Over 2.5 Million Public Service Requests During 2025
Throughout 2025, Servizz.gov received more than 2.5 million requests for services or information related to public services across all its platforms, continuing to play a central role in connecting citizens with government services. According to figures published in Servizz.gov’s latest Annual Report, the increase in demand was reflected across multiple communication and service channels.
The Freephone 153 service remained the most widely used platform, handling more than 1.22 million calls during 2025. Meanwhile, the Servizz.gov website recorded over 736,800 visitors seeking information and online services. During the same period, more than 131,000 enquiries were received via email, while Helpline 138 handled 40,276 calls. In addition, around 350,000 people opted for face-to-face assistance by visiting one of Servizz.gov’s regional hubs and specialised centres across Malta and Gozo.
These figures continue to highlight the importance of maintaining a strong multi-channel approach that combines digital services with direct customer support. Servizz.gov has also continued investing in digital transformation initiatives aimed at improving accessibility, efficiency, and customer experience. These include enhancements to online services, AI-driven solutions, and improved communication systems designed to better address citizens’ needs.
The Agency also strengthened its regional presence through its hubs and specialised service centres, ensuring that public services remain accessible to different communities across Malta and Gozo. The figures reflect the growing trust citizens place in Servizz.gov and its role in delivering more accessible and people-centred public services. The Agency continues to adopt a more data-driven approach, enabling it to analyse trends, improve responsiveness, and deliver faster and more efficient services to the public.
The Annual Report publication also reports in detail on the latest work carried out by the Agency in its operations, marketing efforts, finance and procurement, human resources, as well as research and development initiatives.
Published on Tuesday 23 June 2026
2.5 million requests for services or information related to public services
Throughout 2025, Servizz.gov received more than 2.5 million requests for services or information related to public services across all its platforms, continuing to play a central role in connecting citizens with government services. According to figures published in Servizz.gov’s latest Annual Report, the increase in demand was reflected across multiple communication and service channels.
The Freephone 153 service remained the most widely used platform, handling more than 1.22 million calls during 2025. Meanwhile, the Servizz.gov website recorded over 736,800 visitors seeking information and online services. During the same period, more than 131,000 enquiries were received via email, while Helpline 138 handled 40,276 calls. In addition, around 350,000 people opted for face-to-face assistance by visiting one of Servizz.gov’s regional hubs and specialised centres across Malta and Gozo.
These figures continue to highlight the importance of maintaining a strong multi-channel approach that combines digital services with direct customer support. Servizz.gov has also continued investing in digital transformation initiatives aimed at improving accessibility, efficiency, and customer experience. These include enhancements to online services, AI-driven solutions, and improved communication systems designed to better address citizens’ needs.
The Agency also strengthened its regional presence through its hubs and specialised service centres, ensuring that public services remain accessible to different communities across Malta and Gozo. The figures reflect the growing trust citizens place in Servizz.gov and its role in delivering more accessible and people-centred public services. The Agency continues to adopt a more data-driven approach, enabling it to analyse trends, improve responsiveness, and deliver faster and more efficient services to the public.
The Annual Report publication also reports in detail on the latest work carried out by the Agency in its operations, marketing efforts, finance and procurement, human resources, as well as research and development initiatives.
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