Development of new innovative IT applications that facilitate digital service delivery and citizen service mechanisms. The developed IT solution consists of several distinguishable services and applications that support and deal with the digital transformation of the organization and address major operational problems such as poor levels of service, lack of trust and transparency issues.

Key objectives

• Efficient and effective delivery of services to citizens
• Management of resources
• Transparency improvement / fight against corruption
• Thorough management of knowledge and information

Technological Innovation

• Innovative ways of communication were applied through the implementation of multichannel forms of interaction.
• Hybrid customer service solution utilized through the concurrent operation of a virtual queue and a booking/appointment system on a single platform
• Performance metrics, real time operational status on every day transactions to assist decision making.

To summarize, this solution can be considered as a pilot project that policy makers can evaluate and create public policies that will facilitate social innovation and address complex problems. The implemented solution is an innovative administrative practice for the entire Greek public sector. The case study has proven that the application of drastic horizontal solutions in public sector is feasible and can result in the reduction of time and cost constraints for embedding such technologies.

This digital transformation project was distinguished at European level, having been selected by the European Institute of Public Administration (EIPA) among 150 candidates as one of the 34 best practices across the European Union.

Additional distinctions were received as best practice case study:

• 9th European Quality Conference, 2017.
• European Social Fund (ESF) Governance & Public Administration (PAG) network meeting on Public Sector Innovation and ICT, 2017.
• “e-Governance in Greece” published by Dianeosis, 2018
• 8th European CAF Users’ Event, 2018.