Public administration’s single digital portal

By project PROACTsme

Published on 21 May 2024

Greece

About this good practice

Gov.gr is designed with the needs of citizens and businesses in mind, consolidating services to provide a seamless digital experience across public administration. Many services are often unknown or hard to find, so Gov.gr will act as a common "front desk" for public e-services, which continue to operate under their respective providers' supervision. This aims to facilitate easier, more homogeneous, and secure access to all public e-services.

The portal supports direct service searches using free text, with auto-complete and result filtering for convenience. The full design and operation of Gov.gr will ensure a common user experience and authentication system. It will incorporate the evolving National Authentication System, offering increased security and a range of modern options to simplify interactions for citizens and businesses.

Gov.gr is citizen-centric, emphasizing user-friendliness and usability. It adheres to international accessibility standards (e.g., WCAG 2.1 AA) for people with disabilities and includes features like text reading and resizing. An accessibility tool is integrated at the bottom right of each page.

Gov.gr evolves constantly based on visitor feedback, suggestions, and reviews. It aims to deliver better public services with user engagement and is continuously updated to meet the needs and expectations of its users.

Resources needed

Greek Ministry of Digital Governance comprises 184 staff posts and its staff are skilled in digital technologies like AI, data analysis, biotechnology and nanotechnology, meeting European standards like DigiComp and ESCO.They collaborate with public and private sectors, academia and research bodies.

Evidence of success

7,936,034 citizens have used gov.gr to issue documents or submit declarations, with over 95% satisfaction. Gov.gr has also launched a pilot AI-powered digital assistant (chatbot) using NLP and Microsoft Azure OpenAI, trained on open data from gov.gr and public agency websites. The Gov.gr Wallet enables creation, storage and management of digital documents, legally equivalent to paper ones in Greece. Moreover, gov.gr has an official Viber channel, launched in 2023, with over 217,000 members.

Potential for learning or transfer

-Streamlining Services: gov.gr exemplifies how a government can streamline a wide range of services into a single, user-friendly platform. Other regions can learn from its approach to reduce bureaucratic inefficiencies and improve public access to government services.
-Accessibility and Usability: The platform emphasizes a user-centric design, making it accessible and easy to navigate for citizens. This focus on user experience can serve as a benchmark for other regions aiming to enhance public engagement with digital services
-Modular Approach: The platform's modular approach allows for scalability and adaptability, making it easier to add new services and functionalities over time.