The Greek social security institutions that were integrated into the Electronic National Social Security Fund (e-EFKA), bequeathed it, among other problems, with a plethora of issues related to “pending pensions”.
More specifically, the time required to examine the cases was too long, thus a large number of pending cases had been accumulated, and citizens’ communication with the competent services was quite difficult, while the Administration of e-EFKA faced difficulties in gathering the data for the optimum use of available resources.
To overcome the above fundamental problems, a holistic approach was developed that aimed at three points: a) development of an automatic pension awarding process; b) adoption of modern communication tools for citizens; and c) creation of an electronic system for supervising the pension awarding process that would provide reliable data for making relevant decisions.