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THE GO-ONLINE TRAINING SUPPORT

GRNET - Greek Research and Technology Networkwww.grnet.gr

Xenophon Tsilibaris

Athens, EVITA kick-off meeting, 9/12/2008

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The GO-ONLINE The GO-ONLINE ProgrammeProgramme

An Initiative of the Greek Ministry of Development 

An action of the Operational Programmes "Information Society" and "Competitiveness" funded by the 3rd Community Support Framework of the European Union. 

Its main objectives are

to support SMEs to connect to the Internet

to inform SMEs of thebenefits that will beobtained through Internet usage

HistoryHistory

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The Go-online Programme was originally conceived at the Ministry The Go-online Programme was originally conceived at the Ministry of Development and then passed on for implementation to the of Development and then passed on for implementation to the Secretariat for the Information Society, Ministry of Economics and Secretariat for the Information Society, Ministry of Economics and the General Secretariat for Research and Technology, Ministry of the General Secretariat for Research and Technology, Ministry of Development. The implementing authorities of Go-Online are:Development. The implementing authorities of Go-Online are:  The Hellenic Organization of Small and Medium-Sized Enterprises The Hellenic Organization of Small and Medium-Sized Enterprises and Handicraft SA (EOMMEX SA). EOMMEX operates under the and Handicraft SA (EOMMEX SA). EOMMEX operates under the supervision of the Ministry of Development and has been supervision of the Ministry of Development and has been responsible for the administration and management of the responsible for the administration and management of the Financial Support Scheme. Financial Support Scheme.   The Greek Research and Technology Network SA (GRNET SA). The Greek Research and Technology Network SA (GRNET SA). GRNET operates under the supervision of the General Secretariat GRNET operates under the supervision of the General Secretariat for Research and Technology and has been responsible for the for Research and Technology and has been responsible for the administration and management of the Training Support Scheme.administration and management of the Training Support Scheme.

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The GO-ONLINE The GO-ONLINE Programme consists of:Programme consists of:

Financial Support

Purchase of basic terminal equipment, internet connection for two years and technical support for three years

Development of a simple commercial web-page, maintenance and virtual hosting in an ISP for two years

Implementation: The Hellenic Organization of Small Medium sized Enterprises and Handicraft S.A (ΕΟΜΜΕΧ)

Training Support

Implementation: The Greek Research and Technology Network (GRNET S.A)

Funding covers 40% of the total cost and cannot exceed 700 euros.

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Beneficiaries of the Programme are

Greek enterprises with up to ten employees less than 587,000 €, annual turnover except for

joint stock companies (S.A.'s) and self-employed professionals

Go-Online supports:

SMEs with no Internet access to obtain one (basket 1) and

SMEs that already use the Internet to create their own corporate presence on the web (basket 2)

SME target groupsSME target groups

Basket 189%

Basket 211%

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Goal

to develop skills to 50,000 Greek SMEs in using Internet and e-business techniques in their daily operationsto train and support SMEs in adopting e-business practices

It consists of Actions 1 & 2

For Training Support are also eligible:

All SMEs - without having to apply first for the “Go-Online” Financial Support –

as long as they own IT equipment and are connected to the Internet, given

that they meet similar to the Go-Online eligibility criteria.

Go OnlineGo Online Training SupportTraining Support

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Action 1Educational material Portal for continuous information & support Help-Desk for continuous assistance

Implemented by one consortium for thewhole country

Action 2Training and support at each SME’s premises byConsultants of Training & Support

Implemented by 16 regional consortia coveringthe whole country

Actions 1 & 2Actions 1 & 2

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Consortia of

Academic and Technological Institutions, Chambers of Industry and Commerce, Private sector

have undertaken the tasks of supporting the SMEs.

This implementation procedure includes:

Three visits from a Consultant of Training and Support at each eligible SME for a total duration of seven hours each, (3x7 hours) Operation of a call centre and a web-based help-desk serving the country as a wholeProduction of informational and educational materialThe organisation of information days in every major city in Greece, taking into account the specific characteristics of the local economy

Project PartnersProject Partners

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Consultants of Training & Support are:

- Unemployed university graduates - University students close to graduation - High school tutors, etc

Consultants come from the region so that a relationship to the SME can be achieved

- Consultants participate in training seminarsin order to be able to transfer their forehandknowledge concerning the use of the Internet services.

Consultants of Training & Support

Personalized supportCustomized service

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Results Results

> 50.000 SMEs applied for the Programme 34.688 SMEs have been visited 1.800 active e-business consultants 100 new full time jobs 1000+ promotional activities all around Greece 28 hours of multimedia educational content release of an “SME specific” portal

(http://www.go-online.gr/)

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www.go-online.grwww.go-online.gr

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www.go-online.grwww.go-online.gr

Billingual on line-glossary of e-business terminology

32 hours of information and multimedia educational material (429 flash files)

1200 suppliers of internet technology and computer equipment

> 250 how to-do-guides, special reports on e-business and best practices

56 e-learning modules formed by 887 html pages

More than 4.000 news items

FAQs on the programme

On-line directory of more than 1.000 ICT suppliers all over Greece

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SMEs / SectorSMEs / Sector

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www.go-online.grwww.go-online.gr

Web site statistics

Ιούλιος ’02-Μάρτιος ’06

Home page vistis > 1.500.000

All visits > 18.000.000

Registered users > 29.000

html pages (dynamic) > 900.000

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Management informationManagement information system system

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Management informationManagement information system system

Access is available through the Internet (browser), with a protected password

Total of 1862 users

1702 Consultants of Training and Support

90 partners (universities, chambers of commerce, etc)

GRNET

Consists of 4 modules

Help Desk

programming of visits/time/availability

financial information/Cost statements

Management of workpackages/ deliverables etc

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Regional Regional DimensionDimension

Regional Consortia shape the regional development they consist of local educational, commerce and society partners (Universities, Chambers of Commerce and local enterprises)

Establishment of a local pool for Consultants for Training and Support

Dissemination of e-business results to local SMEs outside the centers of Athens and Thessaloniki

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Key Key processesprocesses

Go-Online established many value creating partnerships, within the Go-Online established many value creating partnerships, within the regions’ academic and trade institutions, but also with “suppliers” like regions’ academic and trade institutions, but also with “suppliers” like e-banking providers. e-banking providers.   Regional and local focus to take into consideration the local needs.Regional and local focus to take into consideration the local needs.  Half-yearly information and practice exchange between regions Half-yearly information and practice exchange between regions   Professional development of a national-wide network of e-business Professional development of a national-wide network of e-business consultants that offered the on-site training to SMEs consultants that offered the on-site training to SMEs   Continuous Interaction with the Go-online Programme.Continuous Interaction with the Go-online Programme.  Feedback from the stakeholders and intensive day to day Feedback from the stakeholders and intensive day to day communication with the consortia were undertaken, in the early phase, communication with the consortia were undertaken, in the early phase, for improvement purposes.for improvement purposes.  Detailed descriptions of core processes (e.g. training) are laid down in a Detailed descriptions of core processes (e.g. training) are laid down in a manual. manual.

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Policy and Policy and strategystrategy

The programme follows EU policy / national policy. Policy and The programme follows EU policy / national policy. Policy and Strategy are based on the present and future needs of the Strategy are based on the present and future needs of the stakeholdersstakeholders

Some specific and major application areas were selected Some specific and major application areas were selected together with industry partners (tax/fiscal, e-mail, e-banking).together with industry partners (tax/fiscal, e-mail, e-banking).  The first one year of project implementation served as a pilot The first one year of project implementation served as a pilot stage required to improve the full scale implementation.stage required to improve the full scale implementation.

There was intensive regard of local situations and actors. Local There was intensive regard of local situations and actors. Local relationships are generated, respectively supported relationships are generated, respectively supported (SME/trainer/consultants) with the intention to create a (SME/trainer/consultants) with the intention to create a sustainable e-business community.sustainable e-business community.  The design to make use of available competencies and to The design to make use of available competencies and to address the targeted beneficiaries is well cascaded to local address the targeted beneficiaries is well cascaded to local clients, using synergies with Chambers of Commerce and other clients, using synergies with Chambers of Commerce and other stakeholders. stakeholders.

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Programme Programme Adaptation Adaptation to evolving needto evolving needss

Implementation is based on information from performance Implementation is based on information from performance

measurement, research, learning and external related activities measurement, research, learning and external related activities   GRNET studied worldwide existing comparable programmes and sought GRNET studied worldwide existing comparable programmes and sought to exchange information with them.to exchange information with them.  The communication with Chambers of Commerce and the involvement The communication with Chambers of Commerce and the involvement of young professionals from regions are a good example of mutual of young professionals from regions are a good example of mutual interest design.interest design.  Policy and Strategy are developed, reviewed and updated. Continuous Policy and Strategy are developed, reviewed and updated. Continuous experience and feedback information is available from the trainers and experience and feedback information is available from the trainers and the beneficiaries through structured online questionnaires.the beneficiaries through structured online questionnaires.  In addition, consideration of good practices and exchanges or In addition, consideration of good practices and exchanges or structured feedbacks from regions was constantly sought after to structured feedbacks from regions was constantly sought after to encourage regional consortia to adjust to project’s evolving needs (e.g. encourage regional consortia to adjust to project’s evolving needs (e.g. be entitled or obliged to take part in improvement activities).be entitled or obliged to take part in improvement activities).

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programme programme managementmanagement

Measures to reduce the bureaucracy to coordinate large Measures to reduce the bureaucracy to coordinate large consortia were successfully undertaken.consortia were successfully undertaken.  The MIS is a considerable strength, making project progress The MIS is a considerable strength, making project progress transparent to all involved parties and serving as a good tool to transparent to all involved parties and serving as a good tool to monitor contractual obligations which are base for financial monitor contractual obligations which are base for financial transactions.transactions.  The project website The project website www.goonline.gr demonstrates professional demonstrates professional competency and trust to all consortia, beneficiaries and other competency and trust to all consortia, beneficiaries and other stakeholders of the project. stakeholders of the project.   It also gives the basis for interaction (and it was e.g. used for the It also gives the basis for interaction (and it was e.g. used for the online questionnaires as an initial application for the trained online questionnaires as an initial application for the trained clients).clients).

Financial auditing was regularly executed assuring a clear and Financial auditing was regularly executed assuring a clear and undisturbed role allocation between GRNET and the regional undisturbed role allocation between GRNET and the regional consortia. consortia.

Impact assessmentImpact assessment

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The overall impact of the programme on e-business use from the target The overall impact of the programme on e-business use from the target group and related quantitative results are well covered in 2 multi group and related quantitative results are well covered in 2 multi annual studies.annual studies.  The majority of small businesess found the opportunity through the The majority of small businesess found the opportunity through the programme to purchase IT infrastructure at low cost kai get some basic programme to purchase IT infrastructure at low cost kai get some basic trainining on aspects related to IT-enable business. trainining on aspects related to IT-enable business.   SMEs that were reluctant initially to embark in e-business, realized the SMEs that were reluctant initially to embark in e-business, realized the potential to become more efficinet and custom oriented. potential to become more efficinet and custom oriented.   Technofobia, particularly predoninant ini small businesses was Technofobia, particularly predoninant ini small businesses was addressed effectively and SMEs became more IT friendly. addressed effectively and SMEs became more IT friendly.

INTENSITY – USAGE OF ICT BY INTENSITY – USAGE OF ICT BY THE COMPANY (2THE COMPANY (2NDND LEVEL) LEVEL)

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The majority of the companies use the PC (86.50%) and the internet The majority of the companies use the PC (86.50%) and the internet (72.74%) on a daily basis. On the contrary, there is a relatively low (72.74%) on a daily basis. On the contrary, there is a relatively low percentage of companies (28.74%) that use some kind of special software for percentage of companies (28.74%) that use some kind of special software for their business (ERP, CRM, ASP, MRP, MIS), and it varies relatively to the their business (ERP, CRM, ASP, MRP, MIS), and it varies relatively to the company size. company size.

The percentage of companies with presence in the web, is 41.16%.The percentage of companies with presence in the web, is 41.16%.

The percentage of companies making transactions with banks and the public The percentage of companies making transactions with banks and the public sector online is only 34.36%. Even lower is the percentage of companies that sector online is only 34.36%. Even lower is the percentage of companies that offer their clients the possibility of placing orders on-line, which is 18.49%, offer their clients the possibility of placing orders on-line, which is 18.49%, while the percentage of companies that offer their clients the possibility to while the percentage of companies that offer their clients the possibility to make online payments is only 4.85%. Moreover, only 4.99% of the make online payments is only 4.85%. Moreover, only 4.99% of the companies participate in e-market places. Also, for those who offer some companies participate in e-market places. Also, for those who offer some kind of service to their clients online, only 22% said that the share of online kind of service to their clients online, only 22% said that the share of online sales as a percent of their total sales is above 5%. So, not only a small sales as a percent of their total sales is above 5%. So, not only a small number of companies are making online sales, but those who do, evaluate number of companies are making online sales, but those who do, evaluate them as a minor portion of their income. Finally, when the companies were them as a minor portion of their income. Finally, when the companies were asked to state the problems that they are dealing with in the adoption of e-asked to state the problems that they are dealing with in the adoption of e-business activities, the most common problem appeared to be the lack of business activities, the most common problem appeared to be the lack of knowledge and information about the new technologies. knowledge and information about the new technologies.

INTENSITY – USAGE OF ICT BY THE COMPANY (2INTENSITY – USAGE OF ICT BY THE COMPANY (2NDND LEVEL) LEVEL)

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From the above it is obvious that even if the majority if the companies have the necessary equipment, yet the intensity of advanced ICT usage remains at low levels. E-commerce is not a common practice among the very small companies, but an exception. Moreover, only one third of them have online dealings with banks or the public sector. Very small companies are not familiar with the usage of new technologies, as they themselves admit, and remain hesitant to incorporate the new technologies into their daily functions. However, it is positive that the companies are using the computer and the internet on a daily basis.

IMPACT OF E-BUSINESS PROCESSES (3IMPACT OF E-BUSINESS PROCESSES (3RDRD LEVEL) LEVEL)

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The companies have improved their capabilities in terms of using the PC and the internet after the Training Support. For instance, while before the Training Support, a total percent of 14% of the companies said that the grade of familiarisation of their employees with the ICT is “low” or “very low”, that percent falls to 6% after the Training Support.Also, the percentage of the companies that use the PC on an daily basis increased from 79% to 87% and the percentage of those who never use the PC fell from 8% to just 0.40%. Similarly, the percentage of the companies that use the Internet on an daily basis increased from 62% to 73% and the percentage of those who never use the PC fell from 16% to 6%. Yet, the main reasons for using the PC after the Training Support remain the office automation and general usage of the internet, and the main reasons for using the Internet after the Training Support is the information about the market trends and the communication.

Programme EvaluationProgramme Evaluation IMPACT OF E-BUSINESS PROCESSES (3 IMPACT OF E-BUSINESS PROCESSES (3RDRD LEVEL) LEVEL)

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The general conclusion is that e-business activities are yet in a quite The general conclusion is that e-business activities are yet in a quite early stage for the very small companies even after the Training early stage for the very small companies even after the Training Support. Support.   The answers of the companies as well as of the e-Business The answers of the companies as well as of the e-Business Consultants indicate that the programme intrigued the companies Consultants indicate that the programme intrigued the companies towards the new technologies and gave those who were not towards the new technologies and gave those who were not familiarised the boost to deal with these new tools. Those who were familiarised the boost to deal with these new tools. Those who were reluctant were given the opportunity to see the possibilities that the reluctant were given the opportunity to see the possibilities that the new technologies can offer, especially in terms of prompt new technologies can offer, especially in terms of prompt communication, access to information and better organisation of communication, access to information and better organisation of their daily routine. A large part of hesitations and fears were their daily routine. A large part of hesitations and fears were overcome and the first steps were taken. But, on the other hand, in overcome and the first steps were taken. But, on the other hand, in many cases the size of the company and the old-fashioned family many cases the size of the company and the old-fashioned family character of a large portion of the companies is yet an obstacle to character of a large portion of the companies is yet an obstacle to the introduction of more advanced practices of e-business, such as the introduction of more advanced practices of e-business, such as online sales and purchases and participation in e-marketplaces. online sales and purchases and participation in e-marketplaces.

component component indicatorsindicators

In order to compare the situation among sectors and districts, two component indicators were produced:

  A. ICT Infrastructure & Usage, that is composed by the following

elements: Percentage of companies having an internal PC network Percentage of companies connected to the internet Percentage of companies having a website Percentage of companies that use some kind of special software

(ERP, CRM, ASP, MRP, MIS) Percentage of companies using the PC in an daily basis Percentage of companies using the Internet in an daily basis 

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component indicatorscomponent indicators

Β. e-Procurement, e-Marketing/Sales & e-Transactions, that is composed by the following elements:

Percentage of companies making transaction with banks and the public sector online

Percentage of companies that offer their clients the possibility of placing orders on-line

Percentage of companies whose share of online sales counts for more than 5% of their total sales.

Percentage of companies that purchase on-line. Percentage of companies whose share of online purchases counts for

more than 5% of their total purchases. Percentage of companies which take part in e-marketplaces.

 

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Programme EvaluationProgramme Evaluation IMPACT OF E-BUSINESS PROCESSES (3 IMPACT OF E-BUSINESS PROCESSES (3RDRD LEVEL) LEVEL)

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Comparison among sectors: Before the Comparison among sectors: Before the programmeprogramme

ΕΜΠΟΡΙΟ

ΜΕΤΑΠΟΙΗΣΗ

ΚΑΤΑΣΚΕΥΕΣ

ΛΟΙΠΕΣ ΥΠΗΡΕΣΙΕΣ

ΥΠΗΡΕΣΙΕΣ ΤΟΥΡΙΣΜΟΥ

0,00

0,20

0,40

0,60

0,80

1,00

1,20

1,40

1,60

1,80

2,80 2,90 3,00 3,10 3,20 3,30 3,40 3,50 3,60 3,70 3,80 3,90 4,00 4,10 4,20 4,30 4,40 4,50 4,60 4,70 4,80

Υποδομή & Ένταση Χρήσης ΤΠΕ

Ηλε

κτρ

ονι

κές

Πω

λήσ

εις

/ Αγο

ρές

&

Ηλε

κτρ

ονι

κές

Συ

ναλλ

αγέ

ς

3,59

0,66

Programme EvaluationProgramme Evaluation IMPACT OF E-BUSINESS PROCESSES (3 IMPACT OF E-BUSINESS PROCESSES (3RDRD LEVEL) LEVEL)

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COMMERCE

MANUFACTURING

CONSTRUCTION

TOYRISM

OTHER SERVICES

0,00

0,20

0,40

0,60

0,80

1,00

1,20

1,40

1,60

1,80

2,80 3,00 3,20 3,40 3,60 3,80 4,00 4,20 4,40 4,60 4,80

ICT Infrastructure & Usage

e-P

rocure

ment, e

-Mar

ket

ing/S

ale

s &

e-T

ransa

ctio

ns

3,81

0,90

Comparison among sectors: After the Comparison among sectors: After the programmeprogramme

Programme EvaluationProgramme Evaluation IMPACT OF E-BUSINESS PROCESSES (3 IMPACT OF E-BUSINESS PROCESSES (3RDRD LEVEL) LEVEL)

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Comparison among districtsComparison among districts

Comparison among districts: before the programme

ΑΝΑΤΟΛΙΚΗ ΑΤΤΙΚΗ

ΠΕΙΡΑΙΑΣ

ΘΕΣΣΑΛΙΑ

ΗΠΕΙΡΟΣ

ΔΥΤΙΚΗ ΕΛΛΑΔΑ

ΠΕΛΟΠΟΝΝΗΣΟΣ

ΔΥΤΙΚΗ ΜΑΚΕΔΟΝΙΑ ΚΕΝΤΡΙΚΗ

ΜΑΚΕΔΟΝΙΑ

ΣΤΕΡΕΑ ΕΛΛΑΔΑ

ΑΝΑΤΟΛΙΚΗ ΜΑΚΕΔΟΝΙΑ

& ΘΡΑΚΗ

ΑΘΗΝΑΒΟΡΕΙΟ ΑΙΓΑΙΟ

ΝΟΤΙΟ ΑΙΓΑΙΟ

ΚΡΗΤΗ

ΔΥΤΙΚΗ ΑΤΤΙΚΗ

IONIO

0,00

0,20

0,40

0,60

0,80

1,00

1,20

1,40

1,60

1,80

2,80 2,90 3,00 3,10 3,20 3,30 3,40 3,50 3,60 3,70 3,80 3,90 4,00 4,10 4,20 4,30 4,40 4,50 4,60 4,70 4,80

Υποδομή & Ένταση Χρήσης ΤΠΕ

Ηλ

εκτρ

ον

ικές

Πω

λή

σει

ς / Α

γο

ρές

& Η

λεκ

τρο

νικ

ές Σ

υν

αλ

λα

γές

0,66

3,59

Programme EvaluationProgramme Evaluation IMPACT OF E-BUSINESS PROCESSES (3 IMPACT OF E-BUSINESS PROCESSES (3RDRD LEVEL) LEVEL)

32

Comparison among districts: after the programme

Comparison among districtsComparison among districts

ΑΘΗΝΑ

ΠΕΙΡΑΙΑΣ

ΣΤΕΡΕΑ ΕΛΛΑΔΑ

ΘΕΣΣΑΛΙΑ

ΗΠΕΙΡΟΣ

ΔΥΤΙΚΗ ΕΛΛΑΔΑ

ΠΕΛΟΠΟΝΝΗΣΟΣ

ΔΥΤΙΚΗ ΜΑΚΕΔΟΝΙΑ

ΚΕΝΤΡΙΚΗ ΜΑΚΕΔΟΝΙΑ

ΑΝΑΤΟΛΙΚΗ ΜΑΚΕΔΟΝΙΑ

& ΘΡΑΚΗ

ΒΟΡΕΙΟ ΑΙΓΑΙΟ

ΝΟΤΙΟ ΑΙΓΑΙΟ

ΚΡΗΤΗΔΥΤΙΚΗ ΑΤΤΙΚΗ

IONIO

ΑΝΑΤΟΛΙΚΗ ΑΤΤΙΚΗ

0,00

0,20

0,40

0,60

0,80

1,00

1,20

1,40

1,60

1,80

2,80 2,90 3,00 3,10 3,20 3,30 3,40 3,50 3,60 3,70 3,80 3,90 4,00 4,10 4,20 4,30 4,40 4,50 4,60 4,70 4,80

Υποδομή & Ένταση Χρήσης ΤΠΕ

Ηλ

εκτρ

ον

ικές

Πω

λή

σει

ς / Α

γο

ρές

& Η

λεκ

τρο

νικ

ές Σ

υν

αλ

λα

γές

0,90

3,81