Before KEP, completing a routine administrative task in Greece could mean visits to multiple agencies, long queues, and paperwork carried by hand from one office to another. Kapa Research designed the answer: a nationwide network of single points of contact where citizens could handle hundreds of administrative procedures in one visit. Our work covered the full arc of the project, from researching citizen’s needs and mapping administrative procedures to designing the service model and supporting its nationwide rollout. Two decades later, KEP remains embedded in Greek daily life and the clearest proof of what citizen-centered research can build.