one stop shop customer services | Public Institutions

This compendium, prepared by the Division for Public Institutions and Digital Government (DPIDG) of the United Nations Department of Economic and Social Affairs (UN DESA), aims to capture emerging trends in digital responses of UN Member States against the COVID-19 pandemic along with other digital government initiatives and provide a preliminary analysis of their main features. These cases are shared for exchange of information so that Member States can learn from each other and possibly create new partnerships.

Closure of hubs that received walk-in visits from the general public:
As a counter measure scheduling of online appointments (eg. via Skype) via freephone 153 was put in place.
Freephone 153:
In the eventuality that the call centre has to close, a backup plan has been put in place so that the queries related to Dept of Social Security and Income Tax would still be received via freephone 153.
Facilitation of access to government social financial measures application forms:
i) Facilitation of online COVID 19 related forms on agency's website, servizz.gov.mt, through banner on landing page, and
ii) Support through appointments or freephone 153 wrt said social financial measures.

Country

Malta

Institution

servizz.gov