They have a new ID, but they don't know what to do with it

The majority of citizens who replaced the old one with an electronic identity card (eLK) did not activate that document because they either do not know that they should, and if they do, they do not know how to do it. Among those who did not activate the new personal ID are those who lost the passwords that are assigned when downloading that document, so they are forced to replace the eLK already.

Experience also shows that citizens are not sufficiently informed about the possibilities offered by the electronic identity card and most use it as a substitute for a health card, while few use eLK for digital signing.

This was briefly demonstrated by the "Vijesti" questionnaire about the new personal, which was filled out by 718 portal visitors in less than three days.

Based on the Law on Amendments to the Law on Identity Cards, the Ministry of Internal Affairs (MIA) was supposed to start issuing electronic identity cards on March 30, 2020. However, it was postponed until the summer of the same year, in order to prevent the spread of the coronavirus epidemic. According to the data of the MUP, from June 2020 until the beginning of May, about 200 citizens applied for that document.

Compared to the old personal one, the electronic one is "smart". Both can be used for identification in the physical world. The electronic ID, however, can be used to prove identity in the online and digital space, and it is also possible for citizens to digitally sign documents using it.

"Unlike the still valid identity card, which contains personal data (which are laser engraved and visible on the identity card), biometric and other data, the new eLK also contains certificates - a certificate for electronic identification and a certificate for a qualified electronic signature. The purpose of the certificate for electronic identification is the use of personal identification data in electronic form that unambiguously determine a legal entity, a natural person or a natural person in the capacity of a registered entity, i.e. its primary purpose is to prove identity when using available electronic services", explained earlier from the Ministry of Interior and department of public administration.

To be able to use certificates with eLK, that document must be activated.

The ID card is activated by swiping through the card reader. For activation, it is necessary to enter the data obtained when downloading that document - PIN and PUK code. The reader can be an integral part of the computer, it can be purchased independently, and there is also a campaign of the MUP and the Ministry of Public Administration in which 10 thousand of these devices will be distributed.

Of the 718 visitors to the "Vijesti" portal who filled out the questionnaire "Do you have and how do you use an electronic identity card?", 283 have a new identity card. Of that number, only a third activated that identification document, while 181 did not. As the reason why they did not do it, almost half (98) stated that they did not even know that activation was necessary. Among those who have already replaced the old one with an electronic identity card, but have not activated it, there are most of those who do not even know how to do it (104). A smaller number, 28 of them, stated that they had lost their PIN/PUK.

PIN/PUK are the data found in the envelope that you get when you download a new ID. In addition to being used to activate the document, the same data are later used when signing up for electronic services, so it is necessary to remember them or save them safely. In case the PIN/PUK is forgotten or lost, it is necessary to submit a request for eLK replacement.

Visitors to the "Vijesti" portal who filled out the questionnaire "Do you have and how do you use an electronic identity card?", were also asked to briefly describe their experience from the day they downloaded the eLK - whether they received basic information about the document in the MUP, until its actual use. service...

The questionnaire showed that the majority of those who have an eLK (87) now use that document instead of the health card, and only a small number of them (25) use the "smart" ID to sign digitally.

Few who filled out the questionnaire state that they received clarifications from the MUP employees regarding eLK, and those who did, are generally not satisfied.

"I got a PIN, I don't know what it's for", "yes, I got some information, but I don't know what all the possibilities eLK has", "yes, I got the basic information, only the electronic signature can't be used anywhere because there is no of a reading device, as far as I understood", "I received information on paper, quite short and short", "I received information that a reader is needed, which I do not know if it exists in Montenegro", these are some from the answers to the "News" questionnaire in the part where visitors to the portal described their experiences.

"I only use the new ID card as a health card and an identification document. When I took it over, no one told me anything about what the new LK can be used for. Everything I know about it, I found out through the media," writes one of the visitors to the "Vijesti" portal who filled out the questionnaire.

In order for eLK to be used as a health card, it is necessary to confirm this in one of the branches of the Health Insurance Fund (FZO), where most citizens actually activate a new personal card. When eLK is used instead of health, it also means that the eLK number must be entered on the ezdravlje.me portal in the future - the health number is no longer valid for logging into the system.

The fact that because they want to use eLK instead of a booklet, they have to go to the FZO, some of the visitors to the portal who filled out the "Vijesti" questionnaire consider it burdensome and complicated for citizens.

"Especially for the elderly population, but also for employees. People don't have time, first of all to wait in lines for a personal one, and then to wait for activation...", states one of the readers of "Vijesti".

"I don't see why it wasn't activated when I downloaded it. Nor why it does not automatically become a health card. I didn't know anything about the fact that I can use it online", is the experience of another.

One of the younger respondents also assessed that the eLK activation procedure itself is complex.

"I'm 23 years old, I'm quite good with new technologies, however, the eLK activation process is so complicated, it requires the installation of several software supported only on Windows OS... There are many flaws, the system is too complicated, especially for the elderly," he wrote.

"I have not received any information. The process is too complicated even for computer-literate people, including myself. As I use Apple devices, there is no option to activate. Freaky system with freaky preparation and implementation," writes another.

In one response, it is also stated that the website on which there are explanations regarding eLK (https://www.gov.me/mup/elk) "is not very user friendly and completely clear".

"I try to use eLK as often as possible, but unfortunately there are not many e-services that work," adds that reader.

The largest number of those who filled out the survey, describing their experience when downloading the eLK, stated that they were told by the MUP that this document can be used as a health document. One of the visitors to the "Vijesti" portal also states that there is not enough information related to the digital signature - "how, in which cases it can be used by state authorities and others".

According to the visitors of the "Vijesti" portal who filled out the questionnaire, they also use the electronic ID card to issue a fiscal invoice as natural persons, eLK is also used for the registration of a one-member LLC (https://efirma.tax.gov.me). .

The Ministry of Justice and the Ministry of Internal Affairs recently announced some new electronic services, including viewing the register of fines, paying property taxes, registering and scheduling a wedding (initially only on the territory of the Capital City), submitting an e-application for accommodation in a student dormitory, and it is also planned to extend electronic registration, along with state educational institutions, to private kindergartens and colleges.

For the issuance of a new ID, the same fee is paid as before - five euros. Old ID cards are valid until March 30, 2025 at the latest.

How to get a free reader

MUP and MJU recently launched a campaign to award 10 free readers. Of these, 7.000 devices will be distributed to the general population, while 3.000 readers will be allocated to communities most at risk of marginalization.

The right to a free reader is available to everyone who submits a request for the issuance of an eLK in one of the regional units of the MUP. When applying, they will be given a flyer with a QR code along with the confirmation, the scan of which leads to a short questionnaire. After filling out the questionnaire, applicants for eLK will receive a confirmation in the return e-mail containing their personal name and the number of the request for issuing a new personal ID, along with which, when downloading that document, they will also receive a free reader.

Once they receive eLK and activate it, citizens can use it for some of the e-services: to submit a request for the issuance and delivery of a permanent extract from the birth register, certificates of residence and citizenship, submit a request to change the address of residence, request to obtain a certificate from the register of criminal or misdemeanor records...

Issuing a certificate from the register of criminal/misdemeanor records is the only paperless and fully electronic service. The Ministry of Justice implements this service in cooperation with the portal edostava.me.

The allocation of free readers is realized in cooperation with the UNDP office in Montenegro and with the support of the Delegation of the European Union.

The fund can, the MUP can't

The Ministry of Internal Affairs clarified earlier that their officers cannot activate citizens' personal certificates "in order to protect and secure the data contained in the envelope" and "because in that way they would come into possession of the said data".

Citizens, however, mostly activate eLK in FZO branches, where they are potentially exposed to the same risk as would be the case if they activated eLK in the MUP.

In order to avoid this, there are keyboards in front of the counter in the FZO, at least in Podgorica, through which citizens can enter their secret data (PIN/PUK), without the need to communicate this data to the Fund officials.