
During 2024, Servizz.gov received over 2.6 million service requests or inquiries related to public services, marking 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 report highlights a rise in demand across all Servizz.gov platforms. Freephone 153 remained the most popular helpline in Malta, handling 1,128,509 calls—an increase of 31%.
The Servizz.gov.mt website also saw an 11% rise in traffic, reaching 977,380 visitors. Meanwhile, 75,764 users engaged with the Chatbot (a 23% increase), and email queries rose by 24%, totalling 107,115.
Additionally, over 332,000 individuals sought in-person assistance at one of the 25 regional centres and two technical hubs across the country—15% more than in 2023. The busiest centres included the specialised Servizz.gov Taxpayer Hub in Floriana and regional hubs in Ħamrun and St Paul’s Bay.
Tony Sultana stated that these figures reflect Servizz.gov’s growing importance to the Maltese public. CEO Massimo Vella added that 2024 was a year of expansion, digital investment, and modernisation, including the integration of Artificial Intelligence into government services.
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