The “Incontr@ciriè” project consists of an innovative Front Office, which provides all administrative services through a web portal – called “online citizen helpdesk”- and a multi-purpose physical helpdesk. The Front Office is managed by professionals with expertise on all the services provided by the City.
Thanks to this approach, citizens can access all the information and services they need through a single point of access managed by experienced staff.
The “online citizen helpdesk” is always active (24/7), allows users to send a request for proceedings, and includes all documents required for sending the request in the suitable forms and kept up to date directly from the municipal staff.
The municipality has developed a complete online service, able to provide all the administrative services delivered by the institution: more than 250 procedures in the demographic, technical, education, associations fields etc.
All procedures use the same workflow and use standardized document templates on the same standard. This approach provides transparency, traceability and makes it easier to understand the service: it is easier to send new applications and it is easier to check the status of each process with a personal information panel online available.
The adoption of entirely online services has also enabled to work with fully digital document archives: this allows to obtain significant savings in time and resources, making it easier to manage, share, archive and find content; a fully digital archive also ensures full compliance with the Italian regulations on archiving and digital preservation.