Digital Transformation in Greek Municipalities: Mapping AI and Digital Applications Through Mixed-Methods Research

This comprehensive study presents a detailed examination on the digital transformation of public sector services in Greece, focusing on the implementation and effectiveness of AI and digital applications across various municipalities. By exploring the end-users experiences and perceptions of both internal municipal staff and external citizens, the study aims to uncover the strengths, weaknesses, potential areas for improvement in these technological initiatives and propose enhancements for future development. Greece's public sector has increasingly integrated digital solutions to streamline services and enhance citizen engagement. However, the effectiveness and acceptance of these applications remain inadequately explored. Our research seeks to fill this gap by systematically analyzing the deployment of AI and digital applications in Greek municipalities. The research employs a mixed-methods approach: Qualitative Analysis: Conducting semi-structured interviews with municipal staff (internal users) to understand their experiences, challenges, and perceptions of the digital applications. Quantitative Analysis: Distributing surveys to citizens (external end users) to assess the usability, accessibility, and overall satisfaction with these digital services. The primary goals of this research are to: Map the current state of digital transformation across Greek municipalities. Identify the strengths and weaknesses of existing AI and digital applications. Evaluate the applications' usefulness from the perspective of both internal staff and external users. Detects unmet needs and potential areas for new digital services. Propose actionable recommendations for the improvement and future development of these applications. Highlight risks and threats regarding accessibility and inclusiveness of the tools by all citizens. The research is expected to yield comprehensive insights into the current digital landscape in Greek municipalities. The findings will include a detailed analysis of user experiences, highlighting the effectiveness and shortcomings of current digital solutions. Based on these insights, the study will offer concrete proposals for enhancing the user experience, expanding service offerings, and fostering greater digital inclusion in the public sector. By examining both internal and external perspectives on AI and digital applications in Greek municipalities, this research endeavors to contribute significantly to the understanding of digital transformation in the public sector. The findings will not only guide improvements in current applications but also inform the development of future digital initiatives, ensuring they align more closely with user needs and expectations.