This week marks the launch of a groundbreaking initiative enabling citizens to evaluate the performance of the government, regional authorities, and mayors. A new application will be unveiled on Wednesday, April 30, during a joint press conference held by the Ministers of Interior and Digital Governance.

For the first time in the history of public administration, the Interior and Digital Governance Ministries are introducing a significant innovation that allows citizens to electronically and directly assess the services provided by the central government and local authorities.

Through this platform, users will be able to express their satisfaction levels for various services in a simple and clear manner. They can rate experiences such as the quality of service received at tax offices, the speed of waste collection, or the conditions of local roads, sidewalks, and school buildings.

As stated by Minister of Interior Thodoris Livanios in an interview with Protothema, the digital platform will open in the middle of next week, and approximately 5 million citizens who are already registered in the National Communication Register will have the opportunity to evaluate services that impact their daily lives via a structured questionnaire. Ratings will be on a scale from 1 (not satisfied) to 10 (completely satisfied). Officials from the ministry anticipate a strong response from the public, which is crucial for the project’s success.

Using existing state data, the questionnaire will be sent to the electronic mailbox (gov.gr) of all registered citizens. According to simulations, completing the questionnaire will take no more than 7 minutes.

How Citizens Will Evaluate the Performance of the Government, Regional Authorities, and Mayors

The questionnaire will include three main sections:

1. Evaluation of Central Government Services: Citizens will be asked to rate (from 1 to 10) the service they received either in person or online from agencies like the Independent Authority for Public Revenue (AADE), e-EFKA, the Manpower Employment Organization (DYPA), the Cadastre, public transportation, and more, as well as services from gov.gr such as responsible statements, certificates, tickets for sports events, appointments for new ID issuance, electronic fees, and the national pet registry.
2. Evaluation of Local Government Services: The questionnaires will cover municipal and regional services, including road conditions, water supply, cleanliness, playgrounds, street lighting, public green spaces, municipal police, sidewalks, infrastructures for people with disabilities, Citizen Service Centers (KEP), urban planning, waste recycling, parking areas, daycare centers, school infrastructures, senior citizens’ centers (KAPI), and social services (e.g., food banks, shelters).
3. Profile Questions and Suggestions: Citizens will have the opportunity to indicate which services they recently accessed (outpatient clinics, hospital stays, KEP, tax offices, Cadastre, etc.), whether their children attend kindergarten or elementary school, provide open feedback, and suggest new services they would like to see digitized.

Evaluation Takes Place Twice a Year: “Your Complaints to the Mayor”

According to the plan, surveys will be conducted biannually, during April-May and October-November.

The platform will be accessible for two weeks, allowing citizens to respond to the relevant questionnaires. Following this period, responses will be processed collectively and anonymously, and the results will be publicly released, revealing which agencies receive the “Oscar” of satisfaction and which face disparagement.

The main goal of this initiative is to realistically capture the current state of agencies that directly interact with citizens and influence their daily lives. Detecting potential malfunctions, delays, omissions, and shortcomings aims to facilitate necessary corrections.

As Minister Livanios emphasizes, “The research will help us focus on and understand why citizens, who are the users of these services, are not satisfied, and to address those issues.” He explains that central and local authorities will have access to data showing precisely where their services fall short. Additionally, the ongoing periodic evaluation will track whether the relevant authorities have indeed made efforts to address the issues highlighted by citizens.