I just had the most frustrating experience with eFaas, and I need to share it. I went to the hospital today for an orthopedic issue, already in a lot of pain. Then, this app decided to crash on me. It timed out and logged me out.
I thought, “Fine, I’ll just log back in.” I was wrong, so incredibly wrong.
I typed my ID. Then I typed my password. I hit “verify.” I chose “PHONE” for the OTP. And just like that, I was back to the very first page. It asked for consents again. I tried to log in again. Same exact problem. This happened over and over. No OTP, no login, no ID.
I even tried the face scan. It didn’t load. I looked for a QR option, but there wasn’t one. I tried the email OTP, and it was the same loop. I cleared the cache. I reinstalled the app. I switched between Wi-Fi and mobile data. Nothing worked.
I called 1551 three times. Not a single person picked up. I tried the web version, and it was just as broken.
So, because of this, I couldn’t show my ID. I couldn’t see the doctor. I had to go home, still in pain. All of this happened because a government app decided to ruin my day.
And these government officials are talking about “Maldives 2.0.” This feels like digital torture. They are forcing us to use an app that doesn’t work. Even the RTL app has the same issues.
NCIT, please fix your system. Stop this endless loop problem. Answer the phone. And for goodness sake, fix your apps.
The eFaas Experience and Its Challenges
My recent encounter with eFaas was incredibly frustrating. I was at the hospital for an orthopedic appointment, already uncomfortable because of my pain. The app, which is supposed to simplify things, did the exact opposite. It timed out and logged me out right when I needed it most.
This wasn’t just a minor inconvenience. It set off a chain reaction of technical issues. I tried to log back in, entering my ID and password. When I selected the phone for a one-time password (OTP), it sent me straight back to the beginning, asking for consents again.
This frustrating loop repeated itself countless times. No OTP ever arrived, and I couldn’t log in. My ID seemed useless. I explored every alternative the app offered: a face scan that never loaded, a QR code option that simply didn’t exist, and even an email OTP that led to the same endless cycle.
I tried all the usual tech fixes. I cleared the app’s cache. I uninstalled and reinstalled it. I switched between my home Wi-Fi and mobile data. Nothing made a difference. The app remained a closed door.
Seeking Help: A Futile Attempt
Feeling desperate, I reached out for support. I called 1551, the designated helpline, not once, not twice, but three times. Each call went unanswered. It was a dead end.
I then tried the web version of eFaas, hoping it would be a more stable alternative. To my disappointment, it was just as buggy and useless as the mobile app. The same problems persisted, making it impossible to access my information.
Because of these persistent technical failures, I couldn’t show my identification. This meant I couldn’t see the doctor, and I was sent home, still in pain. It was a truly disheartening experience, all attributed to a government application that was supposed to make services easier to access.
The Broader Impact: Digital Transformation or Digital Torture?
This incident made me think about the larger picture. There’s a lot of talk about “Maldives 2.0” and digital transformation. But when basic apps like eFaas fail so spectacularly, it raises questions about the actual progress. Forcing citizens to rely on broken digital tools can feel less like progress and more like “digital torture.”
It’s not just eFaas either. I’ve heard similar complaints about other government-mandated apps, like the RTL app, which apparently suffers from the same issues. This suggests a systemic problem rather than an isolated glitch.
The NCIT (National Centre for Information Technology) needs to address these issues urgently. The “loop bullshit” and unresponsiveness of customer service are unacceptable. Investing in and maintaining functional, user-friendly applications is crucial, especially when they are tied to essential services like healthcare.
Recommendations for a Better Digital Future
Based on my experience, I’d strongly recommend a few key areas for improvement. First, the stability and reliability of the applications themselves need a massive overhaul. This isn’t just about fixing bugs; it’s about ensuring the core functionality works every single time, without endless loops or failed login attempts. An app used for critical services, such as healthcare identification, cannot afford to be unreliable. I’ve heard that for some similar government services in other countries, like Estonia’s e-Residency platform, the focus on robust backend systems and user-friendly interfaces has been central to their success. They prioritize seamless integration and constant testing.
Second, customer support is absolutely vital. When users encounter problems, they need a reliable way to get help. Unanswered phone lines and unhelpful web versions only add to the frustration. A well-staffed, responsive helpline, perhaps even with an in-app chat function, would make a world of difference. Clear communication channels, including readily available FAQs within the app itself, could also pre-empt many common issues. I remember once struggling with another utility app, and their in-app chat feature saved me so much time and stress. It immediately connected me to a human who could guide me through the technical steps.
Third, thorough testing and user feedback loops are essential before launching or updating these applications. It seems like these apps are rolled out without adequate stress testing under real-world conditions. Regular beta testing with a diverse group of users can identify pain points before they become widespread problems. Continuous monitoring of app performance and quick deployment of fixes based on user reports are also critical. Perhaps exploring frameworks for user experience (UX) design and usability testing could provide a structured approach to ensuring accessibility and functionality.
Finally, there needs to be a clear, accessible alternative for when the digital systems fail. Not everyone has a smartphone, reliable internet access, or the technical proficiency to navigate complex app issues. There should always be a simple, physical backup option for identification or service access. This ensures that essential services remain available to all citizens, regardless of digital hurdles. For instance, in some parts of Europe, while digital IDs are encouraged, physical identification documents are still universally accepted and considered primary for official purposes.
These improvements would help ensure that “digital transformation” genuinely serves the public, rather than creating more barriers and frustration. It’s about building trust and making services truly accessible for everyone.
Frequently Asked Questions
What is eFaas?
eFaas is a government application designed to provide digital identification and access to various public services.
What kind of problems did the user experience with eFaas?
The user experienced frequent timeouts, login failures, an inability to generate one-time passwords (OTPs), unresponsive face scan and QR code options, and a general looping issue that prevented access to the app.
Did the user try to contact support for the eFaas issues?
Yes, the user attempted to call the helpline 1551 three times but received no answer. They also tried the web version of the app, which exhibited the same problems.
How did these app problems affect the user’s hospital visit?
Because the app failed, the user could not show their digital ID. This prevented them from seeing a doctor, and they were sent home without receiving the necessary medical attention.
What broader comment did the user make about government digital services?
The user expressed frustration that despite official talks about “Maldives 2.0” and digital progress, fundamental applications are broken. They described the experience as “digital torture” and highlighted similar issues with other local apps like RTL.
What is the user’s main message to NCIT?
The user urged NCIT to fix the app’s persistent issues, stop the login loops, provide responsive customer support, and generally improve the functionality and reliability of their digital applications.
References
E-Residency platform as an example of digital government services.
ISO standards for user experience (UX) design and usability testing.
Take Action!
If you’ve experienced similar frustrations with government digital services, now is the time to speak up. Your voice can drive change. We encourage you to report your technical issues directly through official channels. Contact the National Centre for Information Technology (NCIT) with detailed feedback about your experience. Use their official contact forms, email addresses, or social media platforms to make your concerns heard. Highlight the specific problems you encountered, whether it’s login loops, failed OTPs, or unresponsive customer support. Share your story with local media or community groups to raise awareness. By consistently providing constructive feedback, we can collectively push for more reliable and user-friendly digital tools that truly serve everyone. Don’t let broken apps hinder access to essential services. Your feedback is crucial for building a better digital future for our community.
