Flagship Project - Digital Citizens and Enterprises (CID)

The project constitutes the third of the four areas of the 'Flagship Project' and aims to improve the quality of the digital services offered by the Province by systematising and harmonising various initiatives launched over the years.

In particular, it is planned to

1. evolve the provincial catalogue of public services and the Province's institutional portal as focal points for access to the authority's information
2. digitalise the services offered by the authority by overcoming traditional forms (e.g. filling in paper forms, PEC)
3. improve the usability and accessibility of digital services by analysing the direct experience of users
4. customise communications to users on the services offered by the Province.

The services are developed according to the principles laid down in the Digital Administration Code (CAD) and other specific rules and regulations, investing in particular in certain strategic dimensions

• findability and accessibility of information on the services offered by the authority;
• ease of use of services by not asking users for information already held by the public administration ( once-only principle);
• security and privacy;
• enhancement of the user experience from the design phase to testing and deployment;
• customisation of information and communication services.

Alignment of platforms in use with developments in national and European policies for simplified, direct and customised interaction with users, ensuring both a coordinated level of information and interoperable platforms for a technologically fluid use of services

December 2023: Describe all public services offered by the Province in the Provincial Catalogue of Services and launch an initial user experience analysis campaign of the Province's services.

June 2024: publish the institutional Portal of the Province on Developers Italia for reuse by other regional and provincial administrations; digitise 25 services-procedures for users.

December 2024: develop the institutional Portal of the Province through the automatic updating of information from 3 databases and the integration of a tool for the automatic translation of content to be published for reuse on Developers Italia; realise a monitoring dashboard for 10 digital services-procedures managed by the Province. Carry out a second campaign to analyse the user experience of the Province's services and produce a document comparing the catalogues of Trentino's public bodies.

June 2025: Set up a citizen information and assistance service using data on the use of provincial public services.

November 2025: carry out a third user-experience analysis campaign of the services of the Province; involve a total of 200 users in the 3 campaigns carried out and solve the 3 main criticalities encountered by users on the usability of the services of the Province; digitalise a further 25 services-procedures addressed to users; information on the progress of the procedures of 30 digital services integrated in a single personal area of the citizen; reach 50,000 users with personalised communications through the assistance and information service carried out by 30 June.

• CID.1 Population and evolution of the public services catalogue and institutional portal of the Autonomous Province of Trento
• CID.2 Digitisation of public services through integration with enabling platforms, national and provincial databases
• CID.3 User Experience analysis and enhancement
• CID.4 Activation of a CRM service for users of provincial public services

The implementation of the NRP in Trentino fits coherently into the programme framework for sustainable provincial development, according to the policies identified in the provincial Economic and Financial Document and its Update Note

PNC funding: € 3,321,018.90

As of 25 November 2025, all project targets and milestones have been reached:

• Information on 100% of the services offered by the Province is available in the Service Catalogue (Action 1);
• since the start of the project, 38 websites have been migrated to the Institutional Portal, thus adapting them to the Designers Italia design system (Action 1);
• the new Institutional Portal was published in June 2025, with new architecture, automatic translation in 5 languages and data flows from other systems (Action 1);
• repositories of the Portal and translation system source code were published on Developers Italia ( Action 1);
• 65 services were digitised, making the application submission process digital and also allowing users to consult the relevant data and updates from asingle personal area ( Action 2);
• the new personal area of the Citizen's Room has been released, allowing better consultation of submitted applications and management of associated payments (Action 2)
• monitoring dashboards of 10 digital services were implemented, enabling the relevant structures to monitor the administrative and financial progress of the service (Action 2)
• the 3 user experience analysis campaigns focused on provincial services were concluded, also including an exploratory survey on AI interfaces for chatbots, involving a total of 200 users, of whom 22 with visual impairments, to analyse accessibility (Action 3)
• theAI assistant 'ChatPaT', a chatbot facilitating user access to provincial public services, was released (Action 4).