Greece’s digital government platform gov.gr is entering the next phase of its development with the gradual rollout of a new Customer Relationship Management (CRM) system across the public sector, following the platform’s rapid expansion to more than 9 million users and 431 million issued documents.
The CRM platform, designed to manage interactions with citizens and businesses, aims to bring together all requests submitted to public services into a single environment, regardless of whether they originate through gov.gr, Citizens’ Service Centres (KEP) or government call centres. Under the new system, citizens will be able to track the progress of their cases, identify the public authority handling them and receive information on expected completion times.
The new infrastructure was presented during an event marking six years since the launch of gov.gr, which also served as a review of the platform’s development. Today, gov.gr offers more than 2,257 digital services and applications, making it the primary gateway for citizens and businesses accessing public sector services. According to data from the National Documentation Centre, the simplification and digitalisation of 20 administrative procedures through gov.gr generate an estimated annual benefit of 312 million euros for citizens, businesses and the public administration.
At the same time, the time required to complete procedures has been reduced by 88% for citizens and businesses and by up to 97% for public services, while approximately 19.1 million visits to public offices are avoided each year.
Digital Governance and Artificial Intelligence Minister Dimitris Papastergiou described the CRM platform as the next step in the evolution of the digital state, saying the objective is to provide citizens with greater visibility over the progress of their cases while enabling public services to operate more efficiently. Prime Minister Kyriakos Mitsotakis said Greece had achieved a “major digital leap” in recent years, arguing that technology had enabled the country to close much of the gap separating it from other European nations and position itself as a leading player in digital transformation.
National Economy and Finance Minister Kyriakos Pierrakakis highlighted the transformation in the relationship between citizens and the state, noting that the most significant change is not only the availability of digital services themselves, but the fact that it is now taken for granted that a wide range of transactions with public authorities can be completed quickly and remotely.
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