Servizz.gov - A Decade of Bringing Government Closer to the People
Ten years ago, accessing government services often meant navigating multiple offices, departments, and contact points. Today, a single phone call, a visit to a regional centre or a few clicks online can connect citizens and businesses to hundreds of services across the government.
As Servizz.gov celebrates its 10th anniversary, it marks a decade of change that has reshaped the way the Maltese Public Service interacts with the public. Over the past decade, what began as an ambitious initiative to simplify access to government services has grown into one of the government’s principal service delivery agencies, supporting customer interactions through Freephone 153, regional centres, digital platforms, and innovative technologies.
Established to act as a bridge between government and the public, Servizz.gov was built around a simple but powerful objective: making public services easier, faster, and more accessible. Over the past decade, the Agency has transformed this vision into reality, creating a modern multi-channel service model that places citizens and businesses at the centre of service delivery.
A decade after its launch, Servizz.gov has grown so much that in 2025, it registered a record of 2.55 million interactions through its integrated network of physical and digital channels.
The Rise of Freephone 153
The Servizz.gov journey began in October 2015 with the launch of the government Freephone 153, a landmark initiative that introduced a single national helpline for government services. For the first time, citizens could obtain information, guidance and support through one central point of contact rather than navigating multiple departments individually. The impact was immediate and continued to grow year after year. What started as a new customer service initiative quickly became one of the government's most important communication channels, providing support across an ever-expanding range of services.
The growth of Freephone 153 tells its own story. In 2016, the helpline answered 79,338 calls, an average of 220 daily calls. By 2020, annual call volumes had surged to 949,990, or 2,600 calls every day. The latest figures for 2025 show the service handling approximately 1.22 million calls annually, or a staggering 3,342 calls every day. The numbers speak for themselves, reflecting both the public's trust in the service and its increasingly important role within the government.
It is undisputed that Servizz.gov’s freephone has become the most popular freephone in our country. But the remarkable growth of Freephone 153 was driven not only by higher call volumes but also by the continuous expansion of services offered through the helpline. As more government functions were integrated over the years, dedicated extension numbers were introduced to provide specialised support while preserving the simplicity of a single national contact point.
This expansion marked another important milestone in the evolution of Freephone 153, allowing citizens to access an even wider range of government services through a more streamlined and efficient support structure.
The Evolution of the Servizz.gov Portal
While Freephone 153 was transforming customer support, Servizz.gov was simultaneously laying the foundations for a stronger digital presence through the development of the Servizz.gov.mt portal.
Launched as part of the government’s wider efforts to make public services more accessible through digital channels, the portal was designed to serve as a single gateway for government information and services. For the first time, citizens and businesses could access procedures, forms, contact details, and service information from multiple ministries and public entities through one central platform, eliminating the need to navigate numerous government websites.
In its early years, the portal primarily functioned as an information hub. Services were organised into broad categories covering areas such as education, health, employment, and social services, providing users with a structured and centralised source of information. Built on Microsoft SharePoint technology, the platform represented a significant step forward in improving access to government services online and complemented the Agency’s growing multi-channel service delivery model.
As digital services became increasingly important and public expectations evolved, the portal underwent a series of enhancements aimed at improving usability and accessibility.
The Growth of the Servizz.gov Portal
The growing importance of the Servizz.gov portal is clearly reflected in its increasing usage over the years. As more citizens embraced digital government services, the portal experienced sustained growth, becoming one of the government’s principal online service gateways.
Year Website Page Views
2018 1,219,092
2021 1,945,363
2025 2,385,759
Between 2018 and 2021, website page views increased by 726,271, representing a growth of almost 60%. By 2025, page views had reached 2,385,759, an increase of 440,396 over 2021. Overall, website traffic increased by 1,166,667 page views between 2018 and 2025, representing an overall growth of almost 96%. These figures demonstrate the public's increasing confidence in digital government services and highlight the portal's evolution into Malta's principal online gateway for accessing government information and services.
The most significant milestone in the portal's evolution came with the launch of the next-generation Servizz.gov portal in June 2026. It marked the shift from a service-centric platform to a user-focused one.
Through secure authentication, users can now access individual dashboards that bring together applications, appointments, requests, and other government interactions in a single location. The platform is designed around citizens’ needs rather than government structures, making it easier for individuals to discover and access services relevant to their personal circumstances.
Artificial intelligence has become a central component of this new digital experience. AI-powered features help users identify services related to key life events such as starting employment, becoming a parent, pursuing education, or planning for retirement. Intelligent search capabilities, personalised recommendations, and behavioural insights enable the portal to provide more proactive support while helping the government continuously improve digital service delivery.
The continued development of servizz.gov.mt reflects Malta’s broader digital journey over the past decade. What began as a central repository of government information has developed into a modern, intelligent, and customised digital gateway. Together with Freephone 153, regional centres, mobile applications, and emerging technologies, the portal now forms a core pillar of the government’s vision for accessible, efficient, and citizen-centred public services.
Bringing Government Closer to Communities
One of the Agency's most visible achievements during its first years was the expansion of its regional centre network.
Driven by the principle that government services should be available closer to where people live and work, Servizz.gov embarked on an ambitious programme of regional growth across Malta and Gozo. New centres opened in localities such as Birżebbuġa, Qawra, Raħal Ġdid, Qormi and Cottonera, laying the groundwork for a nationwide network that would continue to expand in the years ahead.
These centres introduced a one-stop shop approach to service delivery, allowing citizens to access services from multiple ministries and government entities under one roof. Beyond convenience, the regional network reduced travel requirements, improved access for elderly and vulnerable citizens, and strengthened the personal connection between the government and local communities.
At the same time, the Agency invested heavily in customer care standards, employee training, and operational improvements. Stronger collaboration with ministries and public entities helped streamline processes and create a more coordinated approach to serving citizens.
Today, Servizz.gov has grown into a nationwide network of 26 regional centres strategically located across Malta, making government services more convenient and easier to access than ever before. What began as an ambitious vision has evolved into a trusted one-stop shop, providing citizens and businesses with personalised assistance in communities across the country.
In the coming weeks, Servizz.gov will celebrate another historic milestone with the opening of its first-ever regional centre in Gozo. This expansion will extend the Agency's reach across the Maltese Islands, ensuring that Gozitan citizens also benefit from the same high standard of efficient and customer-focused government services. The new centre represents the next chapter in Servizz.gov's ongoing commitment to delivering modern public services that place citizens at the heart of every service it delivers.
There in Challenging Times
The outbreak of COVID-19 in 2020 presented one of the greatest challenges in Servizz.gov's history.
Faced with unprecedented disruption, the Agency adapted rapidly to ensure the uninterrupted delivery of essential services. Digital channels were strengthened, remote support systems expanded, and Freephone 153 became an essential source of information and assistance during a period of uncertainty.
During this challenging period, Servizz.gov also played a proactive role in supporting the national response to the pandemic. As COVID-19 vaccination certificates became essential for travel and access to certain activities, the Agency provided practical assistance to citizens experiencing difficulties downloading or printing their certificates.
In fact, Servizz.gov handled more than 70,600 requests related to vaccination certificates, with over 68,000 citizens receiving assistance through its regional centres alone. This extensive operation enabled people to navigate unfamiliar digital processes and obtain the required documentation, particularly during the peak of the pandemic when demand for vaccination certificates was at its highest. The initiative reflected Servizz.gov's commitment to delivering accessible, people-centred services when they were needed most, and demonstrated the resilience, flexibility and effectiveness of its multi-channel service delivery model during a national emergency.
The pandemic also accelerated the adoption of digital service delivery and reinforced the importance of flexible, resilient and accessible public services. It also demonstrated the value of the multi-channel model that Servizz.gov had spent years building.
By the end of 2020, the Agency had successfully established an integrated service network combining regional centres, Freephone 153, online platforms, mobile applications and digital support tools. This foundation would support the next phase of growth, innovation and transformation that followed in the years ahead.
A New Era for Servizz.gov
More recently, Servizz.gov embarked on a new, ambitious journey to strengthen the Agency internally and develop a more modern and relatable identity externally.
The Agency strengthened its internal structures through the establishment of three new specialised departments in 2023: Public Relations & Marketing, Research & Development, and Finance & Procurement. These new departments enhanced the Agency's capacity to communicate more effectively with the public, drive innovation and continuous service improvement, and reinforce sound financial and procurement practices. This strategic investment in the Agency's internal capabilities further strengthened Servizz.gov's foundations, ensuring it remained well-equipped to deliver high-quality, citizen-centred services while supporting its long-term vision of continuous improvement and innovation.
In April 2024, Servizz.gov took the bold step of changing its identity through an extensive rebranding. The Agency adopted a new contemporary look, relevant to the present day. The rebranding was only the beginning. Servizz.gov bolstered its social media presence and took a proactive role in delivering useful and innovative information campaigns to the public across all platforms.
Closer to You
Building on a decade of continuous growth and innovation, 2026 marks the beginning of a new chapter for Servizz.gov with the launch of its Strategic Plan 2026–2028, reaffirming the Agency's commitment to bringing government services even closer to the people. Guided by the principles of accessibility, innovation and customer-centricity, the strategy focuses on expanding the range of services available through Servizz.gov while strengthening its role as the government's principal one-stop shop for public services.
This vision is being supported through closer collaboration with government entities, including Transport Malta, ARMS, and Project Green, enabling citizens to access an even wider range of services through a single, integrated point of contact. Following the successful introduction of identity card distribution across all regional hubs, which saw more than 40,000 identity cards collected in the second half of 2025, the Agency continues to enhance convenience for the public through the expansion of its service portfolio. Concurrently, extended opening hours across Servizz.gov regional centres have increased accessibility by adding more than 450 service hours each month, ensuring greater flexibility for citizens and businesses alike. Together, these initiatives reflect Servizz.gov's ongoing commitment to modernising public service delivery, strengthening operational excellence, and continually evolving to meet the changing needs and expectations of the communities it serves.
Awards and Recognitions
Over the past decade, Servizz.gov has earned a number of prestigious national and international awards, nominations and quality certifications that reflect its dedication to innovation, excellence and customer-focused public service delivery. One of the Agency's earliest international achievements came in 2017, when it received the International Service Design Award at the Service Design Global Conference. The award honoured Servizz.gov's innovative approach to redesigning government services around citizens' needs, placing Malta alongside leading international examples of excellence in public service innovation.
These achievements have been complemented by further national and international distinctions over the years. In 2018, Servizz.gov's digital services, developed through the Maltapps initiative, received a nomination for the World Summit Awards (WSA), highlighting Malta's growing reputation for innovation in digital government services. On 25 September 2020, Servizz.gov officially achieved the Quality Label, a distinction awarded to public entities that demonstrate high standards of customer care, accessibility, accountability and quality management within the Maltese Public Service.
Servizz.gov's efforts to foster an inclusive and equitable organisation have likewise been acknowledged through the Equality Mark Certification, awarded by the National Commission for the Promotion of Equality (NCPE) in June 2023. The certification recognised the Agency's dedication to promoting gender equality both in the workplace and through the services it delivers to the public. This achievement was reaffirmed on 13 January 2026, when Servizz.gov successfully obtained recertification for a further three-year period. Together, these accolades demonstrate the Agency's continued pursuit of excellence, innovation and inclusivity, reinforcing its reputation as a trusted leader in the delivery of modern, citizen-centred government services.
As Servizz.gov enters its second decade, the Agency continues to invest in innovation, digital advancement and customer-focused service delivery. With the introduction of its new personalised digital portal, artificial intelligence and continued expansion across both digital and physical channels, Servizz.gov is well-positioned to continue bringing government services even closer to the people for many years to come.
Published on Monday 20 July 2026
As Servizz.gov celebrates its 10th anniversary, this article reflects on a decade of transforming public service delivery in Malta. It explores the Agency's journey from the launch of Freephone 153 and the expansion of regional centres to the evolution of its digital services, highlighting the innovations, milestones and achievements that have brought government services closer to citizens and businesses over the past ten years.
Ten years ago, accessing government services often meant navigating multiple offices, departments, and contact points. Today, a single phone call, a visit to a regional centre or a few clicks online can connect citizens and businesses to hundreds of services across the government.
As Servizz.gov celebrates its 10th anniversary, it marks a decade of change that has reshaped the way the Maltese Public Service interacts with the public. Over the past decade, what began as an ambitious initiative to simplify access to government services has grown into one of the government’s principal service delivery agencies, supporting customer interactions through Freephone 153, regional centres, digital platforms, and innovative technologies.
Established to act as a bridge between government and the public, Servizz.gov was built around a simple but powerful objective: making public services easier, faster, and more accessible. Over the past decade, the Agency has transformed this vision into reality, creating a modern multi-channel service model that places citizens and businesses at the centre of service delivery.
A decade after its launch, Servizz.gov has grown so much that in 2025, it registered a record of 2.55 million interactions through its integrated network of physical and digital channels.
The Rise of Freephone 153
The Servizz.gov journey began in October 2015 with the launch of the government Freephone 153, a landmark initiative that introduced a single national helpline for government services. For the first time, citizens could obtain information, guidance and support through one central point of contact rather than navigating multiple departments individually. The impact was immediate and continued to grow year after year. What started as a new customer service initiative quickly became one of the government's most important communication channels, providing support across an ever-expanding range of services.
The growth of Freephone 153 tells its own story. In 2016, the helpline answered 79,338 calls, an average of 220 daily calls. By 2020, annual call volumes had surged to 949,990, or 2,600 calls every day. The latest figures for 2025 show the service handling approximately 1.22 million calls annually, or a staggering 3,342 calls every day. The numbers speak for themselves, reflecting both the public's trust in the service and its increasingly important role within the government.
It is undisputed that Servizz.gov’s freephone has become the most popular freephone in our country. But the remarkable growth of Freephone 153 was driven not only by higher call volumes but also by the continuous expansion of services offered through the helpline. As more government functions were integrated over the years, dedicated extension numbers were introduced to provide specialised support while preserving the simplicity of a single national contact point.
This expansion marked another important milestone in the evolution of Freephone 153, allowing citizens to access an even wider range of government services through a more streamlined and efficient support structure.
The Evolution of the Servizz.gov Portal
While Freephone 153 was transforming customer support, Servizz.gov was simultaneously laying the foundations for a stronger digital presence through the development of the Servizz.gov.mt portal.
Launched as part of the government’s wider efforts to make public services more accessible through digital channels, the portal was designed to serve as a single gateway for government information and services. For the first time, citizens and businesses could access procedures, forms, contact details, and service information from multiple ministries and public entities through one central platform, eliminating the need to navigate numerous government websites.
In its early years, the portal primarily functioned as an information hub. Services were organised into broad categories covering areas such as education, health, employment, and social services, providing users with a structured and centralised source of information. Built on Microsoft SharePoint technology, the platform represented a significant step forward in improving access to government services online and complemented the Agency’s growing multi-channel service delivery model.
As digital services became increasingly important and public expectations evolved, the portal underwent a series of enhancements aimed at improving usability and accessibility.
The Growth of the Servizz.gov Portal
The growing importance of the Servizz.gov portal is clearly reflected in its increasing usage over the years. As more citizens embraced digital government services, the portal experienced sustained growth, becoming one of the government’s principal online service gateways.
Year Website Page Views
2018 1,219,092
2021 1,945,363
2025 2,385,759
Between 2018 and 2021, website page views increased by 726,271, representing a growth of almost 60%. By 2025, page views had reached 2,385,759, an increase of 440,396 over 2021. Overall, website traffic increased by 1,166,667 page views between 2018 and 2025, representing an overall growth of almost 96%. These figures demonstrate the public's increasing confidence in digital government services and highlight the portal's evolution into Malta's principal online gateway for accessing government information and services.
The most significant milestone in the portal's evolution came with the launch of the next-generation Servizz.gov portal in June 2026. It marked the shift from a service-centric platform to a user-focused one.
Through secure authentication, users can now access individual dashboards that bring together applications, appointments, requests, and other government interactions in a single location. The platform is designed around citizens’ needs rather than government structures, making it easier for individuals to discover and access services relevant to their personal circumstances.
Artificial intelligence has become a central component of this new digital experience. AI-powered features help users identify services related to key life events such as starting employment, becoming a parent, pursuing education, or planning for retirement. Intelligent search capabilities, personalised recommendations, and behavioural insights enable the portal to provide more proactive support while helping the government continuously improve digital service delivery.
The continued development of servizz.gov.mt reflects Malta’s broader digital journey over the past decade. What began as a central repository of government information has developed into a modern, intelligent, and customised digital gateway. Together with Freephone 153, regional centres, mobile applications, and emerging technologies, the portal now forms a core pillar of the government’s vision for accessible, efficient, and citizen-centred public services.
Bringing Government Closer to Communities
One of the Agency's most visible achievements during its first years was the expansion of its regional centre network.
Driven by the principle that government services should be available closer to where people live and work, Servizz.gov embarked on an ambitious programme of regional growth across Malta and Gozo. New centres opened in localities such as Birżebbuġa, Qawra, Raħal Ġdid, Qormi and Cottonera, laying the groundwork for a nationwide network that would continue to expand in the years ahead.
These centres introduced a one-stop shop approach to service delivery, allowing citizens to access services from multiple ministries and government entities under one roof. Beyond convenience, the regional network reduced travel requirements, improved access for elderly and vulnerable citizens, and strengthened the personal connection between the government and local communities.
At the same time, the Agency invested heavily in customer care standards, employee training, and operational improvements. Stronger collaboration with ministries and public entities helped streamline processes and create a more coordinated approach to serving citizens.
Today, Servizz.gov has grown into a nationwide network of 26 regional centres strategically located across Malta, making government services more convenient and easier to access than ever before. What began as an ambitious vision has evolved into a trusted one-stop shop, providing citizens and businesses with personalised assistance in communities across the country.
In the coming weeks, Servizz.gov will celebrate another historic milestone with the opening of its first-ever regional centre in Gozo. This expansion will extend the Agency's reach across the Maltese Islands, ensuring that Gozitan citizens also benefit from the same high standard of efficient and customer-focused government services. The new centre represents the next chapter in Servizz.gov's ongoing commitment to delivering modern public services that place citizens at the heart of every service it delivers.
There in Challenging Times
The outbreak of COVID-19 in 2020 presented one of the greatest challenges in Servizz.gov's history.
Faced with unprecedented disruption, the Agency adapted rapidly to ensure the uninterrupted delivery of essential services. Digital channels were strengthened, remote support systems expanded, and Freephone 153 became an essential source of information and assistance during a period of uncertainty.
During this challenging period, Servizz.gov also played a proactive role in supporting the national response to the pandemic. As COVID-19 vaccination certificates became essential for travel and access to certain activities, the Agency provided practical assistance to citizens experiencing difficulties downloading or printing their certificates.
In fact, Servizz.gov handled more than 70,600 requests related to vaccination certificates, with over 68,000 citizens receiving assistance through its regional centres alone. This extensive operation enabled people to navigate unfamiliar digital processes and obtain the required documentation, particularly during the peak of the pandemic when demand for vaccination certificates was at its highest. The initiative reflected Servizz.gov's commitment to delivering accessible, people-centred services when they were needed most, and demonstrated the resilience, flexibility and effectiveness of its multi-channel service delivery model during a national emergency.
The pandemic also accelerated the adoption of digital service delivery and reinforced the importance of flexible, resilient and accessible public services. It also demonstrated the value of the multi-channel model that Servizz.gov had spent years building.
By the end of 2020, the Agency had successfully established an integrated service network combining regional centres, Freephone 153, online platforms, mobile applications and digital support tools. This foundation would support the next phase of growth, innovation and transformation that followed in the years ahead.
A New Era for Servizz.gov
More recently, Servizz.gov embarked on a new, ambitious journey to strengthen the Agency internally and develop a more modern and relatable identity externally.
The Agency strengthened its internal structures through the establishment of three new specialised departments in 2023: Public Relations & Marketing, Research & Development, and Finance & Procurement. These new departments enhanced the Agency's capacity to communicate more effectively with the public, drive innovation and continuous service improvement, and reinforce sound financial and procurement practices. This strategic investment in the Agency's internal capabilities further strengthened Servizz.gov's foundations, ensuring it remained well-equipped to deliver high-quality, citizen-centred services while supporting its long-term vision of continuous improvement and innovation.
In April 2024, Servizz.gov took the bold step of changing its identity through an extensive rebranding. The Agency adopted a new contemporary look, relevant to the present day. The rebranding was only the beginning. Servizz.gov bolstered its social media presence and took a proactive role in delivering useful and innovative information campaigns to the public across all platforms.
Closer to You
Building on a decade of continuous growth and innovation, 2026 marks the beginning of a new chapter for Servizz.gov with the launch of its Strategic Plan 2026–2028, reaffirming the Agency's commitment to bringing government services even closer to the people. Guided by the principles of accessibility, innovation and customer-centricity, the strategy focuses on expanding the range of services available through Servizz.gov while strengthening its role as the government's principal one-stop shop for public services.
This vision is being supported through closer collaboration with government entities, including Transport Malta, ARMS, and Project Green, enabling citizens to access an even wider range of services through a single, integrated point of contact. Following the successful introduction of identity card distribution across all regional hubs, which saw more than 40,000 identity cards collected in the second half of 2025, the Agency continues to enhance convenience for the public through the expansion of its service portfolio. Concurrently, extended opening hours across Servizz.gov regional centres have increased accessibility by adding more than 450 service hours each month, ensuring greater flexibility for citizens and businesses alike. Together, these initiatives reflect Servizz.gov's ongoing commitment to modernising public service delivery, strengthening operational excellence, and continually evolving to meet the changing needs and expectations of the communities it serves.
Awards and Recognitions
Over the past decade, Servizz.gov has earned a number of prestigious national and international awards, nominations and quality certifications that reflect its dedication to innovation, excellence and customer-focused public service delivery. One of the Agency's earliest international achievements came in 2017, when it received the International Service Design Award at the Service Design Global Conference. The award honoured Servizz.gov's innovative approach to redesigning government services around citizens' needs, placing Malta alongside leading international examples of excellence in public service innovation.
These achievements have been complemented by further national and international distinctions over the years. In 2018, Servizz.gov's digital services, developed through the Maltapps initiative, received a nomination for the World Summit Awards (WSA), highlighting Malta's growing reputation for innovation in digital government services. On 25 September 2020, Servizz.gov officially achieved the Quality Label, a distinction awarded to public entities that demonstrate high standards of customer care, accessibility, accountability and quality management within the Maltese Public Service.
Servizz.gov's efforts to foster an inclusive and equitable organisation have likewise been acknowledged through the Equality Mark Certification, awarded by the National Commission for the Promotion of Equality (NCPE) in June 2023. The certification recognised the Agency's dedication to promoting gender equality both in the workplace and through the services it delivers to the public. This achievement was reaffirmed on 13 January 2026, when Servizz.gov successfully obtained recertification for a further three-year period. Together, these accolades demonstrate the Agency's continued pursuit of excellence, innovation and inclusivity, reinforcing its reputation as a trusted leader in the delivery of modern, citizen-centred government services.
As Servizz.gov enters its second decade, the Agency continues to invest in innovation, digital advancement and customer-focused service delivery. With the introduction of its new personalised digital portal, artificial intelligence and continued expansion across both digital and physical channels, Servizz.gov is well-positioned to continue bringing government services even closer to the people for many years to come.
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