The Managing Director of Information Society, Stavros Asthenidis, analyses the important changes promoted by Artificial Intelligence technologies in the citizen-State relationship, as well as the reform of the Digital Cadastre, in an interview with Liberal.

Mr Asthenidis underlines the decisive role that AI tools will play in critical public sectors, such as Health, Education and Justice, while pointing out the multiple benefits brought by new technologies, with the aim of reducing bureaucracy, improving transparency but also increasing the public services efficiency.

Interview with Christos Th. Panagopoulos

Which key sectors of the Greek State benefit directly from the integration of AI technologies? Which services have already been upgraded with them?

Artificial Intelligence (AI) is a powerful catalyst for the modernization of the Greek State, which can shape new perspectives aimed at improving the lives of citizens.

The promotion of pioneering AI-powered digital services is for all of us in Information Society the next challenge.

The benefits are extremely important for key sectors of the Greek State such as:

• In Health with the fastest and most valid disease diagnosis, personalized medication based on the genetic data and medical history of each patient, as well as the optimization of hospital administration in managing appointments, beds and financial resources by reducing waiting times and increasing efficiency.
• In Education with personalized learning, where AI can create customized learning programs for each student, taking into account their needs and capabilities.
• With automatic assessment of written assignments and detailed student feedback and teacher support where AI can take over repetitive tasks such as correcting exercises, thus freeing up time for teachers to focus on more creative activities.
• In Justice with analysis and processing of large volumes of legal documents by identifying relevant information and by supporting judges in decision-making but also in predicting crime as it can analyse data to identify areas with an increased crime risk and help prevent it.

And these are just some of the cases where Artificial Intelligence can be used directly by the Greek State. In all branches of public policy such as Public Safety (with surveillance and crisis management), Infrastructure (with the maintenance of water or electricity networks) and Public Administration (with the automation of bureaucratic processes), this technology can shape new perspectives aimed at improving the lives of citizens.

Regarding the second part of your question, I would like to note that our country is already taking the first important steps regarding the integration of Artificial Intelligence (AI) in public services.

Indicative examples of this development are:

• Gov.gr: The public administration unified digital portal, which has integrated a digital assistant (chatbot) based on AI technologies. This assistant can answer citizens’ questions about various services and procedures, thus providing quick and personalized answers.
• The Cadastre, which uses AI algorithms to automate tasks related to contract processing contracts and analysing large volumes of data.
• The Ministry of Health in which there are pilot applications that leverage AI to analyse medical images, diagnose diseases and predict epidemics.
• The audit tax mechanisms that are being integrated into the IAPR toolbox to fight tax evasion and financial crime.

How does Artificial Intelligence help improve efficiency and simplify processes in the public sector? Are there specific challenges or difficulties faced by the Greek State in the process of integrating AI technologies?

Artificial Intelligence (AI) has already begun to play an important role in improving efficiency and simplifying processes in the public sector, offering multiple benefits.

With the automation of repetitive tasks such as application processing (e.g permits, benefits), data control and verification, document management and archiving. This allows employees to focus on more strategic projects.

By optimizing service to citizens. Specifically, public organizations can now use chatbots and virtual assistants to provide 24/7 support, answering frequently asked questions and referring citizens to the appropriate services.

In addition, AI can analyse large amounts of data, revealing patterns and trends that are not easily visible. Such as anticipating needs (e.g. healthcare, social services), allocating resources (e.g. police or fire brigades) and fighting corruption and enhancing transparency. Through data analysis and transaction monitoring, AI can detect suspicious activity, helping to prevent mismanagement or misuse of resources.

Finally, the contribution of AI to the streamlining of Public Administration processes, electronic governance, the integration of services on single platforms (one-stop shops) and crisis management is decisive.

However, the integration of Artificial Intelligence (AI) technologies in the Greek State is a demanding process and there are several challenges (e.g. ethical, data protection and staff training issues) that must be overcome for their successful implementation. Nevertheless, using the right strategy, AI can contribute substantially to creating a more efficient, transparent and citizen-friendly system of public administration.

The most basic challenges lie in the lack of modern infrastructure, as many Greek public organizations operate with old IT systems, which cannot support modern IT applications, but also in the lack of integration between different platforms and databases, which makes data management and analysis difficult.

Another important challenge is the absence of specialized human resources with the required IT, machine learning and big data skills, but also the “resistance” to the emerging environment as many public employees worry (unjustly) about their position or they are used to traditional work methods.

Last but not least, it is worth noting that, although there are European programmes for strengthening digital governance, the management of these financial resources is often slow due to complex procedures.

How does Artificial Intelligence change the citizen experience in their dealings with the State and their relationship with it and in what ways does it reduce bureaucratic procedures?

Artificial Intelligence has the potential to transform citizens’ relationship with the State, making services more efficient, user-friendly and tailored to citizens’ needs. However, it is important to note that AI does not replace humans, but it is a tool that can help them perform their jobs more efficiently.

Artificial Intelligence (AI) is profoundly reshaping the relationship between citizens and the State, transforming transactions into a more efficient, personalized and user-friendly experience. Let’s see how the citizen’s relationship with the State is changing:

• Personalized services: AI enables the provision of services that are adapted to the specific needs of each citizen. For example, an AI chatbot can provide personalized advice on tax matters or help complete online applications.
• Improved customer service: AI-based chatbots and virtual assistants can answer citizen questions 24/7, reducing waiting times and increasing citizen satisfaction.
• Error Prevention: AI can detect and correct errors in documents and applications, reducing the possibilities of rejections and delays.
• Enhancing transparency AI algorithms can analyse large volumes of data to identify problems and improve processes.
• Empowering citizens: AI can help citizens better understand public services and actively participate in policy making.
• Automation of repetitive tasks: AI can automate many repetitive tasks such as data entry, document verification and signing.
• Optimizing workflows: AI can analyse existing processes and suggest improvements to reduce time and cost.
• Reducing bureaucracy: AI can reduce the need for physical presence in public services and simplify application processes.
• Improving cooperation between services: AI can facilitate data exchange between different services, reducing the need for manual processing.

I should point out here, that at the initiative of the Minister Mr D. Papastergiou, maturation is already underway and a tender is to be announced immediately for the introduction of Artificial Intelligence services and tools in the public administration through a framework agreement.

How important is personal data transparency and protection in the interaction of citizens with the AI services of the State?

Personal data transparency and protection is not only a legal obligation but also a necessary condition for creating a reliable system that promotes AI use in a fair, secure and citizen-friendly manner.

We need to work methodically to strengthen the trust of citizens who will use AI-based services if they know that their personal data is safe and not misused, and that algorithms are transparent and do not make arbitrary or unfair decisions. Trust is a critical factor in the long-term acceptance of these technologies.

A very important issue that has been discussed a lot is the safeguarding of rights and compliance with the EU General Data Protection Regulation (GDPR), which is mandatory for every public service that processes citizen data. This means that AI services must, among other things, provide clear information on how and for what purpose data is processed and offer citizens the right to access, correct or delete their data.

Data security is essential to avoid leaks or breaches, which can lead to serious consequences for citizens and loss of trust in public services. Citizens need to fully understand how AI services work and how they impact their lives. They must participate actively in the decision-making process, e.g., through public dialogue on the development and implementation of these services.

We all owe it to Information Society, this is our vision, to cultivate a climate of trust in Digital Governance. Transparency and data protection are essential for the transition to a fully digitized and citizen-friendly State, in which citizens feel that their personal information is used responsibly.

What is the contribution of Artificial Intelligence to the creation and faster implementation of the Digital Cadastre and how can it help to protect public property and avoid cases of real estate encroachment or mismanagement?

The Cadastre, following relevant legislation by the Ministry of Digital Governance recently became the first body of the Greek public sector to include the use of AI to support administrative decision-making. More specifically, it is a model that analyses contracts in natural language, replacing the manual review by Cadastre lawyers, recognizes the type of act described in the contract and produces a recommendation for the legal review required.

Of course, the final decision always belongs to the human, the natural person who oversees the process, but this is a huge time- and cost-saving for the Greek public, but also a significant convenience for the individual professional or employee. This reform is part of an global governance philosophy that puts the citizen at the centre.

Each new tool added serves the need for immediacy, accuracy and reliability in real estate management. I believe that the actions of the responsible deputy minister Mr K. Kyranakis and the management of the Cadastre serve exactly this philosophy, and this will lead to visible results in the near future.

How does AI facilitates error or omission detection in cadastral data, and what does this mean for system reliability?

A key reason why it is important to complete the reform of the Cadastre concerns precisely the reliability you mention. The overall goal is to manage real estate in the country through the Cadastre and therefore through a set of uniform rules, a common system. This contrasts with the image that exists in many areas to this day with the parallel operation of mortgage registries.

The new technologies have proven to be extremely useful both in detecting errors and in avoiding new ones, and therefore enhance the reliability of the real estate registration and utilization system in Greece. As an example, I will mention the maps.ktimatologio.gr platform, which has been in operation for several months. Via this platform, citizens can easily access the existing registration of their real estate and thus identify any errors and proceed with the appropriate actions where necessary.

In the new year, the metavoles.ktimatologio.gr platform will also become available, which will enable citizens to correct or fill in information related to their property, in cases where other owners are not affected. For example, concerning the land or building floor area, modern measurements mainly deviate slightly from the older ones. Today’s uses often do not correspond to those of the old contracts. Such changes can now be made much more easily, as the owners have always wanted.

What are the next technological developments that could be incorporated into the Digital Cadastre, and how do you see the future of Artificial Intelligence in this field?

Since the beginning of the new year, the use of a new digital tool, the Price Map, has been announced. Through this tool, it will be possible to access the real transaction prices for the entire cadastral territory. When it comes to Artificial Intelligence, it is a given that we have seen only a small sample of the possibilities it can offer in the context of a rational exploitation.

These possibilities are mapped. It is a given, for example, that AI can prove to be very useful overall in the public sector, when it comes to analysing large volumes of information or technical-legal documents. Using natural language processing, AI can analyse legal documents and extract critical information, such as automatically reading and entering data from contracts and wills, clarifying legal terms or creating document summaries for easier understanding.

The implementation of the Digital Cadastre supports the wider digital transformation of the country, promoting effective management and accountability in the public sector.

Read the interview at the following link: https://www.liberal.gr/synenteyxeis/i-tehniti-noimosyni-allazei-ta-panta-sto-elliniko-dimosio