These FAQ's are aimed at all 32 local authorities. Because some LA's offer different services / have slightly different processes / offer localised services these are very general. You may wish to personalise some of the relevant information for your Customer Services staff.

General questions relating to the NEC Programme

What is it the National Entitlement Card?

The National Entitlement Card (NEC) is a smartcard which has been introduced by The Scottish Government in partnership with Local Authorities to provide easier access to a wide range of services (transport, education, libraries, leisure, payments, concessions, proof of age/entitlement) using one card rather than many. This is cheaper to administer and more convinient to use. It is similar to a bank/credit card, containing a microchip that holds details of the services an individual can access.

What is the card currently used for?

Local Authorities: for local library, leisure, cashless catering / free school meals, secure door entry

Transport: for national concessionary bus, rail and ferry travel; for local transport concessions (bus, rail and taxi)

Justice: National Proof of Age Scheme

Education and Young people:

Young Scot Card and a range of national concessions (including travel, retail etc)

Councils across Scotland are offering a range of services using the National Entitlement Card (see your own Council for details or www.entitlementcard.org.uk).

Who is eligible for a National Entitlement Card?

Anyone permanently resident in Scotland. There are 3 specific groups:

Does everyone in Scotland have to apply for a card?

No. There is no intention to issue cards to the whole population, but cards will be available to those who wish to have one. This will depend on what services local authorities offer and whether they wish to use the card to provide access to these services. Where it is necessary to hold a card for a particular service, such as concessionary travel, customers will require an NEC. This is no different to how previous travel schemes have operated.

What information is printed on the card?

Your name and photo will be printed on the front of the card, along with a unique card reference number. There may also be a symbol to indicate what travel concessions the cardholder is entitled to. Young Scot branded cards (optional branding for 11-25 year olds), also have printed on them the cardholder's date of birth for proof of age purposes.

What information is contained in the card?

Because the NEC is a smartcard, it holds a chip, which contains the minimum information needed to manage the services on the card. This includes basic personal details (i.e. name, house number and post code, date of birth and gender) as well as, in some cases, information needed by the services the cardholder has applied for (e.g. library card number and/or leisure card number).

What is a smartcard?
A smartcard is a computer on a credit card sized piece of plastic. As with a computer, there is a processor and memory in the card. The smartcard's processor and memory takes the form of a small microchip which is embedded in the card. This microchip can be more or less powerful depending on the services you wish to access with the card.

How does the card work?

It works by introducing it to a suitable card reader. This will look at only the information the reader has been told to look at and allow you access to the service/entitlement the cardholder is using at the time.

What information is read from the card?

This will depend on the service being accessed, but no personal information is exposed when the card is read.

In the case of concessionary travel the concessionary 'ticket' is contained in the card chip, and it is this ticket which is read when introduced to a suitable reader on the buses.

In the case of most other services it is only the reference number (e.g. cardholder number or library number) which is read and the card merely acts a cross reference to the service record.

All 'transactions' need a special password in order to read the chip on the card. Service providers only have the password which will access information for their relevant sector - a leisure supplier cannot open a library sector, for example, and is not even aware of the library sector position on the card. In other words, nothing is captured which would allow LA's to cross reference to other systems.

Transaction data and personal information are kept apart and there is a fundamental rule that transaction data "belongs" to each individual application provider using their own referencing with no cross reference between applications. Transactions are invisible to the NEC scheme and reporting on such things as concessionary travel is de-personalised.

What information is held centrally?

The only personal information held is on the card management system (InNovator) and are those details necessary to print or re-print a card for an individual. This includes name, address, a unique reference number, card number and date of issue (plus any information relating to the re-issue or replacement of a card).

A card holder wants to see the information held on them

Card holders will be able to see the data that is held about them on the card management system and can request a copy of this information from their council. Such requests should be processed as a normal Data Protection one.

Who has access to cardholder details?
Only authorised users within your Council has access to the records of their own residents. Transaction data in relation to individual services will continue to be held separately by local authorities and the only people able to access an individual's data will be those who are responsible for delivering these services, whether these are concessionary fare services, library or leisure services etc. This is no different from previous systems.

The National Entitlement Card Programme Office also has access to this information, but only for the purposes of helping to solve queries/problems. The companies who provide the card management and card fulfilment services also have access but only for the purposes of producing cards and maintaining records in accordance with the local authority requests.

Who is the data controller?

The local council.

Can the card be copied?

No. The card chip is very securely encrypted and uses a number of security techniques in order to ensure its integrity.

Is it an ID card by the back door?

The National Entitlement Card is not an identity card. The NEC is entirely voluntary. The NEC application process makes clear commitment to the principles of the Data Protection Act and in particular the rules on data sharing. All data disclosures are registered and this does not include data sharing for the purpose of establishing an National Identity Register.

Furthermore, the process to obtain a card does not require the applicant to provide any additional personal information or proof of identity than has always been the case. Registration requires documentary evidence dervied from other registration processes such as a passpport or driving licence so the personal information is already held on a database. Most importantly, we do not capture anything which would allow us to cross reference to these other systems.

It does not prove nationality nor contain any biometric data. Its use is to show that individuals are entitled to particular services that they have requested

If the NEC is a voluntary scheme, why do citizens have to have it to gain their concessionary travel?

The concessionary travel scheme is a national scheme and therefore it needs to be a national card which is recognised and works as an electronic ticket across Scotland. It replaces numerous local cards which only worked in local areas. People can choose to have other functions (like library card and leisure services) on the card. This is no different to how previous travel schemes have operated.

Can citizens access services such as library, school dinners and/or leisure without an NEC?

Yes. The NEC is voluntary so there will always be an alternative means to access these services.

Will the use of the Entitlement Card for concessionary travel, mean that cardholder's journeys will be tracked?

No. Concessionary travel journeys need to be recorded so bus operators can be reimbursed with the costs. In time, buses will be fitted with automated card readers which will automatically record the cost of the journey; it does not identify who is making the journey. There is a significant cost to the public purse in delivering this concession and we need to make sure that the accounting information and reimbursement to bus operators is accurate.

What's the relationship between the CHI number and the NEC?

No current application uses the CHI (community health index) number and it's not encoded in or printed on the NEC. It is, however, recognised that there may be use for this function in the future and is currently being considered. The NEC Programme Office is aware that this would be considered in some circles as a very controversial project, but serious consultation would be carried out before a decision is made.

How do I keep up to date with developments in the NEC Programme?

LA operatives should register and regularly visit the members section of www.entitlementcard.org.uk. Here you will find all the latest information about the programme.

What is the NEC Forum?

The NEC Forum was established on 30th May 2007 as a means of engaging better between public and private sectors. Its aims are:

Membership consists of:

I know of a supplier who would make a suitable Forum member. What do I do?

You can do any of the following:

General questions about the application process

How do customers get a card?

People apply for a card using the appropriate application form. Samples of the application form are found on www.entitlementcard.org.uk (these are samples only and should not be reproduced for members of the public)

How much does the card cost?

The National Entitlement Card is issued free of charge. Re-issued cards are also done so free of charge, however, the NEC Programme Office reserve the right to introduce a replacement fee in the future should this be necessary. Any replacement fee will depend on the services on the card and cardholder's personal circumstances

How do customers apply for a card?

Anyone permanently resident in Scotland can obtain an application form from their Council. Once the form is completed they will take it, with a photograph and proof of ID/entitlement to a validation point within their council area. The validation point will retain the form and photograph and post this on for a card to be produced. Assuming the applicant provides the correct proof of ID and/or entitlement, and the form is processed without problem, the card should arrive approximately 7 working days after an applicant submits their form to their LA.

Where do customers get an application form?

Depending on your LA, they can be obtained from the council Travelcard Unit, Post Office, local Library, schools (for young people only) or SPT offices (for those in the Strathclyde area only).

Can citizens apply online?

No, not yet. The NEC Programme Office and the Improvement Service are working so that in the future when the Citizen's Account goes live, there will be the option for a card.

Can citizens apply over the telephone?

Citizens can call their local council's customer services line to request an application form. Some councils may be able to pre-populate a national form (or a localised version of the national form) based on the information already held on that citizen.

Where do citizens take their completed form to?

Completed forms are taken, with proof of ID, documentation of entitlement to concessionary travel (if applicable), and photograph to a validation point in the council area for validation. Check www.entitlementcard.org.uk for details of where these validation points are.

What's a validation point?

A validation point is the place cardholder's take proof of ID, age, address and/or disability in order for their application to be processed. Validation points are normally council offices, schools (for young person applications only) and / or Post Office or SPT offices for citizens living in the Strathclyde area.

What ID do applicants need to apply?

Check the back of the application form for details.

Can the card be sent to somewhere other than the cardholder's address?

Yes, but only for data sending authorities, where the LA can indicate a 'Deliver to' address e.g. to a school address for a young person.

Paper sending authorities can do this for reissues only, but addresses must be supplied in advance to Novacroft. You can specify establishments only e.g. education establishments or Council offices, but not other peoples' home addresses.

Can a person apply for a card on someone else's behalf?

A form can be completed by a person on someone else's behalf, and it must be signed either by the cardholder, their parent/guardian (for those under the age of 11) or power of attorney. In order for the application and photograph to be validated the card holder must visit a validation point in person.

Councils should satisfy themselves that the card holder meets the criteria for entitlement before progressing the application form.

An applicant has no permanent address

It has been suggested that LA's should take a pragmatic approach and a parental address or address verified by the LA as temporary (refuge or homeless centre), for example, can be accepted as proof of address.

This does not, however, apply to traveling people. Any further comments and suggestions on how such applications have been handled in the past should be left on www.entitlementcard.org.uk in the Feedback and Discussion boards section.

Can someone apply using a hospital address?

The NEC PO have sought guidance from Young Scot and Transport Scotland and have been advised that residential addresses should be the only address used to apply for an NEC, except where the applicant's main/only place of residence is a care/residential home.

An applicant chooses to data share, what does this mean?

Giving consent to share data means that information relevant to the provision of services that the applicant chooses/requires are shared with the appropriate departments which run those services. Citizens will not have to provide the same information for these different services.

An applicant chooses not to data share, what does this mean?

This means that if a card holder wants extra council services and/or moves house they have to notify each council department individually as they traditionally have done.

How often are photographs renewed?

See attached appendix.

Can a Glasgow NEC, for example, work in North Lanarkshire?

Yes. As a national scheme, the card is technically able to work anywhere, however, cardholders should be advised to first check with the relevant councils, exactly which services they can access with the NEC and whether their council's are able to deal with cross-boundary cards. From the LA point of view, service provider contracts may be required and it would be up to the libraries and/or leisure centres, for example, to decide whether they allow cross boundary use or not. These contracts are the responsibility of the Service Providers, not that of the NEC Programme office.

What size of photo should applicants send?

Photos must be of passport quality. They must be recent (as up to date as practically possible), 45 millimetres high x 35 millimetres wide, taken against an off-white, cream or light grey plain background so that the applicant's features are clearly distinguishable against the background, printed on low-gloss, plain white photo-quality paper (with no watermarks, embossing or printing on the back), undamaged, for example, by creases from paperclips. The should be of the applicant on their own (no toys, dummies or other people visible), a close-up of their head and shoulders, and clear of writing on the front and back.

The photographs must also be in sharp focus and clear and have a strong definition between the face and background.

They must show no shadows, the applicant should be facing forwards, looking straight towards the camera, their eyes open and clearly visible (with no sunglasses or heavily tinted glasses, and no hair across the eyes), no reflection or glare on glasses, and the frames should not cover the eyes; there should be no head covering, unless it is worn for religious beliefs or medical reasons; and nothing covering the face.

ESP and Novacroft Specific Questions

Where are the card applications forms sent after verification?
They are sent either by post or electronically to ESP Systex Ltd in Hull. ESP is the card production Bureau.

What is the InNovator system?

InNovator is the card management system. It is accessed via the internet and is based on IP address to ensure security. Access is granted by request to the NEC Programme Office.

What is a data sending LA?

This is any LA who sends their card applicant data to the card bureau electronically.

Where do I post card application forms?

Application forms should be batched in 50s. Ensure that the forms are not folded and do not have anything attached with staples, sellotape or paper clips. Do NOT wrap the forms together with an elastic band. If the photograph has not been stuck on to the form check that it has the applicants name and the form number (printed under the barcode) written on to the back of it.

Batched forms should be sent at least twice weekly (even if less than 50). If you have no pre-paid envelopes left contact the NEC Programme Office at [email address]

How do I become a data sending LA?
You should contact the NEC Programme Office in the first instance at [email address]

I'm a data sending LA; what size of photo do I need to send?

Photos must be recent (as up to date as practically possible) and in JPEG format with a JPG extension and Width to Height ratio must be 1:1.2 (i.e. width 200 pixels will have a height of 240 pixels). The width of 200 pixels is only given as an example, it can be greater than this (Compression should be set to the minimum level and quality set to the highest level for the JPEG image). We have found that photos with a width of less than 200 pixels may not give a very good quality when printed.

The photograph should be taken against an off-white, cream or light grey plain background so that the applicant's features are clearly distinguishable against the background, printed on low-gloss, plain white photo-quality paper (with no watermarks, embossing or printing on the back), undamaged, for example, by creases from paperclips. The should be of the applicant on their own (no toys, dummies or other people visible), a close-up of their head and shoulders, and clear of writing on the front and back.

The photographs must also be in sharp focus and clear and have a strong definition between the face and background.

They must show no shadows, the applicant should be facing forwards, looking straight towards the camera, their eyes open and clearly visible (with no sunglasses or heavily tinted glasses, and no hair across the eyes), no reflection or glare on glasses, and the frames should not cover the eyes; there should be no head covering, unless it is worn for religious beliefs or medical reasons; and nothing covering the face.

How do I know when the applications have been processed and cards dispatched?
The Bureau does not contact each LA to advise them if/when applications have been processed and cards dispatched. You should assume that it has all been successful. You can check the status of individual cards through InNovator.

An exception may be for data sending authorities who will be advised directly by the bureau if an import file of application data fails.

Your LA should also regularly check the escalation list available as a report on InNovator. This list will tell you which of your citizen's records may need some manual intervention in order for a card to be produced.

What is an escalation?

An escalated record on InNovator means that the system has encountered a problem with the data and a card cannot immediately be issued for that citizen without manual intervention.

General questions after an application has been submitted

A citizen has received a reject letter, what happens now?

This depends on the Rejection Reason. Citizen's can and may be advised to contact their issuing LA for guidance. Alternatively, citizens should follow the instructions on the letter. Their card will not be printed until they have carried out the action the letter requests. The LA isn't necessarily notified that a cardholder has received this letter.

The form wasn't signed, what happens?

The applicant will have to fill out another application form, provide a new photograph and have their details verified in the same way as their first application. The card bureau is unable to return photos/unsigned forms. This is why it's important that the form is properly checked and verified in the first instance.

When the 2nd form is sent through, it will flag as an escalation with reason being "a duplicate application". The NEC PO are currently reviewing this process to ensure that cards are not held up in this escalation process. We will advise accordingly when any changes are made.

Where is the customer's first card?

A citizen should call their issuing LA if they haven't received their card within 7 working days of submitting their application. LA's should check the customer's record on InNovator in the first instance and carry out appropriate investigations. The record may have been escalated which is why it's vital that escalations are checked regularly.

When can the cardholder start to use their card?

It can be used immediately after being received.

The details on the card are incorrect, what do I do?

There are different rules, depending on which details are incorrect. If it is a data capture error then take the details from the caller and a new card will be issued. If the details shown on InNovator are the same as those captured at input then the caller will have to verify any changes with the issuing LA.

Cardholder's name is spelt incorrectly on the card can LA change it?

Before making a decision on what course of action to take please check the form scan on the application record. If it is a processing error reissue a card with the correct details included. If it is not an ESP/Novacroft error then the caller needs to re-verify any changes with the issuing LA.

The cardholder keeps getting sent the wrong card

Depending on which card you the customer is looking for, they may need to complete another application form and may need to provide evidence that they are entitled to certain services (e.g. travel). If the correct form has been completed, contact [email address] for help in investigating the problem.

The cardholder wants a new photograph

We would discourage cardholders changing their photographs regularly. If, however, it's required, it is recommended that they take the new photo to their LA for quality checking and this should be sent to: Novacroft, Harvest Barn, Spring Hill, Harborough Road, Pitsford, Northampton, NN6 9AA.

They should include their full name, card number, DOB, and applicant ID (if known) with the photo and it's recommended it be posted recorded delivery.

A card has been lost/stolen/damaged

The cardholder should report the loss immediately to their issuing LA. Carry out a re-issue and select the appropriate reason. The cardholder should expect to receive a new card within 7 working days of reporting it.

Change of address within issuing LA

If the change of address is within the same authority, it will be the responsibility of that authority to determine whether any card action is required. For example, a change of address might involve a change of entitlement zone for which a card is valid. The result may be that the customer might be entitled to more or less service from that authority. If there is no change of entitlement as a result of a change of address, there will be no need to reissue a card. On change of address, a task will be created providing the opportunity for a local authority user to undertake a card reissue or hot list (in the case of withdrawn entitlement).

Change of address from one LA to another LA

Errors may occur during processing of forms whereby forms are received with incorrect Local Authority codes entered. Subsequently Local Authorities may notice these problems and wish to pass the applications to the correct Local Authority.

In order to facilitate this, changes to the Local Authority field can be made during editing of Application Form records in order to relocate the record within the correct Local Authority. Upon saving the record the user will be warned this action has been taken and that the change will require acceptance by the new Local Authority.

The new LA should view the application form and then either accept or reject the attempted change that was made. A rejection will result in the original Local Authority being set against the application form and an associated audit record to reflect this.

Alternatively, it has been suggested that before the ex LA inputs the new address as definitive, the new address be verified before it is accepted by the new LA. One way of doing this could be putting the new address in the notes field and when this is transferred to the new LA, they then verify the address before accepting this. Incorrect details are then easily remedied if the address isn't changed permanently in the first instance.

Where is the cardholder's re-issued card?

The cardholder should expect to receive their re-issue no less than 7 working days after reporting the loss/theft or change of circumstances.

How will the cardholder know when they can use the NEC for new services?

If the cardholder has chosen to share their data, the issuing LA may contact the cardholder directly to let them know of new services available on the card.

Can the NEC be used as proof for flying?

No. It does not prove nationality nor contain any biometric data. Its use is to show that individuals are entitled to particular services that they have requested

What do the symbols mean?

A C in the bottom right hand corner means entitlement for concessionary travel. This is available for people who qualify under the Scotland-wide free bus travel for older (aged 60 and over) and disabled people.

A C+1 symbol means entitlement Scotland-wide free bus travel with a companion.

A C with a picture of an eye next to it means the cardholder is visually impaired/blind and is entitled to Scotland wide free bus travel as well as free train travel and ferry travel.

A C with a picture of an eye +1 means eligibility for the above with a companion.

An S symbol in the top right hand corner, next to the council logo indicates that there are local travel discounts/entitlements that the cardholder is eligible for. This is for the SPT region only. Contact SPT on 0141 332 6811 for further details.

A green L within the C in the bottom right hand corner indicates additional local concessions available to cardholders within the issuing LA.

A Young Persons' card, if branded with the Young Scot logo, will contain the PASS hologram on the right hand side of the card indicating that their age has been verified against a set of standards and the hologram, therefore, acts as proof of age. A young person who opts-out of Young Scot cannot have the PASS hologram.

Note for councils, the Scottish Executive logo will shortly be replaced with the One Scotland logo. Cards with the SE logo will not be replaced.

The cardholder doesn't want their card any longer

Advise them to destroy the card. If, however, they still wish to use the services they have on it, they'll need to advise the issuing LA in order for alternative arrangements to be made so they can still access these services.

The cardholder wants their record deleted

LA's can close InNovator accounts, however, for audit purposes they cannot immediately be fully deleted.

A cardholder would like to complain about their card - what's the protocol for complaints

Complaints should first be logged by the local council. The issuing LA should fully investigate the complaint and deal with it following their own internal processes. Depending on the nature or severity of the complaint, they should then be escalated to the NEC Programme Office using [email address]. You should give as much detail as possible about the cardholder and the nature of their complaint. The NEC Programme Office will work with you to investigate and resolve the problem.

Under no circumstances, should members of the public be given the telephone number or email address for the NEC Programme Office.

A card holder would like to approach their Councillor / MSP with a

complaint about the card

If the issuing LA is notified that a cardholder intends approaching their councillor or MSP, the NEC Programme Office should be notified as soon as possible using [email address] giving as much detail as possible about the cardholder and the nature of the complaint.

Alternatively the NEC Programme office will be notified should the MSP / Councillor require any input. Under no circumstances should the card holder be given the number for the NEC Programme Office.

The cardholder thinks their card is lost in the post - what do I do?

First check the cardholder's record in InNovator. If the card has been despatched, LA's can perform a reissue on a card not received at least 14 days after despatch.

Who is my NEC Co-ordinator?

LA operatives who deal with the NEC can log into the member's area of www.entitlementcard.org.uk and take a look at the contacts page for details.

Questions related to NEC's for 11-25 year olds (aka young person (YP) cards)

What does the card look like?

Young Scot opt-in Young Scot opt-out (no PASS, no proof of age)

What do the symbols mean?

The Young Scot logo will appear on the card (unless the applicant has opted out) which gives Young Scot entitlements such as access to the Young Scot info line (freephone 0808 801 0338) and Young Scot discounts at a number of retailers across Scotland.

The card will also have the logo for the LA in which the cardholder lives or goes to school in. This is in the top right hand corner.

If the young person has opted in to Young Scot, the PASS hologram on the right hand side of the card, it means that the card holder's age has been verified against a set of standards. Their date of birth is printed on the card and the PASS hologram acts as proof of age.

How do we deal with cross boundary applications?

Around 4,000 pupils in Scotland live in one authority and are educated by another. It is envisaged that an even greater number of students are in this situation. A card should be issued to cardholders by the authority that is responsible for the school, college or university.

The issuing authority will PASS validate the cards, and be responsible for the documentation pertinent to the application, for audit purposes.

A cardholder may also apply for a card for their residential authority to provide access to local entitlements and discounts.

Authorities are encouraged to consider implementing common discounts to be recognised cross-boundary. This will also be addressed by the current project considering a national rewards / incentive scheme.

Authorities should also consider, issuing cards to all students/pupils who reside in their authority in term time, but live permanently elsewhere. Those who come from another country to attend school or college in Scotland would not be entitled to the travel concession, but could still be given a YPNEC for term-time use.

Cardholder doesn't want the Young Scot logo

If the applicant is aged between 11 and 25 inclusive and is applying for the Young Person's NEC, then they tick on the application form that they do not wish to have Young Scot.

If the young person qualifies for free bus travel for disabled people and is aged between 11 and 25 (inclusive) they will automatically get the Young Scot brand on their Disabled NEC (EXCEPT if those living in the Glasgow City Council area). If the cardholder doesn't want this, they should contact the issuing LA and a re-issue for Young Scot opt out/in should be performed.

If the cardholder already has a card with the Young Scot logo on it and doesn't want it, they should contact their council and a reissue performed with Young Scot opt out/in reason checked appropriately.

What happens when the cardholder turns 16?

If they already have a young person's NEC, they will automatically receive through the post, a bus ticket entitling them to one third of bus travel. This is just a temporary measure until the buses are fitted with card readers. Once this happens the NEC will automatically work as the bus ticket when they turn 16.

They'll also receive a rail voucher entitling them to a third of rail travel and if the cardholder lives on a Scottish island, they will also receive ferry vouchers entitling them to 2 free return journeys per year.

Cardholder tried to use the NEC as proof of age and it was refused

Young Scot is working with licensed retailers to promote the NEC with PASS hologram as the only proof of age card acceptable. There are still a limited number of outlets which will not recognize the PASS hologram.

The cardholder's NEC doesn't work for school dinners

There will always been an alternative way for cardholders to obtain entitlements. The school caterer might ask for a pin number instead, for example.

The school caterer should let the school know that the card wasn't working and this should be fed back to the NEC Co-ordinator within the issuing LA.

When does the YP NEC expire?

Young Persons cards (for 11-25 year olds inclusive) do not expire. The Young Scot/Young Person branding, however expires on the 26th birthday.

Do cardholders need to re-apply when the NEC expires?

No. They will automatically be sent a new card.

What happens when cardholders turn 26?

Cards with the Young Scot logo will expire. If you're currently a data sending authority you might start issuing Standard Cards for those aged 26-59. Contact your LA NEC Co-ordinator for further information on this.

Questions relating to NEC's for 26-59 year olds (aka 'Standard cards')

What do 'Standard' cards look like?

Who can apply?

Anyone who wants one aged between 26 and 59 (inclusive).

Which application form should be completed for a standard card?

There are no application forms at the moment. Only data sending authorities can implement standard cards at the moment.

I'm a data sending authority and would like to implement standard cards

Please contact the NEC Programme Office before you send any data for Standard Cards. We will work with you to schedule test data with the card bureau. [email address]

What can the standard card be used for?

Cardholders should contact their council for information. Depending on what services your council has working with the NEC, it could be used for leisure and/or library access, secure door entry and/or cashless catering.

Councils are working to add extra services to your NEC and will advise cardholders accordingly when new services can be accessed.

What travel concessions does this card allow?

There are no travel concessions available with this card.

When does it expire?

It does not expire. If, however, a new card is required due to everyday wear and tear, the LA can request a re-issue.

Does a cardholder need to re-apply for a replacement card?

No, by contacting the issuing LA, a re-issue can be arranged.

The Standard card cardholder is about to turn 60. How do they get their travel concession?

The system will automatically pick up anyone (except those who have a disabled card) and process a reissue card with the concessionary travel ticket included. This will be posted just prior to the 60 birthday. There are no data sharing issue with this process.

Questions related to NEC's for those aged 60+ and disabled

What do the cards look like?

Eligible for Scotland-wide Eligible for Scotland-wide free bus travel

free bus travel only with Young Scot branding for 11-25 year olds

Eligible for Scotland-wide Eligible for Scotland-wide free bus travel

free bus travel with companion with companion. Young Scot branding for 11-25 year olds only

Visually impaired/blind eligible Visually impaired/blind eligible for Scotland-wide for Scotland-wide free bus travel free bus travel with companion as well as

as well as free train and ferry free train and ferry travel.

travel.

What can the card be used for?

This card can be used to access Scotland-wide free bus travel for older and disabled people. LA's across Scotland are also offering a range of other services using the National Entitlement Card in addition to the travel entitlement.

What is the Scotland-wide free bus travel scheme for older and disabled people?

The scheme took effect from the 1st April 2006 and replaced all local authorities existing concession cards. Under the new scheme, eligible persons can travel free on the country's public transport and scheduled long distance coach services anywhere in Scotland.

What travel arrangements does it entitle me to?

The NEC gives free travel throughout Scotland on virtually all local registered and long distance* scheduled bus services available to the general public. There are no boundary restrictions or charges for travel within Scotland and regardless of the distance you will travel for free.

*For long-distance journeys you may wish to pay a booking fee to guarantee your seat. You should contact the operator to confirm whether a fee would be applicable.

The NEC cannot be used on:

National Express / City Link buses can be used but only on certain scheduled routes. Travellers need to call the bus company to check availability.

Please note special information on ferry travel for anyone living on Orkney, Western Isles or Shetland and entitled to concessionary travel:

Island residents who apply for the National Entitlement card will receive four ferry vouchers with their card, which they can then use to book their travel.

Are there any time restrictions for travel?

Journeys can be made at any time; there are no restrictions (apart from the above routes card cannot be used for).

The cardholder tried to use their NEC on the bus, and the driver refused the travel

Is the cardholder eligible for concessionary travel? Did they use the correct card?

If you answered yes to the questions above, contact Transport Scotland on 0141 272 7100. Please advise them of the bus service number, time of journey, and bus operator in order for them to investigate.

Can customers travel for free on the bus without a card?

If they qualify for Scotland wide free bus travel for older and disabled people and they forget their card, they may be expected to pay for their journey on that occasion. It will not be reimbursed at a later date.

What travel concessions entitlements do visually impaired/blind persons receive?

Anyone with the eye symbol (to denote they are registered blind and partially sighted) on their NEC can access the Scottish National Blind Persons Scheme which gives the cardholder free bus, rail and ferry travel throughout Scotland. This scheme has been in existence for a number of years and is a voluntary arrangement between ATCO and the rail/ferry operators. Blind and partially sighted people were issued with a specific card but with the introduction of the NEC it was decided to use the NEC and have the appropriate branding on the card.

Is the citizen eligible for a travel with a companion?

Persons whose mobility is such that they require to be accompanied when travelling, can apply for a Companion Card if the applicant is:

Cards with a C+1 denote travel concession with companion.

How much will the companion be charged on the bus/train?

The companion's fare is free of charge on the bus, same as the cardholder. They have the same discount as the cardholder for train travel.

Where visually impaired cardholders qualify for a companion, companions are charged at the rate available under the previous local schemes.

Can I travel for free on the trains?

No, it is only free on buses, but local concessions within the issuing LA may apply.

When does the NEC expire?

The expiry date on cards entitling the holder to free bus travel for older and disabled people is printed on the NEC. This, however, refers only to the travel entitlement only, not the card.

Does the cardholder need to re-apply when it expires?

No. If they have have a card for free bus travel for older people (age 60 and over) they will automatically be sent a new card.

If a cardholder qualifies for free bus travel for Disabled people they may be subject to a disability re-assessment. Re-issue of cards will be carried out by LA operatives on a case by case basis.

The disability re-assessment means the concession is being removed

Those aged 11-25 (inclusive) can still have a Young Person's card - and are eligible for a third of bus and rail travel when they are aged 16-19. Those aged 60 or older, are still eligible for Scotland-wide free bus travel for older people.

Those aged between 26 and 59, have no travel concessions.

The disability re-assessment allows cardholder concessionary travel with a companion

Re-issue a new NEC giving higher rate of mobility and update the companion check box as appropriate on InNovator along with the new concessionary travel expiry date.

What happens when a young person who qualifys for Scotland-wide free bus travel for disabled people turns 16?

A young person who turns 16 years old and who has an NEC under the free bus travel for disabled people will be automatically sent through the post a rail voucher entitling them to one third off rail travel.

Can a young person aged between 11-25 have 2 cards?
A young person aged between 11-25 inclusive who qualifies for Scotland-wide free bus travel for disabled people will automatically be issued with a Young Scot branded card (EXCEPT Glasgow young people) at the time of initial application.

Although having 2 cards is not the ideal scenario, some young people want to have a young person's card (with the thistle watermark and no indication of concessionary entitlement) in order to be like their friends. In these circumstances, a re-issue should be carried out on the concessionary card, with re-issue reason as Young Scot opt-out. Check the Young Scot opt in/out box and this will be processed without the YS branding.

Submission of an application for a Young Persons' card will generate a D14 escalation duplicate application - different form types. If you're certain the applicant is entitled to 2 cards, select the 'allow both cards' button in the bottom right hand side of the screen. Click ok on the message box which then appears to confirm or cancel your previous action.

Where an escalation record is received that relates to reason `D14' but the LA is aware

that the applicant has no entitlement to a second card (or there are other circumstances that mean they should not receive another card) the `Reject' button should be used, resulting in a `Rejection Letter' being sent to the applicant explaining the decision. If the LA uses the `Accept' button then this will only action the escalation and when it goes to the processing department to be revalidated, it will be re-escalated to the LA to either Allow both Cards or Reject.

Someone aged 11-25 already has a young person's card. They are now entitled to Scotland-wide free bus travel for disabled people. Do they have to submit another application form?

Yes. The reason being that evidence of entitlement to concessionary travel must be shown and validated by the issuing authority. The appropriate application form must be completed, and another photo, with evidence of entitlement validated by the LA. There's no need to check proof of ID. If their record is already in InNovator, the issuing LA has already satisfied itself that those details are correct and there's no need for the customer to do it again (unless the details are different).

Is it possible to use the National Entitlement Card only for concessionary travel?

Yes. If an individual only wants to use the card for concessionary travel and no other purpose (i.e. library/leisure membership) this is possible.

I have a question not in this list of FAQ's, who do I contact?

Council operatives dealing with customer queries regarding the NEC programme should log into the feedback and discussion boards in the members area of www.entitlementcard.org.uk.

Replacement options:

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Appendix 1 - Guidance for re-issue of young person cards