Civil Service Centers across Greece also operate as Points of Single Contact. This means they serve citizens AND also businesses in administrative procedures.
The Civil Service Centers were created under the National Law 3844/2010 to ease and also speed administrative procedures and to gather many public procedures in a one stop shop Service.
Civil Service Centers across Greece also operate as Points of Single Contact. The PSC that operates in Thessaloniki (Service Center 0002- Α’ municipal community of Thessaloniki) has received the most numerous applications for services in Greece, since it is the most experienced and effective PSC.
The Services that are provided to Greek Citizens/ Businesses or to citizens from EU/EEA member states are the following:
a) information to Citizens/Businesses by telephone, email and physical presence
b) submission of supporting documents online via the platform www.eu-go.gr OR through physical presence. All original documents are digitized and digitally signed by verified officials and are sent electronically to the competent Public Service.
c) processing and monitoring procedures: Employees of Point of Single Contact monitor application submitted, until it is fulfilled. Only the PSC communicates on behalf of the citizen/business with the relevant Public Service as many times as needed.
Main parts cooperating together:
a) EU-GO platform (www.eu-go.gr)
b) PSC human resources
c) the Public Service competent for issuing the documents or business licensing
d)The Ministry of Administrative Reconstruction.
There were no extra financial resources to setup and run the PSC within the Civil Service Center 0002 (Α’ municipal community of Thessaloniki). At the setup period (the first 12 months), the human resources needed were estimated to 6-manmonths.To run the PSC service, 2-manmonths per year are needed.
Evidence of success
Over 100 application forms since October 2013 have been submitted to PSC 0002 . The 54 Point of Single Contacts across Greece provide horizontal service without any local restrictions. During the first year of economic crisis in Greece, the PSC helped to quick setup and run a simple stable system to support the submission of application for licensing or to start businesses. The experience of PSCs was helpful to create the nowadays main Greek electronic platform www.notifybusiness.gov.gr
Lessons learned point out that:
1.there should be update in the content of www.eu-go.gr platform when legislation about a procedure changes
2.the competent authorities for a procedure should also have access to platform
3.valid contact nformation of authorities should be uploaded to platform
Potential for learning or transfer
The Point of Single Contact service can:
a) be expanded to many Greek Public Services
b) be adjusted and transferred to other EU countries, given the directive (2006/123/ΕC) on services in the internal market.
It can be considered as Good Practice because it offers:
a) Quality service, avoiding the typical Greek Public Administration bureaucracy: time saving procedures, possibility of personal service after appointment, one and only info point, effectiveness in the final deliverable, faster service and good environment
b) Effective functioning of the Public Administration: resource saving (time saving, means saving, consumables saving, human resources saving),
c) Transparency through the information given by the system. The system also puts indirect pressure to Public Authorities
d) Extensive use of digital technology: EU-go platform, digitalization of documents, digital signature, electronic communication/ mailing