cases You can use the scripts below to put things into practice and to practice with the functions. How to start? Go to https://inloggen.antwoordvoorbedrijven.nl/aselectserver/server Enter your organisation s username and password. Complete the registration form (at least all the required fields, always an e-mail address). Test case 1 Requesting information This concerns a service provider who asks your organisation an informative question about demolition work. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 18
You start as entrepreneur Go to https://inloggen.antwoordvoorbedrijven.nl/aselectserver/server Enter the entrepreneur s username and password (we have sent you these in the letter with the account details). Click on log in. Once you are logged in, click on New message in the message box. Select your own organisation in the To field. For the subject enter: demolition query At the open text field, enter the following text: What rules do I have to adhere to when it is unclear during demolition work whether or not there is asbestos involved? Click on Send. Click on Log out (top right of page) and close the browser. You are now your own organisation Go to the mailbox associated with the e-mail address you provided when you registered your organisation. Open the notification message from 'Contact' in this mailbox and click at the link that is displayed. Enter your own organisation s username and password. The message is displayed in the message box in bold black writing. Open the message from the entrepreneur. Click on Reply. Add your own confirmation of receipt to the message (or copy it). Click on Send. Click on the message from the entrepreneur again. Click on Reply. Enter the answer to the question in the message. Click on Send. You have now answered the entrepreneur s question. The entrepreneur might reply to your answer again. This creates the same cycle. Test case 2 Licence application The entrepreneur wants to apply for a licence or report something (depending what applies to your own organisation). You start as entrepreneur again Via www.antwoordvoorbedrijven.nl (this is only possible if you have already joined Cooperative Catalogues): Enter the name of a license or document behind Search, an outdoor terrace license for instance. Click on Search. Click on the product you are looking for in the search result. Enter the postcode of where your organisation is based in the postcode field. Click on Search. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 19
Click on the link that appears. The local site opens in a new window. For further information see Via your own website. Via your own website: Search for a license or other document in PDF which entrepreneurs can apply for at your organisation. Save this document onto your desktop. Go to https://inloggen.antwoordvoorbedrijven.nl/aselectserver/server Enter the entrepreneur s username and password at the log in details. Click on New message Enter a subject (required) Add the document on your desktop as an attachment. Add text to the message. Click on Send. Log out and close your browser. Your are now your own organisation Go to the mailbox associated with the e-mail address you provided when you registered your organisation. Open the message from Contact that has Notification message box as its title etc. Go to https://inloggen.antwoordvoorbedrijven.nl/aselectserver/server via the link in the message. Enter your own organisation s username and password. Open the message from the entrepreneur. Open the attached document. Click on Reply to message. Enter the confirmation of receipt which you also send when you receive an application by post, or cut and paste it at the message section. Click on Send. Click on the message from the entrepreneur again. Click on Reply to message. Enter the answer to the question in the message. Add the digital license as an attachment. Click on Send. You have now completed the message box s entire cycle. You can try some other cases that are typical of the type of contact your organisation has with service providers. Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 20
6. Conditions of use for test period of message box After you have notified us that you would like to be connected to the message box you will receive a letter from us. The conditions for use and a declaration are enclosed with this letter for you to sign. We will send you your username and password when we receive the signed declaration. The declaration In the declaration, the authorised person in your organisation confirms that your organisation is familiar with the conditions of use and agrees with them. He/she certifies that the request for connection to the message box was made with permission, that you agree with the conditions for use of the message box and that you will keep the details we provided you with safe. This declaration may only be signed by a person in your organisation who is authorised to sign. Should this declaration not be returned within four weeks, the account will not be released. The signed declaration offers the Dutch PSC a guarantee that the account details have been requested by an authorised person and that the entrepreneur is in contact with the correct government organisation when the law comes into force. The role of the authorised person when faults or exceptional circumstances arise In the declaration we also ask for additional details from the authorised person such as job title, name, telephone number and address. We do this because the authorised person is our point of contact for issues to do with authentication and identification. The authorised person receives a unique code from us for this purpose, which we will use when communicating with this person. In the aforementioned exceptional circumstance we will contact the authorised person to verify. Faults and exceptional circumstances include the sending of the account details at the initial connection, the resending of these details, or when there is reason to believe an account is being used fraudulently. The employee registered in the message box may contact our service desk in all other cases, such as user support for the message box (see chapter 7 for contact details). Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 21
7. Contact For any questions or comments please contact the ICTU account management team Service Directive via telephone +31 70-888 7537 or via dienstenrichtlijn@ictu.nl Gebruiksaanwijzing Berichtenbox voor het Dienstenloket 22