What changes in the service of EFKA in 2022

Until recently, the experience of citizens from EFKA had been linked to the “bad” face of public administration: bureaucracy, inability to communicate, inconvenience and frustration. Today, the situation has improved significantly.

In recent months, EFKA has been implementing a number of actions, with the aim of definitively addressing problems that degrade citizen service. At their center is the utilization of digital technology, for provision of over 50 electronic services, the possibility for electronic appointments, the myEFKAlive service etc..

The operation of 1555 also has a decisive role in improving the service of the citizens, of the new unified call center of the Ministry of Labor and Social Affairs, which operates 24 hours a day, free of charge and with a minimum waiting time. So far, the new call center has received about 400,000 calls from citizens, of which 96% have been served.

The effort, however, for the organizational and digital transformation of EFKA is continuous. Within 2022, new, or expanded existing actions are implemented in EFKA, which further strengthen the digital profile of the organization and upgrade the level of service to the citizens. In particular, the following actions have already been launched:

– The need for telephone communication with physical branches is gradually eliminated, as all the service of the citizens will be done through the unified call center 1555.

– 15 new electronic services are being developed, which will further reduce the need for physical presence and waiting at the institution’s branches. Already every month about 1.2 million electronic transactions are made, preventing such movements and drastically reducing the suffering of citizens.

– The merger of the physical branches of EFKA is completed by the end of 2021, in order to create a single address in each prefecture. This avoids unnecessary travel, confusion and inconvenience to citizens, while improving coordination between employees.

– Visits to physical branches for services provided electronically are phased out. In this way, the branches will be further decongested, improving the service of the citizens who need to be served with a physical presence, but also the daily life of the EFKA employees.

– The myefkalive service is extended everywhere, through which the insured are served remotely, by video conference or video calling. The service started by initially covering the inhabitants of the Cyclades and the Dodecanese. Today it has been extended to the islands of the Ionian and Northeastern Aegean, while all areas of Greece will be gradually added.

– The service of electronic appointments is made permanent, for cases where it is necessary to visit the physical branches of EFKA. To date, 860,000 online appointments have been made, while since July 2021 the available appointments have been extended from two weeks to five.

Along with the upgrade of its services, it remains a priority for EFKA accelerating the settlement of outstanding pensions. In this context, the Control Tower has been put into operation, to monitor the progress of retirement requests in real time. Also, in November, 179 certified private lawyers and accountants took action in the first phase, in order to help as external partners in speeding up the process of awarding pensions.

It is true that EFKA is called upon to carry out a huge and difficult mission, which is hampered by organizational pathogens and bad mentalities of the past. These problems, obviously, can not be solved automatically. However, the beginning has been made and EFKA is gradually transformed, from a source of suffering, into an organization that respects and serves the citizen.