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mygov portal questions

FAQs  related to mygov.mt portal.

The information provided in the answers should serve only as guidance and does not have any legal force.  For online live FAQs updates refer here

WHAT ARE THE TERMS AND CONDITIONS OF USE OF THE e-ID?

The Terms and Conditions of use of the e-ID and ID Card for Maltese Nationals can be read from  here.

WHAT IS mygov.mt AND HOW DO I USE IT?

my gov.mt is a web portal where Citizens and Businesses are able to access all of the Government's services available on the Internet in a secure and integrated way. The Portal is a central interface for all e-Government services and uses a process that allows Citizens to log in once and access all these services without having to log in for every different one.

The e-ID offers you a simple method of identification and authentication to access  my gov.mt services from a computer at their home, office or Local Council. The e-ID is free of charge, is available to all ID Card holders, and does not expire.

Click  here for instructions on how to register and activate your e-ID.  

HOW CAN I USE mygov.mt's HELP?  

my gov.mt presents you with a comprehensive context sensitive help system, in both video and text format. Whenever required, a HELP link is made available within the menu bar (black bar), along with an FAQs link (this link). When clicking on the HELP link, a new window will be loaded showing all the possible actions you may carry out through the current screen. For each possible action, a link to an animation showing all the steps required and their corresponding textual descriptions is provided. 

WHAT IS THE SIGNIFICANCE OF THE ICONS USED THROUGHOUT THE PORTAL?

Most pages start with introductory text presented by the e-Government Assistant. Throughout other parts of the portal icons are used to represent key sections of the site. The following is a brief guide of what the icons stand for:

This icon represents selections of help text which are specific to a certain section of  my gov.mt (e.g. how to use the My e-Government services section). When you do this additional text will appear on the screen. When you are finished reading it, you may click on the icon again to hide this help text.

This icon represents key help text for a particular webpage. This is not an active icon and nothing happens if you click it.

This icon represents a point of information about the portal itself (e.g. a site map, privacy statement).

This part of the portal will guide you to contacting us when you need to. 


WHAT ABOUT MY PRIVACY?

Strict separation of duties in the registration and verification and authentication processes further enhances the trust and security of the system and the services being offered to the public. An e-ID Number and password is sent to you by e-mail, whilst a PIN activation code is sent to the registered address by post. The Citizen remains in control of his/her personal data and can access this personal information being stored and processed by Government. 

Contact e-ID Registration Office

e-ID Registration Office
Identity Malta Agency
Gattard House - Electronic Identity Office
National Road
Blata l-Bajda, Malta

Contact e-ID Helpdesk  

- send an email at -  info@mygov.mt

An email may be sent at the email account above. One may consider to include his/her ID card number details.

- contact our Helpdesk - Tel 25904300

One may wish to call our Helpdesk

  • Mon to Friday 0800hrs - 1400hrs
  • Wed 0800hrs - 1400hrs 1500hrs-1800hrs
  • Sat 0800hrs - 1100hrs

- use the Ask a Question functionality in myGov portal – preferred method

Selecting the above functionality, one may request for e-ID Helpdesk assistance or relate his issue directly to a Service Provider. An email is triggered accordingly.

WHAT IS A ROLE IN mygov.mt

A role is the capacity in which you are using  my gov.mt. In many cases this is you in your own personal capacity and the services which you need will appear in the section called "My Services". The other roles you may have are tied to either a Delegated function (by another person) or to an Assigned function (by an Organisation by which you have been engaged). In both cases you are entrusted to use the e-Government services on the other Person's or Organisation's behalf. In these cases the names of these Persons or Organisations will appear on top of the "My Services" section on the left hand part of the screen, and the services which you may use on their behalf will appear just below. The Delegated and Assigned e-Government services will also appear under the appropriate category in the list of "My e-Government Services" in the "Manage e-Government Services" under "My Services".  [back]

WHY SHOULD I APPLY FOR AN e-GOVERNMENT SERVICE?

There is a large number of e-Government services available and  my gov.mt allows you to select those that interest you and then personalise the portal according to your needs. In this way the services you use are not presented to you amid a long list of others which you may not need. In the case of some services, the Service Provider needs to make sure that you are authorised to use it (e.g. when a service is meant to be used only by medical doctors). In these cases the service is not provisioned immediately but will need an intervention from an authorised officer – we strive to grant you access in the shortest time possible 

HOW LONG DOES IT TAKE TO APPLY FOR AN e-GOVERNMENT SERVICE?

The application for an e-Government service takes little time to complete electronically as you follow a short step-by-step process. In many cases the service is then provisioned automatically and you may start to use it immediately. However, in the case of some services, the Service Provider needs to make sure that you are authorised to use it (e.g. when a service is meant to be used only by medical doctors). In these cases the service is not provisioned immediately but will need an intervention from an authorised officer – we strive to grant you access in the shortest time possible 

Electronic Identity Subscriber Agreement

Please click on this  link to download the Electronic Identity Subscriber Agreement 

Service complaint procedure – e-ID Registration Office

If you are not satisfied with our service and think that we have failed to maintain our service delivery standards for these services and you want to lodge a complaint, you may write to us at the following address:

Identity Malta Agency
Gattard House - Electronic Identity Office
National Road
Blata l-Bajda, Malta
or sending an email at: info@mygov.mt

We will send you a full reply within five (5) working days of the receipt of your complaint. Where, due to the nature of the complaint it is not possible for us to forward a reply within these five (5) working days we shall inform you in writing of such a delay.  [back]

WHICH BROWSERS AND OPERATING SYSTEMS ARE SUPPORTED BY myGov?

The following browsers and operating systems are supported by myGov:

  • Internet Explorer, tested up to version 11 on Windows OS up to version 10
  • Firefox, tested up to version 43
  • Google Chrome, tested up to version 48
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