Trento is working hard towards transforming itself into a Smart City, in such a context the digitalization of all interactions between the PA and its citizens is a priority.
As part of its “smart city” strategy, Trento released a new e-service portal, Sportello Online, which serves as a unique access point that offers integrated and facilitated access to all the various services.
This situation offered the opportunity to Trento to use SIMPATICO with the city e-service portal, and to assess their capability to provide easier and faster interaction to the users.
The main specific purpose was to validate the integration between the Trento e-service portal and SIMPATICO solution.
Trento is also interested in measuring the improvement in the efficiency of the organizational “machine” that is in charge of managing service requests by citizens and businesses.
This means to compare the civil servant average working time required to acquire a complete and correct service module before and after the introduction of the e-service portal, as well as with and without the SIMPATICO tools.
Trento has allowed to test SIMPATICO integrated with the city e-service portal (including also the management of an important upgrade of the software running the portal) and in a production setting, with lay citizens exploiting SIMPATICO and the e-service platform to submit actual service requests to the city – with different degrees of help and support from civil servants. It has also allowed engaging civil servants in the adoption of SIMPATICO – thus evaluating SIMPATICO in combination with direct help from civil servants. It must be remarked that in this use-case the project went well beyond the promised TRL of 6, and in fact the system was (and is) deployed and used without supervision within the official website of the public administration (TRL 8-9). More than 100 business owner completed e-services in the Trento web portal using SIMPATICO and the reduction of administrative burden was significant well beyond the target values.
SIMPATICO is now integrated with the city e-service portal and in a production setting. It is (and will) being used after project end by citizen in a free and un-constrained way. More than 400 people used SIMPATICO saving 57% of time in completing a form and reducing the number of requests for clarification by up to 70%. These number are fast increasing as SIMPATICO is constantly growing alongside the growth of Trento’s e-service system. For example, from being available in 6 procedures at the end of the project, SIMPATICO is now available in 20 procedures.