Greece will upgrade its gov.gr digital portal starting in April, introducing a more personalized system that tracks citizen requests and expands available certificates, the Digital Governance Ministry said.

Under the upgrade led by Minister Dimitris Papastergiou, gov.gr will operate like a customer relationship management platform, a model widely used by major service companies. The approach shifts the state toward managing services around the citizen, offering a single point of contact and a broader range of transactions.

The revamped portal will connect not only to Citizens Service Centers but also to agencies including the social security fund EFKA, planning authorities, the land registry and Civil Protection. Citizens will be able to request and receive certificates through one platform, creating a unified view of each case.

In addition to family status and birth certificates, civil registry acts for birth, marriage, civil partnership and death, and military status certificates, the new system will issue certificates of contributions and work experience. It will also provide planning documents such as land-use and building terms, confirmations on unauthorized structures, energy performance certificates, and building or use permits.

Links to Civil Protection will allow applications and reports related to compensation and damage certificates from natural disasters, which currently require separate requests to competent bodies or municipalities.

A key innovation is personalized updates on each request. After submitting an application, citizens will receive status information specific to their case, including completion timelines and any delays. Notifications will be delivered through multiple channels, including SMS, Viber and a call center.

The ministry says targeted updates will speed processing by flagging missing documents that can otherwise stall cases for long periods. The stated goal is for gov.gr to function as a single gateway for digital dealings with the state.

Source: Ekathimerini.com