Cyprus Mail

Citizens service centres receive high level of approval

The Citizens service centre in Paphos

Over 97 per cent of people are satisfied with the way the citizens’ service centres (KEP) operate and respond to doubts or queries citizens might have about the public sector, a survey released on Monday showed.

KEP was established in 2005 and carries out a poll every three years to measure the level of satisfaction for the service.

The idea behind the service is to have “one-stop-shop” for the public, which can provide answers to multiple questions regarding different state departments.

Aside from the level of general satisfaction with KEP, standing at 97 per cent, seven points higher than the last poll in 2017, 94.3 per cent of citizens who took part in this year’s poll said they were satisfied with how fast their queries or doubts were resolved.

Furthermore, 96.8 per cent of people interviewed were satisfied with the level of staff training and knowledge.

Regarding the way of communicating with KEP, 53.6 per cent of citizens interviewed chose to visit their local KEP office when in need of help, with almost 40 per cent choosing to seek advice on the phone. Only 0.2 per cent opted to email KEP.

Finally, according to the poll, 65.8 per cent of the people interviewed had their queries resolved in under 10 minutes, while 29.1 per cent had to wait between 10 and 30 minutes and 2.8 per cent were served in 30 minutes to one hour.

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