PRESS RELEASE BY SERVIZZ.GOV Servizz.gov provided 2.6 million services in 2024

More people made use of each servizz.gov platform

During 2024, Servizz.gov received more than 2.6 million requests for services or information related to public services, an increase of 400,000 interactions compared to the previous year. This was announced by the Head of the Public Service Tony Sultana and Chief Executive Officer Massimo Vella during the launch of the agency's annual report.

The Annual Report reveals that the increase in services provided is spread across all Servizz.gov platforms. 

In fact, the Servizz.gov Freephone 153 has continued to establish itself as the most popular freephone service in the country, handling 1,128,509 calls — a 31% increase. The Servizz.gov.mt website recorded 977,380 visitors (an increase of 11%). During the same period, 75,764 people used the Chatbot, and 107,115 used emails, reflecting an increase of 23% and 24% respectively. Additionally, more than 332,000 people opted for face-to-face assistance by visiting one of the 25 regional centres and 2 technical hubs operated by Servizz.gov across the country—an increase of 15% over 2023. The most frequently visited centres were the specialised Servizz.gov Taxpayer Hub in Floriana, as well as the regional hubs in Ħamrun and St Paul's Bay.

Head of the Public Service Tony Sultana, stated that these figures are clear evidence that Servizz.gov is becoming increasingly popular and sought after by the Maltese people each year. While expressing his gratitude to all Servizz.gov employees, he reiterated the Public Service's commitment to continuing to invest in and provide the necessary resources to ensure the agency delivers efficient and immediate service to its clients.

CEO Massimo Vella explained that in 2024, the agency's operations continued to expand, with more government services being integrated into the Servizz.gov platforms. He highlighted that Servizz.gov has become increasingly data-driven, leveraging valuable insights to deliver faster and more efficient services to clients. He described 2024 as a successful year marked by further modernisation of centres, the launch of a new brand identity, and increased investment in digital tools, including the integration of Artificial Intelligence.

The Servizz.gov Annual Report 2024 can be found here: https://www.flipsnack.com/EABCD999E8C/annual-report-2024/full-view.html.