Evenly: Creating Equal Access in Public Administration – The IAPR Case Study

Challenges

As a central pillar of the Greek public administration, IAPR identified a serious inequality: thousands of people in Greece face a “communication wall” daily. This results in inadequate or even non-existent service for vital procedures, such as obtaining a Tax Identification Number (AFM) and credentials:

• Deaf and hard-of-hearing people (estimated at approximately 8% of the Greek population) faces recurring communication barriers.
• Foreigners who do not speak widely used global languages find themselves at a dead end whenever they require tax-related services.
• With the European Accessibility Act and its integration into Greek legislation (Law 4994/2022) -with a compliance deadline of June 28, 2025- IAPR required a comprehensive and immediately implementable solution.

Solution

Our platform combines AI technology with human expertise. For IAPR’s Tax Service Center (KEF) and the myAADElive services, we implemented:

• Real-time AI-powered automatic subtitling.
• Greek Sign Language (GSL) interpretation provided by certified, experienced interpreters.
• Real-time AI automatic translation in seven strategically selected languages (English, Arabic, French, Urdu, Russian, Turkish, and Filipino).

This solution, developed under the auspices of the European Digital Innovation Hub (GR digiGOV-innoHUB), was seamlessly integrated into IAPR’s digital services, ensuring operational efficiency and technological continuity.

Implementation

The platform’s development was guided by the Hellenic Federation of the Deaf and the scientific advice of Assistant Professor Galini Sapountzaki. This approach ensured that the solution meets real user needs. Our team worked with IAPR personnel to train the platform to recognize specialized tax terminology.

Hosted on the Microsoft Azure cloud, the platform leverages advanced infrastructure through the Microsoft Founders Hub and ISV Success programs, providing high levels of security, reliability, and scalability for future collaborations.

The pilot program launched on June 18, 2025, making IAPR the first public organization globally to offer inclusive services even before legal obligations came into force. Due to the impressive response, the program was extended from July 15 to July 25 to serve even more citizens.

The Results

In just two months, and without any promotion of the new accessibility service, the integration of Evenly into IAPR’s processes delivered immediate and measurable results:

• 128 successful calls via myAADElive, with an average duration of 24 minutes and an 87.93% success rate.
• 62% of calls were conducted in English, followed by Russian (13%), Greek Sign Language (11%), and Arabic (5%).
• Exceptionally high citizen satisfaction: 9.65/10 recommendation score, with 96.77% confirming a positive impact on their communication and daily life.

Impact

The impact of this pilot extends far beyond usage statistics:

• The solution aligned and prepared IAPR for compliance with the European Accessibility Act and international standards.
• It provided an inclusive path for resolving tax issues that were previously a source of stress and anxiety for employees, entrepreneurs, and state agencies.
• Deaf, hard-of-hearing, and foreign citizens enjoyed equal access to essential public services.
• The initiative bolstered citizen trust in Public Administration, proving that the state cares for every citizen.

“We wanted to make IAPR a pioneer in inclusive citizen service. With Evenly, we managed to tear down barriers that for years kept thousands of people away from their fundamental rights. Every successful communication with a citizen speaking Arabic, Russian, or communicating in sign language is a small victory for democracy and equality. Our collaboration with Evenly is the clearest proof that technology is not just a tool; it is the bridge that restores human dignity to the heart of the Public Sector.” – Kalypso Sardeli, Head of the Service Department, IAPR

Future Prospects

The successful IAPR pilot program demonstrates the power of inclusion tech to transform the public sector. We’ve laid the foundations with IAPR for expanding accessibility to other services, ensuring that technology continues to serve the goal of equal service for all citizens, safeguarding their autonomy and dignity. By eliminating communication barriers, we’ve opened new horizons for a truly inclusive society.