A comprehensive and systematic evaluation of 20 selected gov.gr services has been carried out by the National Documentation and Electronic Content Center (EKT). The research applies an innovative methodology that combines quantitative and qualitative criteria, documenting the contribution of digitizing public services to the simplification and efficiency of processes, cost and time savings for citizens, businesses, and public administration, as well as environmental benefits. The 20 services cover eight key categories of gov.gr, serving a total of approximately 14 million requests per year. They were selected based on criteria such as traffic, frequency of use, profile of users served, targeting of vulnerable groups, impact on international digital government (eGovernment benchmark) indices, and overall reach of the service.

According to the survey results, the simplification and digitalization of procedures for the 20 selected services results in annual savings of €312 million, while the time required to complete procedures is reduced by 88% for individuals and businesses and by 97% for public administration. At the same time, significant environmental benefits were recorded, including a reduction in CO2 emissions by 33,000 tonnes, savings of 62.5 million sheets of paper, and the avoidance of 19.1 million journeys annually.

The services with the highest unit benefit per execution are: property transfer, CDC disability assessment and certification, and the provision of electronic court orders.

High User Satisfaction

Qualitative survey results demonstrate extremely high levels of citizen satisfaction, with 76% of users reporting they were very or completely satisfied. The rating is particularly high for the following services: certificate of marital status (84%), payment of funeral expenses (81%), and certificate of permanent residence (81%). Factors that reinforce citizens’ positive ratings include ease of use via computer (79%), avoidance of travel (77%), and overall service efficiency (77%). gov.gr emerges as the preferred channel for communicating with public administration, garnering 65% of preferences, followed by agency websites/applications (13%) and KEPs (12%).

Regarding actions to improve services, citizens requested a reduction in the number of required documents (37%) and the addition of more information on the progress of requests (36%). Additionally, the main suggestion for further improvement of gov.gr is the addition of more services.

Popular Services with the Highest Rating

According to the EKT survey, based on a combined quantitative and qualitative assessment, the services with the highest usage and scores were:

• Certificate of Family Status (used approximately 3.2 million times annually)
• Digital Document Certification (genuine signature) (used approximately 2 million times annually)
• Know Your Customer (used approximately 5.2 million times annually)
• Issuance of an Unemployment Card (used approximately 1 million times annually)

Proposals for Further Strengthening of gov.gr

The action also included recording specific proposals for further strengthening and upgrading gov.gr. The following are highlighted as particularly important: systematic evaluation and improvement of services, use of cutting-edge technologies for personalized services, and integration of more business services. Additionally, it is proposed to implement innovative access modes, use the portal as a tool for participatory governance, and continuously simplify integrated services.