Greece – Public Administration Tailored to Citizens
The Greek National Documentation Centre (EKT) analyzed the 20 most frequently used services on the gov.gr portal, which together handle approximately 14 million requests annually. The results demonstrate the extraordinary impact of digitalizing public services:
The gov.gr platform consolidates hundreds of public services in one place, utilizing AI for:
- guiding citizens to the correct services,
- automating application processing,
- supporting employees with administrative procedures,
- improving service accessibility for various user groups.
Results from the Greek National Documentation Centre (EKT) show the exceptional effects of digitalizing public services. They analyzed the 20 most frequently used services on the gov.gr portal, which together handle approximately 14 million requests annually.
Savings and Efficiency
- €312 million in annual savings due to the simplification and digitalization of procedures.
- 88% reduction in processing time for individuals and businesses, and a 97% reduction for public administration.
Environmental Impact
- 33,000 tons fewer CO₂ emissions.
- 62.5 million sheets of paper saved.
- 19.1 million fewer physical trips to offices per year.
User Acceptance
- 65% of the population chooses the digital portal as their primary communication channel with public administration.
- 76% of users are very or completely satisfied with the digital services.
- The highest-rated services exceed 80% satisfaction.
Greatest Individual Impacts
The highest benefit per individual execution is found in:
- digital property transfer procedures,
- disability assessment and certification (CDC),
- issuance of electronic court decisions.
Why do we find this case interesting?
Because it stems from a focus on the user and the organization’s mission – supporting citizens through procedures that ensure order and justice. AI is a tool for simplification, greater transparency, and faster services, rather than a goal in itself.
