This study analyzes the contribution of the Greek Ombudsman to the normalization of state-citizen relations in light of the activities of the “State-Citizen Relations” Circle. State-citizen relations have evolved from a strict framework of secrecy and protection of government records to a modern, open system of public governance that promotes open data, immediate and positive responses to citizens’ requests for information, and the reuse of information. In redefining the relationship between the state and its citizens that emphasizes the protection of citizens’ rights the Ombudsman has assumed a decisive role in normalizing citizens’ administrative relations with the public administration, ensuring compliance with the requirements for state-citizen administrative communication, and achieving a public administration that is more responsive to citizens’ requests.
Part of the proposed analysis will be based on the findings of the Ombudsman’s 2025 report, but primarily, the analysis will be based on quantitative research conducted regarding reports submitted by citizens to the State-Citizen Relations Unit, for which the following factors will be analyzed: delays in responding to citizens’ requests, the lack of documentation, amicable settlements following interventions by the Ombudsman, compliance by public services with the Ombudsman’s recommendations, guidance and counseling provided to citizens. Overall conclusions will be drawn regarding the response of public services to mediation, the cases of maladministration addressed by the Ombudsman, the educational role of the Ombudsman in improving the administrative effectiveness of public services, and the changes proposed by the Independent Authority to better address state-citizen relations.