Smart eGov Services for Citizenship: Improving Personalized Services

The Greek Integrated Information Citizenship System “Gr.I.I.C.S” (pronounced “Greeks”) is used by the competent Services nationwide. The Central and Regional Citizenship Directorates of Greece process thousands of cases of varying levels of complexity every year and it has been apparent that an expert system should be created to aid them in this task. In 2017, “Gr.I.I.C.S” was put in productive use that modernized procedures. In this work, we dive into the processes of the complex Citizenship Law provisions. The business process analysis is focused on the evaluation of two popular citizen service scenarios. Our work shows that proposed approaches will shorten the service time needed for each case and it contributes at the same time to a more effective management of citizenship employees.