The image of citizens waiting in endless queues outside Public Financial Services (DOY), clutching folders full of documents, is finally becoming a thing of the past. The Independent Authority for Public Revenue (AADE), under the leadership of Governor Georgios Pitsilis, is ushering in a new era with the launch of the 'myPoint' network. This represents a radical redesign of the state-taxpayer relationship, moving beyond mere digitization of forms to a complete restructuring of the administrative framework.
The Philosophy of the 'Phygital' Model
'myPoint' is not just a new service desk; it is the physical touchpoint of a vast digital ecosystem. AADE’s strategy is based on the 'phygital' model (physical + digital), recognizing that despite the progress of digital applications, a significant portion of the population—whether due to age or the complexity of their cases—still requires personal contact. The 'myPoint' locations act as guidance hubs where citizens can process their affairs with the help of specialized staff while utilizing modern digital tools.
The core concept is to provide a 'unified service experience.' This means that whether a citizen communicates via the myAADE app, by phone, or in person, they receive the same quality of information and the same speed of response. Interconnecting these channels allows AADE to track the history of each request in real-time, reducing delays previously caused by information being scattered across different departments.
From Local Tax Offices to Centralized Hubs
The implementation of 'myPoint' is accompanied by a historic shift: the abolition of the traditional local DOY model and the creation of large, centralized units. New Tax Service Centers (KEF) and Collection Centers (KEBEI) handle the processing workload, while 'myPoint' remains at the 'front line' for public reception. This centralization allows for better utilization of human resources, as employees specialize in specific areas (e.g., capital, income, VAT) instead of trying to cover the entire spectrum of tax legislation.
- Speed: Automation of processes means that requests that once took weeks are now completed in minutes or hours.
- Transparency: Minimizing subjective employee intervention and ensuring digital traceability of every action strengthens citizen trust in the administration.
- Personal Guidance: For the first time, the citizen is treated as a 'client' who needs support to remain compliant, rather than a potential offender.
Technology Serving the Taxpayer
The 'myPoint' network integrates advanced technologies, such as appointment management systems that prevent overcrowding and AI-powered chatbots capable of answering basic queries. Furthermore, the use of Artificial Intelligence for data analysis allows AADE to identify error patterns in citizen filings and proactively warn them, thus avoiding fines for simple clerical errors. The citizen’s 'digital mailbox' now becomes the central reference point where all documents are stored, eliminating the need for physical photocopies.
"Our goal is an AADE that stands by the citizen, not against them. myPoint is the face of this new, modern, and friendly authority," states the Authority's leadership.
Challenges and the Future of Administration
Despite significant progress, challenges remain. Transitioning to a fully digital model requires continuous training for staff, who are called upon to change a decades-old mindset. At the same time, AADE must ensure that 'digital isolation' does not affect vulnerable social groups. 'myPoint' aims to bridge this exact gap. In the future, the network is expected to expand to more regions of the country, integrating even more services, such as immediate dispute resolution via video conferencing.
In conclusion, 'myPoint' is not just a technical upgrade but a cultural shift in Greece's public administration. It is an attempt to create a state that operates with the efficiency of the private sector while maintaining its social role and its mission for the fair distribution of tax burdens.
