Compliance and trust
EnaInbox is built so the town clerk has nothing to object to: minimal data, maximal traceability and an explicit separation from the official entry registry.
We are not the official registry
EnaInbox is the complaints-and-suggestions channel (service charter), not the official entry registry. The form says so and links to the electronic office (e-TRAM) for formal procedures.
GDPR: the town is the controller, we are the processor
Email is the only required field; the name is optional. The town hall is the data controller and we are its processor, under a data processing agreement (DPA). The form shows the GDPR article 13 notice and links to the town’s privacy page.
Automatic anonymisation
Contact data (email and name), photos and stored copies of sent emails of closed requests are anonymised automatically 24 months after closing (each town can adjust it). The statistics are kept. Requests nobody confirms by email are deleted after 30 days.
Anonymous option
Complaints often carry sensitive context (neighbour disputes, social services). They can be sent anonymously: no email, no notifications, same internal traceability.
Photos without metadata
Uploaded images are re-processed and EXIF metadata (including GPS coordinates) is stripped before storage. A photo of a pothole should not reveal where it was taken from.
Zero cookies and bot protection
Citizen pages use no cookies: the language comes from the address or is kept in the browser. The public form is protected against automated submissions with a honeypot field, a Tor-network block and, when enabled, Cloudflare Turnstile.
Automatic suggestions, not decisions
The back office proposes category, department and priority from keywords in the text. It is always labelled as an automatic suggestion and a person decides. No decision about the citizen is automated.
ENS and hosting
The application and database are hosted in the EU (Frankfurt), with an audit record of every status change, daily backups and role-based access. The sub-processors (email delivery, backups) and the transfer mechanism for each are listed in the DPA. We are working towards Spain’s ENS basic-level conformity.
Accessibility
Citizen pages target UNE-EN 301 549 / WCAG 2.1 AA: semantic HTML, labelled inputs, visible focus, contrast. “Grandma can file the complaint” is design requirement number one.