Questions/Answers about NemID, mandatory digital self-service and Digital Post. NemID FAKTAARK HJÆLP TIL KOMMUNIKATIONEN MED BORGEREN

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1 Questions/Answers about NemID, mandatory digital self-service and Digital Post NemID What is NemID? NemID is Denmark s common logon solution for public self-service, online banking, etc. Who can get NemID? You can obtain NemID when: You have a Danish CPR number You have reached the age of 15 You are able to meet the ID requirements. All nationalities can obtain NemID. How do I get NemID? You can obtain NemID through personal appearance at a citizen service centre (Borgerservice). You must bring valid ID (e.g. passport) as well as documentation of your CPR number. If you make an online banking agreement with your bank, you can obtain NemID via the bank. For more information, please contact your bank. Which forms of ID can I use? You can use, for example, your passport as well as documentation of your CPR number. See the list of valid ID on or How do I log on using NemID? When you log on, you enter first your User ID and your Password, and then a code from your code card. Where can I use NemID? NemID is Denmark s common logon solution for public self-service, online banking, etc. At you can find a list of services where you can use NemID to log on. How do I get a new code card? A code card is automatically sent to you when there are only 20 codes left on the code card. If you lose your code card, you can order a new one and block the old one at Can I use the NemID I have received from the bank? Yes, but you need to order a public digital signature before you can use your NemID from the bank for public services. If your bank has provided adequate

2 proof of your identity, you can order a public digital signature by logging on selfservice at If your bank has not provided adequate proof of your identity, you must appear in person at the citizen service centre (Borgerservice). Bring your passport or other ID with you. May I receive help with NemID? Yes. You are allowed to receive help when ordering, activating and using NemID provided you personally enter your password, which no one else is allowed to know. May I pass on my NemID to others? No. NemID is strictly private and equivalent to a signature. You are not allowed to disclose your NemID password to anyone. What do I do if I cannot obtain NemID? If you are unable to obtain NemID, you may be eligible for exemption from mandatory digital communication. It may be, for example, that you cannot provide adequate proof of your identity or that you are unable to administer an NemID account due to, for instance, a physical or psychological disability, language barriers or similar. Mandatory digital self-service Why has mandatory digital self-service been introduced? For the vast majority of Danes today, it is already natural to use the Internet to, for example, book travel, buy books and communicate with family and friends. The public sector therefore has a unique opportunity to meet the natural demand of citizens to communicate and interact with the public authorities easily and securely from home. Digital self-service thereby offers citizens and businesses a new and more flexible service delivery. By making selected digital solutions mandatory and at the same time providing help and guidance to those who need it as well as exemption possibilities for those who do not have the opportunity to use the digital solutions, the public authorities are afforded the best possible preconditions for realising the benefits offered by digitalisation (e-government). Digitalisation is a tried and tested tool for improving and modernising public service delivery. For each form which does not need to be keyed in and for each letter which does not need a stamp, the public sector saves money. This is money which can be spent on, for example, health, education and care or on stimulating growth and increased productivity in companies. After digitalisation has been fully phased in by 2016, the public authorities expect to be able to save approx. DKK 900 million per year simply by citizens using self-service solutions in a number of selected areas. In addition, mandatory digital post is expected to provide an annual saving of up to approx. DKK 1 billion.

3 In which areas is digital self-service mandatory? At you can see which areas have transferred to mandatory digital communication. What do I do if I cannot use a computer? You can obtain help with digital self-service and digital post at, for example, the municipality s citizen service centre (Borgerservicecenter) or at libraries. There are plenty of opportunities to get an introduction to IT if you have not yet learnt how to use a computer e.g. at one of the many IT teaching venues of elderly organisations, at evening schools or at libraries, where there is particular focus on helping citizens to access and use the public self-service solutions. What do I do if I do not have Internet at home? The vast majority of Danes already have access to a computer and Internet at home. This applies to approx. 91 per cent of year-olds. To meet the needs of the few citizens who do not have computer or Internet access at home, it will be possible to use a computer for digital self-service at the citizen service centre (Borgerservicecenter) and at libraries free of charge. Can I obtain help with mandatory digital self-service? Public authorities continue to have a fundamental duty to provide advice and guidance. This applies also in relation to helping citizens to report information in digital form. You can obtain help with digital self-service and digital post at, for example, the municipality s citizen service centre (Borgerservicecenter) and at libraries. There are plenty of opportunities to get an introduction to IT if you have not yet learnt how to use a computer e.g. at one of the many IT teaching venues of elderly organisations, at evening schools or at libraries, where there is particular focus on helping citizens to access and use the public self-service solutions. What do I do if the self-service solution is only in Danish? What do I do if I am disabled? Can I be exempted from mandatory digital self-service? Yes. The following are examples of persons who (in some cases) may be exempted: Persons with a physical disability Persons with a cognitive function impairment (incl. dementia) Persons with a psychological disorder Persons who are socially deprived or homeless

4 Persons without IT skills Persons with language difficulties Persons with severe dyslexia It is the public authority which decides how the citizens who cannot be served digitally are to be served (e.g. by means of printed forms, by phone or by appearance in person). How do I become exempted from mandatory digital self-service? You must contact the public authority responsible for the solution. Digital Post What is Digital Post? Digital Post is your online letterbox for digital post from the public authorities. Who is required to use Digital Post? From 1 November 2014, all citizens who have a CPR number and are over 15 years of age must be registered for Digital Post. How do I get a digital letterbox? You can register for Digital Post at or at (also in English). Who can send to my digital letterbox? You can register both public and private senders. From 1 November 2014, all public authorities will send correspondence to your digital letterbox if you have one. Can I send post from my digital letterbox? Yes, you can send post from your digital letterbox to a large number of public authorities. Is Digital Post similar to an ? No. Your private mail is not as secure as your digital letterbox. By using your digital letterbox to write to and receive digital post from the public authorities, you can be sure that: No unauthorised person is able to read your digital post No one can pretend to be you and send digital post in your name. Letters sent to you by public authorities as digital post is secure digital communication because the digital post is: Encrypted, i.e. protected in such a way that no-one can access it en route to your digital letterbox. Digitally signed with the public authority s digital signature. Digitally signed by you using NemID.

5 Can I be exempted from Digital Post? If you are unable to use Digital Post, you can be exempted by contacting your local citizen service centre (Borgerservicecenter). As a general rule, exemption is granted for a two-year period. In order to be exempted from mandatory Digital Post, you must fulfil one of the following exemption criteria: Cognitive function impairment, in which the impairment prevents the citizen from receiving his/her post in digital form. Physical function impairment, in which the impairment prevents the citizen from receiving his/her post in digital form. Lack of home access to a computer with Internet connection. The citizen is registered in the CPR database as no longer living in Denmark. Termination of permanent residence in Denmark. Language barriers. Practical difficulties in acquiring NemID. The citizen s home address lies in an area where there is no access to a broadband connection with a calculated downstream speed of at least 512 Kbit/s. The exemption criteria and procedure for exemption from Digital Post will be finalised at the end of 2013 and the beginning of How do I become exempted from Digital Post? You can apply for exemption from Digital Post from summer The expectation is that you must go to the citizen service centre (Borgerservicecenter) in your municipality, where you will need to complete and sign a solemn declaration form.