The public service comprises all departments and entities that operate within the public sphere. Be it education, social services or animal welfare, all these entities have over the years developed into complex organisations that need to deal with the ever-changing landscape of the modern world. Bringing them together and harmonising their approach and format for the benefit of the end-consumer is Servizz.gov, the government’s coordinating arm.

WhosWho.mt sat down with CEO Massimo Vella, to discuss the highlights of the work that goes into bringing an entire government’s operation, conveniently in one place.

“We are determined to make it easier for our end users, to find and make use of the various government services that exist on offer. Servizz.gov, will be celebrating 10 years next year, and apart from it being a call for celebration, it is also a moment to reflect on all the work we have done, and the milestones we have obtained,” says Massimo.

In fact, the public service has seen a complete transformation in the past years, as it was geared around to accommodate the changing needs of customers. With a solid background in IT, Massimo is keen to take the organisation to new, technologically-driven heights, without however alienating the traditional methods of reach out, which remain the preferred ways of contact for many.

“We know that our clientele is as varied as the services on offer. That is why, while we strive to have as many services readily available online, customers have a whole range of options to choose from how to access them. Servizz.gov.mt is our online one-stop-shop which leads customers to all government departments and the various online solutions they would be after. Popular with the more technologically erudite, this portal has proven to be extremely successful, registering an ever-growing rate of engagement,” Massimo explains.

“Freephone 153 is our second line of artillery, offering remote assistance on a different, perhaps slightly more traditional channel,” Massimo continues. In fact, the freephone service is constantly being updated with more services which are available on the other end. “When calling 153, customers are prompted, through an improved brand-new system, to choose the service or department they need through an extension of their choice. This takes them to our trained personnel who will be more than happy to guide them through their query and help them reach their goal. The freephone can provide assistance about Education, Jobsplus, REWS, Social Services, Enemalta, Animal Welfare, Disability support and Tax services among several others.”

Extension number 25 has been especially set up to help customers with all their questions related to the Budget 2025.

Customers can also contact Servizz.gov through social media, and email, but also through live chat and a specially trained chatbot. “Our assistance is available on virtually all forms of communication, making sure that our customers can find the right answers as easily and efficiently as possible.”

However, Servizz.gov doesn’t stop there – it is also available right in the heart of Malta’s towns and villages, available to those who still prefer the personal touch and warmth of a human interlocutor.

“Being geared up for 21st century communication doesn’t mean abandoning traditional methods. In fact, we continued to invest in our locality centres where customers can come over and share their thoughts and concerns with our highly trained professionals. We are present in no less than 25 hubs across Malta, ready to answer questions and help people sort out their tax-related questions, doubts about social services, difficulties dealing with education or energy distribution,” Massimo explains.

When a request for information is lodged, the information is likely to be provided straight away. In the case of a request for a determinate service, customers are assisted to make the necessary request with the particular department and followed up.

“We want to grow the concept of being a one-stop-shop as much as possible. We know how busy we all are in today’s society, and finding the right assistance at the convenient place is sometimes enough to turn our day around! Servizz.gov strives to do just that,” Massimo reflects.

Servizz.gov hubs, can be found in all major towns and villages in Malta including Birkirkara, Fgura, Lija, Hamrun, Qormi, Mosta and Mellieha among many others, and open according to predicted flows of business.

“In order to be efficient with public resources, the hubs open over a three-tier system, whereby the busiest open every day of the working week to meet the elevated demand of the public, those on the second tier open three times weekly, while the rest open twice in a week,” Massimo clarifies, while reassuring that if your closest one is closed today, you can easily go to the next one, no problem.

“Ultimately, we’re in the business of helping people sort out any confusion and obtain the assistance they would need in the most efficient way possible. We strive to be as efficient as possible for the benefit of our customers,” Massimo concludes.