Critical success factors and key performance indicators in the modernization of public services: empirical evidence from Greece

Abstract

ABSTRACT Public administration faces challenges such as bureaucratic inefficiencies and reduced effectiveness, especially in the context of the Fourth Industrial Revolution. This paper focuses on Greece and suggests solutions inspired by the private sector to enhance efficiency. Key strategies include adopting knowledge management, e-government, and digital transformation to create a more dynamic public service. The study reveals a significant knowledge gap among civil servants regarding Critical Success Factors (CSFs) and Key Performance Indicators (KPIs), emphasizing further training. While only 17.77% of employees have attended relevant seminars, 75.68% recognize the positive impact of these tools. The study also highlights the potential of innovative methods like machine learning for improving public administration, offering greater accuracy and new analytical opportunities. Ultimately, it stresses the importance of creating a citizen-focused administration through strategic reforms and modern technological applications.