The choices for online transactions
A requirement of the Services Directive is that service providers can apply online for licences, permits and so forth that are in the scope of the Directive.
BIS will let local authorities and other competent authorities meet this requirement in one of two ways.
- If an authority offers its own online application process, the Point of Single Contact (PSC) will link to that online service.
- In all other cases, BIS will supply an online application service as part of the PSC.
An authority can offer a mix of its own online applications and BIS’s services for different procedures and change the mix over time, although for any one procedure it can only offer one or the other. This page expands on the Guidance to Local Authorities:
The European Services Directive guidance for local authorities (PDF, 223KB)
What is meant by online transaction?
“Member States shall ensure that all procedures and formalities relating to access to a service activity and to the exercise thereof may be easily completed, at a distance and by electronic means, through the relevant point of single contact and with the relevant competent authorities.” Art 8.1 of the Directive.
This, and other requirements of the directive, has led BIS to conclude that the application should be completely electronic if that is what a service provider wants. In other words:
- Any in scope application form can be completed electronically
- Any other required documents can be sent to the authority electronically
- No hand-written signature is needed
- Payment can be made electronically.
- Follow up correspondence can be electronic
- Approval or rejection must be notified electronically (although it is possible to follow up with paper documents, such as certificates).
Thus, to be regarded as acceptable under the Directive, an online application has to meet all of the above tests.
The user experience
The authority service
If an authority offers its own application process, the user will leave the national business site - businesslink.gov.uk (or the sister sites in Northern Ireland, Scotland and Wales) - and arrive at the front page of the relevant authority application. Registration and/or log-in will take place according to the authority’s wishes and the user can then complete the application. For any application service made ready before 27 December 2009, BIS will place no requirement on the authority as to how the service is offered and how its user journey takes place, other than:
- It can meet the above tests of being an acceptable online application
- A logo containing a link back to the relevant national business site is placed on a web page served upon completion or termination of the application
- The service meets an acceptable level of availability (yet to be determined, but not onerous).
The BIS service
If an authority takes the BIS online service, a normal service provider user journey will look as follows:
- The national business site will display a page which tells the user what they need to do to complete the application, such as provide certain additional documents.
- The user will then register with, or log-in to, the national business site.
- The user will be supplied with a PDF form which can be filled out electronically and stored locally (a handful of applications will offer fully interactive forms). This PDF form will be branded with the authority logo and contain contact details for the authority.
- When the form is complete it, and any required documents, can be uploaded electronically. The form and documents can be digitally signed.
- If a fee is required, the service will link to an authority-supplied electronic payment service and payment by credit or debit card will be made.
- The form and documents are formally submitted to the PSC. At this point the application becomes visible to the authority and it can now process it.
- There will be a facility for a secure and audited exchange of messages, with attachments, concerning the application, with the service provider being told by email that there are new messages available to them.
- The user will be able to view all their applications submitted via this service.
The typical user is seen as the small business owner; however, businesses of any size and advisers such as lawyers and accountants can use the application service, but the user journey will not be tailored for their needs.
What facilities will the online service offer the authority?
The authority user will log in to the application service and securely download the application form and its attachments:
- The service will provide simple tracking of whether the period allowed for a response is being reached.
- The authority will be able to exchange messages securely, including attachments, with the service provider.
- If the service provider digitally signed the documents, the authority will be provided with signature details (it will not need to process the signatures directly).
- The application details will show the payment reference, if applicable.
- The authority will be provided with self-service facilities, for instance to allow it to manage users and roles, manage email notifications, set fees, set contact points to be displayed on the form.
- The authority will be able to link users from its own site to the BIS-provided application forms.
- The first release of the service will not offer back-office system connectivity, but BIS is committed to offering a service that will let authorities and their IT suppliers connect to the PSC application service directly during 2010.
Why my own authority transaction?
- You already have one that meets the above tests!
- It is very important to you that you can connect to your own back office system from the start.
- Your users are mainly large businesses or intermediaries and you have a business case to address this market
- You believe that most potential applicants will come directly to your site, not arrive through the PSC, and you therefore wish to offer them a consistent journey through your site.
- You can tailor the user journey to meet your regulatory needs exactly. BIS’s service will offer a single, national form for local authority procedures and a single style of journey for all types of authorities, which will necessarily limit what can be offered.
Why BIS’s service?
- A service provider will have a more consistent user experience if they deal with a range of authorities.
- You will not need to make a significant investment in IT before the December 2009 deadline and subsequent integration can be tackled when there is a business case for it.
- The BIS service will meet high levels of availability, reliability and security.
- You do not need to invest in digital signature technology.
- The basic service will be delivered for the Directive’s 2009 deadline, enabling you to meet that deadline.
- The basic service outlined here is free.
- You can always develop your own online applications for later delivery.
- BIS will provide phone and email support to authorities during normal working hours.
What preparation will I have to make to use the BIS service?
For transactions involving a fee, you will have to use one of range of payment services. BIS is in contact with the principal suppliers of local authority online payment solutions and hopes this will allow most authorities to re-use their existing solution or select another service if that is not possible.
Authorities will be required to configure their use of the service prior to launch.
Authorities on the GSi network (this includes local authorities using GCSx, or GSX in Scotland), will need to ensure that their users of the PSC can connect to this network. BIS will put special arrangements in place for Northern Irish local authorities and non-governmental competent authorities.
