The ISeGov research team at the University of Macedonia explores the design, implementation, and evaluation of digital systems and processes that support the modernization of public administration. Our work in eGovernment focuses on how digital technologies can enable more effective, efficient, transparent, and citizen-centric public services.
We investigate both technological and organizational aspects of digital governance, including service integration, user-centered design, process re-engineering, and institutional transformation. A central theme in our work is the co-creation of public services—involving citizens, civil servants, and other stakeholders in shaping how services are delivered.
Key Research Topics:
One-stop government
One-stop government refers to the integration of public services from the perspective of the citizen or customer. This model allows individuals and businesses to access a variety of government services and information through a single point of contact, whether it be a physical office, call center, or online portal. The primary goals are to simplify interactions with the government, reduce administrative burdens, enhance efficiency, and improve citizen satisfaction. This approach often requires the reengineering of public sector processes and interoperability between different government departments to provide a seamless and customer-centric experience.
Models, Architectures, Systems and Technologies of e-Government
E-Government leverages Information and Communication Technologies (ICT) to transform how public services are delivered and how governments operate. Various models and architectures guide the implementation of e-Government, often layered to address different aspects such as user access, service delivery, business processes, information management, and the underlying technology infrastructure. Key systems include online portals, mobile applications, and integrated databases that facilitate citizen interaction and internal government operations. Technologies such as cloud computing, data analytics, and artificial intelligence are increasingly being adopted to enhance efficiency, transparency, and service personalization. The overall aim is to create a more informed, organized, and responsive government that optimizes services for all stakeholders.
Interoperability of e-Government and the once-only principle
Interoperability in e-Government refers to the ability of different information technology systems and software applications to communicate, exchange data, and use the information that has been exchanged. This is crucial for creating seamless and efficient government services, particularly for implementing the once-only principle. The once-only principle dictates that citizens and businesses should only have to provide standard information to public administrations once. Government agencies should then be able to reuse this data (with appropriate data protection and user consent) internally, reducing administrative burden and improving the user experience. Achieving this requires technical, semantic, and organizational interoperability across various government entities.
Use of Web 2.0, Social Media and Semantic Web Technologies in e-Government
Web 2.0 and social media technologies have significantly impacted e-Government by fostering greater citizen engagement, participation, and transparency. These tools, such as blogs, wikis, social networking platforms, and video-sharing sites, enable governments to interact more dynamically with citizens, solicit feedback, and co-create services. Semantic Web technologies, on the other hand, aim to make web content machine-readable, allowing for more intelligent data integration and service provision. While Web 2.0 focuses on user-generated content and collaboration, Semantic Web technologies can enhance how this information is understood and utilized by government systems, potentially leading to more personalized and proactive service delivery.
Public Service Delivery Models
Public service delivery models are frameworks that define how public services are provided to citizens and businesses. These models can range from direct provision by government agencies to various forms of collaboration and outsourcing. Common models include public-private partnerships, where government and private entities collaborate to deliver services; shared services, where multiple government units pool resources; and community-based management, particularly for localized services. The choice of model often depends on factors like efficiency, cost-effectiveness, the nature of the service, and the desired level of citizen engagement. Hybrid models that combine elements from different approaches are also increasingly common.
Enterprise Architectures
Enterprise Architecture (EA) in government is a strategic management practice and documentation methodology aimed at aligning an agency’s strategic goals with its business processes, information flows, and technology resources. It provides a holistic view of the organization, helping to guide digital transformation, improve decision-making, and ensure that IT investments support business objectives. By developing current and future state architectures, EA facilitates better planning, promotes the reuse of existing assets, enhances interoperability between systems, and can improve the efficiency and effectiveness of government operations. Popular frameworks like TOGAF and Zachman are often adapted for use in the public sector.
One-stop government refers to the integration of public services from the perspective of the citizen or customer. This model allows individuals and businesses to access a variety of government services and information through a single point of contact, whether it be a physical office, call center, or online portal. The primary goals are to simplify interactions with the government, reduce administrative burdens, enhance efficiency, and improve citizen satisfaction. This approach often requires the reengineering of public sector processes and interoperability between different government departments to provide a seamless and customer-centric experience.
Interoperability in e-Government refers to the ability of different information technology systems and software applications to communicate, exchange data, and use the information that has been exchanged. This is crucial for creating seamless and efficient government services, particularly for implementing the once-only principle. The once-only principle dictates that citizens and businesses should only have to provide standard information to public administrations once. Government agencies should then be able to reuse this data (with appropriate data protection and user consent) internally, reducing administrative burden and improving the user experience. Achieving this requires technical, semantic, and organizational interoperability across various government entities.
Dialogue systems and chatbots for public service information represent an innovative approach to delivering government services through conversational interfaces. These systems allow citizens to access information and assistance regarding various public services using natural language, whether via websites, messaging platforms, or voice assistants. The main objectives are to increase accessibility, provide instant responses, reduce the workload on human agents, and improve the overall user experience. Implementing such systems often involves advanced natural language processing, integration with government databases, and continuous updates to ensure accuracy and relevance, all contributing to a more responsive and user-friendly public service environment.
User experience and accessibility in government services focus on designing and delivering public services that are easy to use, inclusive, and responsive to the needs of all citizens. This approach emphasizes intuitive interfaces, clear communication, and the removal of barriers that may prevent individuals—especially those with disabilities or limited digital literacy—from accessing essential services. The primary aims are to enhance satisfaction, promote digital equity, and ensure that government platforms are usable by the widest possible audience. Achieving this often involves adopting user-centered design principles, adhering to accessibility standards, and continuously gathering feedback to refine and improve service delivery.
Enterprise Architecture (EA) in government is a strategic management practice and documentation methodology aimed at aligning an agency’s strategic goals with its business processes, information flows, and technology resources. It provides a holistic view of the organization, helping to guide digital transformation, improve decision-making, and ensure that IT investments support business objectives. By developing current and future state architectures, EA facilitates better planning, promotes the reuse of existing assets, enhances interoperability between systems, and can improve the efficiency and effectiveness of government operations. Popular frameworks like TOGAF and Zachman are often adapted for use in the public sector.
Selected Projects:
Developing models and ICT tools for the integrated co-creation and provision of public services. The project supports cross-sectoral collaboration and sustainability in service delivery.
Supporting the digital transformation of Citizen Service Centers (KEP) in Greece, including the redesign of back-office systems and the development of a multilingual EU-GO portal.
SC n° 35 in support of the Interoperable Europe Academy project
For GRNET
For the Ministry of Digital Governance
The Once Only Principle Project
Stakeholder community for once-only principle: Reducing administrative burden for citizens
Policy Support Programme (ICT-PSP) Competitiveness and Innovation framework Programme (CIP)
Innovative Enterprise Architecture Education and Training Based on Web2.0 Technologies
Pioneered a life-event-based approach to delivering seamless public services through a single digital entry point.
Facilitating Co-operation amongst European Public Administration employees through a Unitary European Network Architecture and the use of Interoperable Middleware Components
Ontology-enabled e-Gov Service Configuration
A Governmental Knowledge-based Platform for Public Sector Online Services
One of the first European efforts to design integrated platforms for online transaction services across government agencies.
Guidelines in PRocurement planning for Administrations offering Services to the Public
Beyond these projects, our team actively explores emerging directions in digital government research, including the use of artificial intelligence in public administration, the adoption of cloud-native and microservice architectures in government IT systems, and the implications of digital identity frameworks for secure, personalized service delivery. Furthermore, we engage with policy-level discussions on regulatory frameworks for trustworthy digital public services, and we monitor the integration of low-code/no-code platforms in public sector innovation strategies. These areas represent our commitment to staying at the forefront of both technological and institutional change in public service delivery.