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Description
The Citizens’ Service Centres (KEP) are a vital part of everyday life in Greece, helping people access public services from health and pensions to civil documents. However, 1.038 KEP offices all over Greece, were still operating with outdated tools and slow, paper-based procedures. This project set out to change that by bringing the KEP network into the digital era—making services faster, simpler, and fairer for everyone.
The project introduced a brand-new digital back-office system, fully connected with Greece’s national platforms like gov.gr and the National Register of Procedures (MITOS). It also upgraded the EU-GO portal, supporting citizens of EU member states in accessing Greek services online, in line with the EU’s Single Digital Gateway goals. With the help of GRNET, and the G=Cloud, the national cloud infrastructure , these systems were built to reduce paperwork, speed up processes, and support public service delivery across the country over the counter and in sync, multichannel, with the online, gov.gr
Beyond technology, the project also focused on improving how KEPs are organised and how their staff interact with the public. New ethics guidelines were planned to get introduced, training for emploeys, and steps were taken to make services more accessible—especially for people not yet with a digital skillset. A benchlearning participatory study, carried out with the support of the OECD brought lessons from other European and international countries to guide long-term improvements.
Thanks to this project, citizens now have a more modern, reliable, and user-friendly experience when they visit a KEP. The changes support a more open, fair and responsive public administration—one that’s better equipped to meet the needs of people today and tomorrow. To ensure the changes last, the systems are now part of Greece’s digital public infrastructure. KEP employees also benefit from tools that make their work more efficient and citizen-friendly.
Summary of project results
For over two decades, Citizen Service Centres (KEPs) have been a trusted gateway between citizens and public services in Greece. With more than 1,000 physical offices and over 3,000 employees, KEPs have simplified everyday interactions with the state. Yet, their operational backbone had not kept pace with digital innovation. Most administrative processes were still conducted outside the system, relying on faxes, emails, and physical mail. The aging back-office infrastructure (ERMIS), developed in 2006–2008, was no longer fit for purpose. Key challenges included fragmented workflows, limited digital interoperability, slow updates to procedures, and a lack of built-in analytics or modern communication tools. Moreover, KEP staff had no consistent access to updated training or digital tools to manage evolving citizen needs or public policy reforms.
The inefficiencies of the legacy system became increasingly apparent as citizens’ expectations grew—especially among vulnerable groups with limited digital skills who rely on in-person support. As more services moved online, KEPs were expected to complement the gov.gr portal as the accessible, assisted channel for all. But the old infrastructure couldn’t support this multichannel future.
The project responded to this pressing need: to transform KEPs from a fragmented physical network into a digitally enabled, unified, and intelligent front office for public administration. Anchored in a relevant Law and aligned with the European Services Directive and the Digital Gateway Framework, the project aimed to redesign how KEPs operate, empower staff, and reengineer administrative processes. In doing so, it set out to improve public sector effectiveness and accountability while ensuring no citizen was left behind in the country’s digital transformation journey
The project delivered a national-scale upgrade to how citizens access public services in Greece by modernising the KEP (Citizens’ Service Centres) digital infrastructure. At the heart of this transformation was the design, development, and rollout of a new KEP Back Office system by GRNET, the national digital technology partner. This system replaced outdated workflows and enabled KEPs across the country to offer faster, simpler, and more transparent services — reducing paperwork and saving time for both citizens and employees.
The system was developed through continuous collaboration with KEP staff and managers. In total, 48 co-creation workshops were held during system design and testing, ensuring that the new tools reflected real-world needs. By early 2024, 1,038 KEPs had been connected to the new platform, which handled over 7 million citizen transactions in its first months of operation. The system is fully interoperable with national digital platforms, including gov.gr, and connects with key registries to enable real-time updates and reduce duplication.
Training and support were central to the project. Over 2,500 KEP employees participated in 19 webinars and testing sessions, while more than 1,000 joined a nationwide community of practice to share feedback and troubleshoot. A benchmarking study was also carried out in collaboration with the OECD, drawing from leading European practices to guide service redesign. A dedicated project management team supported smooth coordination across ministries and ensured continuity throughout implementation.
The project delivered real improvements in everyday life for citizens and public service staff across Greece. Within the first ten months of operation, the new KEP digital system handled over 7 million service requests—speeding up procedures, reducing queues, and cutting paperwork. What once required multiple visits and printed documents can now be done faster, with better tracking and fewer delays. Citizens now experience clearer, simpler public services—especially in rural areas, where long distances and slow procedures used to create barriers. Real-time updates, digital filing, and improved service coordination are making a visible difference. Public trust in KEPs has risen, and citizens increasingly rely on them as the easiest and most reliable way to interact with the state.
The project also made a big difference for the people who keep KEPs running. Over 1,000 employees took part in co-creation workshops during development, and more than 2,500 received dedicated training. Staff now work with faster, more accurate tools, and spend less time on routine tasks. According to a nationwide survey, 9 out of 10 employees say the new system makes their job easier and improves service quality for the public.
At a national level, the project helped make public administration more transparent and responsive. The digital platform supports better decision-making and planning, as it generates real-time data on how citizens use services. It also provides a foundation for future improvements.
This transformation is not just a technical upgrade—it’s a shift in how Greece delivers public services. Thanks to this investment, citizens and frontline employees alike now benefit from a simpler, smarter, and more human-centred experience with the state.