Impressive Service Speed at Citizens Service Centres
In a recent survey conducted by the finance ministry, the efficiency of the Citizens Service Centres (KEP) has been brought to light, with a staggering 97 percent of users expressing high levels of customer satisfaction. The majority of visitors to these centres, which are designed to streamline citizen interactions with civil services, reported being served within a mere ten minutes.
These centres have been instrumental in reducing the time citizens spend on bureaucratic procedures. Approximately 67 percent of visitors were attended to in less than ten minutes, while around 28 percent waited between ten to thirty minutes. The survey indicated that only a small fraction, 2 percent, experienced longer wait times of up to an hour.
Customer satisfaction did not stop at service speed; the courtesy and helpfulness of the KEP staff also received high praise, with more than 94 percent of respondents satisfied with the service speed and a similar percentage approving of the staff’s conduct.
The advance-appointment system, adopted by the KEP offices, has been credited for contributing to these positive results, with over 91 percent of participants acknowledging its effectiveness. The system has been well-received, with more than 92 percent having secured an appointment before their visit.
Despite some concerns about parking availability at certain locations, the daily average of 3,210 people served across the island showcases the significant impact these centres have had on public service delivery. From issuing ID cards and passports to handling driver’s licence registrations and health system inquiries, the KEP centres have efficiently executed millions of individual actions both in person and over the phone.
Furthermore, the survey highlighted that over 80 percent of respondents believe that KEP centres have substantially reduced bureaucracy. The finance ministry has recognized the remarkable impact these centres have had on citizens’ lives, noting that since their inception nearly two decades ago, they have completed over 13.4 million in-person actions and 5.5 million telephone inquiries.
Telephone interactions also scored high in customer satisfaction, with 65.3 percent of users reporting being “very satisfied” with their experience. The convenience factor was underscored by the fact that nearly 70 percent of citizens resolved their issues with just one visit to a KEP centre.
With extended opening hours receiving approval from more than 92 percent of those surveyed, it is clear that the Citizens Service Centres are a cornerstone in providing efficient and effective public services, resonating well with the needs of the public and setting a benchmark for customer-oriented government services.
