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 systemising 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 the 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: Activate a citizen assistance and information service using data on the use of provincial public services.

December 2025: carry out a third campaign to analyse the user experience 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 Analysis and utilisation of user data for the improvement of digital services and the development of customised services for citizens

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: € 3,398,420.00

To 31 December 2024:

• Information on 100% of the services offered by the Province is available in the Service Catalogue (Action 1)
• Since the start of the project, 24 websites have been migrated to the Institutional Portal, thus adapting them to the Designers Italia design system (Action 1)
• Work began on evolving the architecture of the Institutional Portal, in particular by creating a catalogue of projects of the Province using a new content type 'Public Project' to describe them (Action 1)
• 24 services were digitised, making the process of application submission by the user digital and also enabling him/her to consult the relevant data and subsequent updates from a single personal area (Action 2)
• A monitoring dashboard was created for 3 of the 24 new digital services, enabling the relevant structures to monitor the administrative and financial progress of the service (Action 2)
• The first user experience analysis campaign on provincial services was carried out, involving a total of 54 users, 6 of whom were visually impaired, to analyse accessibility (Action 3)