Η χρήση της τεχνητής νοημοσύνης ως μέσο αποτελεσματικής εξυπηρέτησης των πολίτων : η περίπτωση της Ελλάδας

Βασιλακάκης, Γιάννης

Master Thesis

Author

Βασιλακάκης, Γιάννης

Date

2026-03-27

Abstract

One of the most significant technological developments—if not the most significant—is the emergence and utilization of Artificial Intelligence, which profoundly influences the functioning of society, the economy, and public institutions. Within the context of the public sector, Artificial Intelligence is closely associated with digital transformation and the growing need for a state that is more efficient, more effective, and more human-centered, as its primary purpose should always be the provision of high-quality services to citizens. Citizens’ expectations are continuously rising, as is the complexity of both the internal and external environment. Therefore, the adoption of AI models that can streamline processes, simplify public sector operations, and deliver faster and better services is considered essential. In simple terms, Artificial Intelligence refers to a set of technologies that enable systems to behave “intelligently”—that is, to receive data (often in very large volumes), process them, and ultimately propose solutions or even act as the final decision-makers. International organizations such as the OECD and the European Commission emphasize that before such technologies are deployed, transparency, accountability, privacy protection, and the avoidance of discrimination must be ensured. These principles constitute a fundamental prerequisite for public acceptance and the sustainable integration of AI within public administration. Artificial Intelligence contributes to the modernization of the state and enhances productivity, while offering multiple benefits across various public sector domains. In healthcare, AI can improve diagnostic accuracy, enhance resource management, and support the development of personalized treatment approaches. In education, it enables personalized learning pathways and can improve learning outcomes. In transportation, it enhances safety and improves the quality of mobility. Regarding public administration, AI can reduce bureaucratic burdens and accelerate administrative procedures. At the European level, efforts are being made to adopt AI solutions primarily in areas related to citizen services. At the same time, as global competition intensifies, the EU aims to take a leading role in developing AI models that enhance productivity, ensuring that European enterprises remain competitive. However, bureaucracy, privacy concerns, and the lengthy processes required to establish regulatory frameworks significantly challenge this endeavor. In Greece, the adoption of Artificial Intelligence appears to progress at two different speeds. On the one hand, initiatives such as myAiGov position the country at the forefront of Europe in terms of high-quality citizen services. On the other hand, longstanding challenges—such as traffic management and the efficient, timely delivery of justice—have yet to be addressed through AI solutions. Citizens’ attitudes toward Artificial Intelligence reflect the dual nature of the technology. On the one hand, there is a positive perception of its contribution to economic development and improved quality of life. On the other hand, significant concerns are expressed regarding potential job displacement, privacy protection, and the use of AI in critical decision-making processes. The limited awareness among citizens and employees regarding the functioning and implications of AI further intensifies uncertainty and underscores the need for greater transparency and public engagement. An appropriate regulatory framework and a well-designed national AI strategy can serve as catalysts for the effective use of Artificial Intelligence. Estonia stands as a characteristic example of a digitally mature state, where system interoperability, citizen trust, and strategic investment in digital infrastructure have led to an efficient and agile administrative model. A comparison with the Greek context highlights both the opportunities and the challenges associated with transitioning to a “smart” state. Artificial Intelligence emerges as a key driver of public sector transformation, with the potential to enhance efficiency, strengthen transparency, and elevate the citizen experience. However, its successful integration requires the development of suitable institutional mechanisms, the enhancement of digital skills, and the safeguarding of public trust. The transition toward an intelligent and human-centered state is not merely a technological challenge but also a profound institutional and cultural shift.

Postgraduate Studies Programme

MBA TQM International - Ευρωπαϊκό Πρόγραμμα Μεταπτυχιακών Σπουδών στη Διοίκηση Επιχειρήσεων – Ολική Ποιότητα με διεθνή προσανατολισμό (MBA TQM Int)

Department

Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οργάνωσης και Διοίκησης Επιχειρήσεων

Number of pages

Language

Greek

URI

https://dione.lib.unipi.gr/xmlui/handle/unipi/19210

Collections

Τμήμα Οργάνωσης και Διοίκησης Επιχειρήσεων

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Except where otherwise noted, this item's license is described as
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα