GEMS

Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Version 2
Date Released: 17th February 2011

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

Creating User Accounts

1. When creating a user in Government portal, an error message saying User ID and NIC/Passport
do not match is displayed, and I am not able to proceed. What should be done?
This error is displayed because a user account already exists with the same National ID card number
(NIC). Please search and ensure that an account exists under that organization using the ID card
number. If not, please send a copy of the ID card (with both sides) to helpdesk@ncit.gov.mv
2. While creating a user in Government Portal, an error message saying User ID Already Exists.
Please choose another is displayed, and I am not able to proceed. What should be done?
This message will be displayed if the User ID entered, has already been used by another person. In
this case please choose another User ID as the same User ID cannot be used more than once.
3. While creating a user account in Government portal, an error saying ID does not pass DNR
check is displayed. What should I do?
Please ensure the following checks:
Check if the National ID card expiry date is less than 3 months. Please note that an account
cannot be created using an expired ID card or if 3 month is remaining to the expiry of the ID
card.
Date of Birth should be in DD/MM/YYYY format.
Check if the ID card number is entered in the A000000 format.
Check if the ID card serial number (at the back of the ID card) is entered in SN0000000 format.
If all the above check is passed and you are still facing the same issue, please send a copy of the ID
card (with both sides) to helpdesk@ncit.gov.mv

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

Accessing Government Portal

1. What is the recommended browser to access the Government portal?

Internet Explorer 8.0 or latest

Firefox 3.6 or latest
Chrome 7 or latest
Opera : 9 or later

2. When trying to change the password the system does not allow the password entered, what is the
minimum password complexity level?
To change the account password, user should use a new password consisting of a simple letter,
capital letter, a number or special character and the password length should be 8 to 15 characters.
Note: Past 3 passwords cannot be re-used.
3. I still havent received my Government Portal password to my email?
Your email client might have filtered the email as SPAM. Please check your Junk or SPAM folder. If
not found, please send an email to the GO Admin of your organization requesting to reset the
password. Request should be sent using the same email provided in your User Account Creation form.
4. How can I access the Administration Portal?
Please proceed to this URL https://intranet.egov.mv/G2GAdminWeb/Adminlogin.aspx and login to the
portal using the same User ID and password issued for G2G portal. For Quick access Please go to
Government portal Home Page and click the e-Gov Administration Portal link under the Quick Links
side panel. Note: not all users are required to access this portal.

5. Why am I not able to access www.egov.mv (Government portal)?

Government portal will be only accessible from a government organization which is connected to
Government Network of Maldives (GNM).
6. Although all PCs in our Organization is using GNM connection, some of the PCs still redirect to
the Citizen Portal when we enter www.egov.mv. How can I resolve this issue?
Please clear all the browser cache/ history and close all the browser windows. Open a new browser
window and enter www.egov.mv or https://cms.intranet.egov.mv/Default.aspx and you should be able
to access the Government portal.

7. I am unable to login to the Government portal Your account does not exist is displayed?
Please ensure the following checks:
Check if you are entering the correct User ID (upon creation of the user account the User ID will
be sent to you via an email)
Re-confirm that you are trying to access the Government portal not the Citizen or Business portal
(URL for the Government portal is https://cms.intranet.egov.mv/Default.aspx).

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

8. I am unable to login to the Government portal Your account has been locked is displayed?
If you are not a GO Admin, please send an email to the GO Admin of your organization requesting to
unlock account. Request should be sent using the same email provided in your User Account
Creation form.
Note: Your account will be locked if you enter the wrong password more than 6 times.
9. My Government portal password has been expired and I am not able to login to the portal, how
can I get a new password?
If you are not a GO Admin of an Organization, please send an email to the GO Admin of your
organization requesting to reset account. Request should be sent using the same email provided in
your User Account Creation form.
If you are a GO Admin, please send the request to helpdesk@ncit.gov.mv. Request should be sent
using the same email provided in your User Account Creation form.
10. I have forgotten my password. How do I get a new password?
Step 1: Open the G2G portal using the https://cms.intranet.egov.mv/Default.aspx link and click to
Forgot Password function as shown below.

Step 2: Enter the user details displayed in the below screen and click submit.

Step 3: When successfully changed a message will be displayed and the new password will be
sent to the Registered email of the user.
NOTE:
If invalid username is displayed, check whether the entered use name is correct.
Check this with the Administrator.

If Your ID number or email address does not match the information provided
during registration re-check the entered details.

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

If Your account has been locked send request to helpdesk and if you are a user.
Send request to the respective GO Admin to unlock your account.
System generated password will expire within 3 days.

11. I am unable to login to GEMS. Hence it displays an error Error authenticating. Error
authenticating user. Logon failure: unknown user name or bad password.
If the above mentioned error is displayed, first go to https://intranet.egov.mv/g2gweb/Default.aspx and
then login to your account with the password received at your email. Change the password from that
portal and then login to GEMS new version with your new password.
Note: Not every user faces this situation, but for the staffs that face this issue, please follow the above
mentioned step to login.

Roles and Responsibilities

1. Can we assign more than one staff with Dispatch or Entre Role?
Yes. You can assign as many staff to Entre and Dispatch Role required to carry out the work of the
Entre and Dispatch. It is recommended that if the staff requires only to generate letter number, to
assign the role of Enter Outgoing Mail (the role has the necessary rights to generate reference
numbers).
Note: Only staff who will be carrying out Entre and Dispatch task should be allocated the Entre and
Dispatch roles.
2. What is the Role of a GO Administrator?
The GO Administrator account will have the access to create, update, lock/unlock and
activate/deactivate user accounts(s) within the organization. With necessary approval process in
place, GO Administrator will also be responsible for maintaining the organization structure of the office
in the e-Government system.
GO Administrator should ensure that all the users within the organization are able to access
Government portal.
3. What is the Role of a GEMS Administrator?
GEMS Administrator is the person assigned to administer and maintain all mails, mail cases and
dispatcher lists of the organization.

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

Government e-Letter Management System (GEMS)

General
1. How would the system generate the Letter Reference Number?
Letter reference number will be automatically generated by the system, based on the Organization
and type of mail selected by the user.
2. Can a mail record be accidentally deleted from GEMS?
No. The system does not allow any users to delete mails after it has been entered into the system.
However if a mail has been wrongly sent, the mail can cancelled by specifying the reason for
cancellation (i.e. the record will still exist in the system as a cancelled mail)
3. What if the government organization/ state owned company is not listed in organization dropdown
list?
Please a request to add the Organization to the list, via email to helpdesk@ncit.gov.mv with the
following details.
Organization Name
Organization Code/ Ref No.
Building Name
Street Name
Atoll
Island
Starting Reference Number
4. How will the system maintain confidential documents?
Confidential document must be in PDF format and password protected (encrypted) to control access
to the document and restricting features such as printing, editing and viewing.
Please follow the below link for more details on how to carry out this encrypt and decrypt the
docuemnt.
https://intranet.egov.mv/G2GWeb/CMSPages/NCITG2G/NCIT/English/Attachments/StandardOperatin
gProcedure__10May10__AA03_DFT.pdf

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

Entree of correspondences received

1. Do we need to print and file letters that are received via GEMS?
Yes. It is required to attach an original scanned copy of the correspondence in the mail record before
sending to the respective organization(s). Hence there is a need to print and file one original in the
organization. However a softcopy of the correspondence can be shared within departments/sections
using GEMS
2. What is the recommended resolution for scanning attachments?
Recommended resolution is 150 dpi (black and White)
3. What is the recommended file type for attachments?
The recommended attachment file type is PDF format.

Dispatch correspondences
1. Can we allow multiple users to generate letter reference numbers?
Yes. GO Administrator can assign the Enter Outgoing Mail role to the authorized users to allow them
to generate mail reference number from GEMS.
2. Will GEMS provide reference number for all correspondences dispatched?
Yes. NCIT will initially set the starting reference number (by default set to start from 1000) for each
organization. Once set, GEMS will generate reference numbers for all type of mails.
3. What is the file size limit for attachments?
A single attachment should not exceed 10 MB.
Total file size limit for multiple attachments should not exceed 50 MB.
4. How can I check whether the mail has been successfully sent to the respective recipient
organization?

Copy the External mail reference number.

Go to Mails by Case tab and Paste the External Mail Ref. No in the Search field
Select By Ref Num and click Search button.

It should result two records of the same number as show in the below figure.
Where the (I) record indicates the internal reference number generated for the recipient organizations
and (O) record indicates the outgoing mail record generated at the sender organization.

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

Access to functions and mails

1. Do all the users get rights to view all the mails received to the organization?
No. User will only be able to view mails for which the user has been granted access by the GO
administrator with proper approval from the head of administration section. For example: if user is
only given access to view mails belonging to a specific section, user would be able to view and
access mails belonging to that section alone.
2. Nothing is happening when I click the Attach Softcopy link in Outgoing mail page while creating
a new outgoing mail, what should I do?
Please ensure that your internet browser does not block popup windows. To turn off pop-up
blockers please perform the following steps.

Click to Tools menu from the menu bar

Select Pop up blocker from the list
Click to Turn off pop up blocker

Copyright 2009 NCIT. All Rights Reserved.

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Frequently Asked Questions (FAQ)

3. I am not able to open or download the file attached in the mail?

Default setting of your browser might be disabled to download the attachment/ files. To confirm and
enable please perform the below steps:

In Internet Explorer, go to Tools > Internet Options

In the Internet Options window, select Security tab
Click "Custom level..." button
From the Settings section, select "Enable" for
"Automatic prompting for file downloads"
Click "OK", and "Apply" to save the settings.

Copyright 2009 NCIT. All Rights Reserved.

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