Digital Transformation of Citizen's Service Centres in Greece (KEP)

About this project

<p>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 However, 1.038 KEP offices all over Greece, were still operating with outdated tools and slow, paper-based procedures.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.</p> <p>The project introduced a <a href="https://ekep.gov.gr/">brand-new digital back-office system</a>, fully connected with Greece’s national platforms like gov.gr and the National Register of Procedures (MITOS). It also upgraded the <a href="https://eugo.gov.gr/en">EU-GO porta</a>l, 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, <a href="https://www.gov.gr/en/">gov.gr</a></p> <p>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.</p> <p>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.&nbsp;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.&nbsp;</p>

Project partners

• Organisation for Economic Co-operation and Development Donor project partner· France
• Organisation for Economic Co-operation and Development Project partner· France
• GRNET S.A Project partner· Greece