Government & Public Services

Our Government & Public Services division helps public institutions understand the citizens they serve and design services around real needs rather than assumptions. We combine large-scale citizen research with service design and implementation support, working with ministries, regional and local governments, and public agencies.

This is the division closest to our history: some of Greece’s most recognizable public service innovations began as Kapa Research projects, and that experience of turning research into working institutions still shapes how we approach every public-sector engagement.

• Citizen Satisfaction and Service Evaluation: We measure how citizens actually experience public services, identifying friction points, unmet needs, and priorities for improvement, so that agencies can invest where it matters most.
• Public Service Design and Innovation: We support the design and rollout of new service models, from concept research and feasibility studies through piloting and nationwide implementation.
• Trust in Institutions Research: We track citizen’s trust in national, regional, and local institutions over time, giving governments an evidence base for transparency and reform initiatives.
• Administrative Reform Support: We provide the data foundation for modernization programs, including census style mapping of service providers, user-demand studies and evaluation of reform outcomes.

The Citizen Service Centers (KEP) were developed entirely by Kapa Research, introducing the one-stop-shop concept to the Greek public sector in the early 2000s. Today there are KEP offices in every municipality in Greece, and the institution is widely recognized as one of the most successful state initiatives ever undertaken to improve citizen’s daily lives.

Commissioned by the Union of Regions of Greece (ENPE), this nationwide survey of 2,005 citizens across all 13 regions examined public trust in EU institutions, expectations about the future of Europe, attitudes toward EU integration, and the standing of regional government as an institution, providing regional authorities with a rare evidence base on how citizens view the layers of government that serve them.