Servizz.gov is the Government Agency that handles all public services, thus being the point of contact for citizens and their needs. In the past years, the Agency has been going through a veritable renaissance in its bid to guarantee public accessibility to Government services. In fact, to achieve this goal, the Agency is committed to providing services on various platforms and by every possible means, including in-person, over the phone, social media and online.

As its annual report rolls hot off the press, WhosWho.mt takes a deep dive into the work carried out by Servizz.gov, and how it is determined to make a difference in how the public perceives and interacts with Government services.

“Our strategy has been multifaceted, as we have made it a point to drive our services to new realms such as digital, while keeping our physical contact alive,” Massimo Vella, Chief Executive Officer at Servizz.gov explains. “Digital is certainly the way of the future, and we want to render our services easily accessible round the clock, as we welcome new ways of doing business. At the same time, however, we are very sensitive to those in our society who still might not be comfortable making use of digital platforms. We also understand that we have an important role within our social fabric to fulfil, which we do, eagerly,” he adds.

The annual report of Servizz.gov, serves as a snapshot in time of the work carried out by the Agency in the previous 12 months. It is a testament to the hard work of the thousands of public servants who bring the different departments to life.

In fact, during 2024, Servizz.gov recorded an impressive 2.6 million interactions – an unprecedented figure by all accounts.

Website use has gone up significantly, reaching a dizzying 977,480 users, which translate to an 11 per cent increase, showing a robust drive towards digital services. During the same period, the Agency received upward of 107,115 emails, marking a 24 per cent increase over the previous year.

The Freephone Servizz.gov 153 number remained widely in use, registering a staggering 1,128,509 calls in 2024. This indicates an increase of over 107,250 calls over the previous year. Concurrently, the 25 regional hubs saw 15 per cent more visits, which amounted to 332,015. The Taxpayer Service Hub in Floriana had the highest footfall, with over 42,000 visitors. The most popular local hubs were those in Żejtun, Ħamrun, Qawra, Raħal Ġdid and Valletta.

In the digital sphere, the automated Servizz.gov chatbot registered 75,764 users, or 23 per cent more than the previous period, handling 60 per cent of queries automatically without requiring human intervention.

Behind these successes is a team of motivated hard-working individuals. In fact, in 2024, the Human Resources Department within Servizz.gov continued to play a pivotal role in driving the Agency’s success through a combination of training, dynamic recruitment, and engaging initiatives. Servizz.gov invests handsomely in professional development in a bid to underscore its commitment to empowering its workforce.

2024 was also a great year for projects, aimed at improving services, enhancing infrastructure, and prioritising the well-being of its staff as well as that of the public it services. In fact, the Ħal Lija service hub was successfully refurbished and reopened in the first quarter of 2024. The upgraded facilities now offer improved services, meeting the needs of the public more effectively. A brand-new hub has been opened in Mellieha. Following comprehensive planning and works, the hub welcomed members of the public in September, expanding access to vital services for the local community.

Two further refurbishment projects are in the works for the Żabbar and Paola hubs respectively, with works set to commence in 2025. Preparatory work for a new hub in Qawra is also ongoing, with proposed layouts being evaluated.

In the meantime, the Agency remained committed to improving its existing hubs, enacting continuous upgrades, ensuring facilities are as expected in the modern world, and responsive to both public and staff requirements. This also included a drive to ensure health and safety standards across all hubs, reflecting the Agency’s unwavering commitment towards efficient and accessible services, while fostering a safe environment for all stakeholders.

The Agency has also invested handsomely in the IT aspect of its efforts, enhancing service delivery, strengthening security, and improving technological capabilities.

In fact, a new queue management system was implemented across all hubs in 2024. In order to ensure that all team members sing from the same hymn sheet, comprehensive training sessions as well as hands-on workshops were conducted across the board, ensuring effective use of the new platform.

Additionally, the new ticketing system is integrated with popular social media giant YouTube – an innovative way of reaching out to a wider cohort.

In 2024, a proof-of-concept project was initiated to create a single point of entry for accessing Government services, while guaranteeing data integrity across all websites. The project ensures that information remains consistent, accurate, and up-to-date across all live portal. Plans for 2025 include extending this project to more Ministries and Departments.

During the period under review, Servizz.gov also sought to develop a new chatbot using Copilot technology, replacing the existing chatbot on the Servizz.gov portal. This new chatbot is expected to deliver accurate and contextually relevant responses to user inquiries by leveraging an extensive knowledge base. By incorporating Copilot technology, the project aims to significantly enhance customer service by providing instant, reliable assistance and reducing the burden on Servizz.gov agents.

A great deal of the work that is done takes place behind the scenes, and that is surely what happens within the parameters of research and development. The R&D Department within Servizz.gov sought to enhance quality assurance every step of the way, through the refinement of public service design, and the advancement of customer and business experiences within the public sector.

“This is just the very tip of the iceberg of work Servizz.gov has carried out last year. We invite the public to come forward and get acquainted with the incredible dedication of our teams behind our projects, as we strive to bring the public service closer to them. We are extremely satisfied with all the great results we have achieved, yet we remain motivated to continue growing for the benefit of our audiences in 2025,” Mr Vella concludes.