Greece marks six years of gov.gr and unveils public service CRM
More than 9 million citizens have used gov.gr as Greece expands digital government.
The Greek government has marked the sixth anniversary of gov.gr by presenting new figures on the platform’s use and outlining the next phase of public sector digitalisation.
At an event organised by the Ministry of Digital Governance and Artificial Intelligence, officials highlighted the expansion of Greece’s digital public services. They presented a new unified customer relationship management system for citizens and businesses.
According to the ministry, gov.gr now offers more than 2,257 digital services and has been used by over 9 million citizens. More than 431 million documents and certificates have been issued through the platform since its launch. At the same time, the digitisation and simplification of 20 selected procedures is estimated to generate annual savings of €312 million.
The new CRM infrastructure is intended to consolidate interactions between citizens, businesses and public services into a single environment. Requests and cases submitted through gov.gr, Citizens’ Service Centres and call centres will be tracked in one place, allowing users to follow their status and receive updates on the service handling the case and its expected completion.
The CRM project is being implemented under Greece’s National Recovery and Resilience Plan, ‘Greece 2.0’, with financing from the EU’s NextGenerationEU programme. Officials said the system is intended to reduce bureaucracy, improve transparency and make public administration more consistent across different service channels.
Why does it matter?
The move points to a shift in digital government from putting individual services online towards building an integrated public service infrastructure. If implemented effectively, a unified CRM system could make interactions with the state more traceable and coordinated, while also raising important questions about interoperability, data governance, service accountability and citizens’ access to public administration across digital and non-digital channels.
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