During 2023, servizz.gov received more than 2.2 million requests for service or information related to public services, Tony Sultana, Head of the Public Service, said.

He was speaking during the launch of the Agency’s annual report, an event which also marked the unveiling of Servizz.gov’s revitalised identity following a comprehensive rebranding initiative.

According to the Annual Report, digital channels continue to be the most popular, with 898,563 individuals accessing the servizz.gov.mt website. Additionally, 86,192 inquiries were handled through email correspondence, while 61,560 users engaged with the chatbot that was officially launched last year.

Notably, Freephone 153 remained among the most used lines in our country, receiving 863,126 calls. In the same period, 287,580 people preferred a face-to-face service, by visiting the 24 regional centres of servizz.gov.

Sultana emphasised that these figures underscore servizz.gov’s unwavering commitment to efficiency and growth. He expressed optimism for a future marked by continued progress and enhanced service delivery.

CEO Massimo Vella elaborated on servizz.gov’s ongoing evolution, highlighting ongoing initiatives aimed at specialisation and modernisation, enabling improved service provision to citizens. Looking ahead to 2024, Mr Vella outlined many ambitious projects, including further modernisation of service centres and increased investment in digital infrastructure, with a particular emphasis on the leveraging of Artificial Intelligence Technologies to enhance user experiences.