Our Platform 2019-04-26T10:59:15+00:00

Our Platform

The SIMPATICO Platform is a software platform that uses advanced technical solutions and applies them to existing PA systems to simplify the interaction of citizens and companies with a wide range of public services.

The value offered by the SIMPATICO Platform is the unique opportunities of delivering customer-centric, personalized services and of triggering a continuous optimization of services and processes, thus overcoming the existing barriers in the adoption of e-services.

Results. Check the outcome of the SIMPATICO Platform in the Trento pilot page.

A schematic representation of the architecture of the SIMPATICO Platform can be seen to the left.

The Interactive Front-End is the first access point to the e-services that allows citizens to use the SIMPATICO tools: text adaptation to the user profile, simplified and personalized interaction workflow, pre-filled web forms with user personal data.

In particular, the Citizen Data Vault allows storing personal data, so that citizens can provide given information only once, and this information is automatically reused when necessary. The Text Adaptation Engine allows the citizen to select text that is not clear to them and the engine will suggest alternative words or explanations.

The simplification of the work flow is delivered by the Workflow Adaptation Engine. All these changes are made following the User Profile that contains information about the user and their interaction with the system.

Results. Check the outcome of the SIMPATICO Front-End in the Galicia pilot page.

The usage data from the citizen is caught by the Interactive Front-End and stored in the Log component. Session Feedback is also available for explicit user feedback.

The Data Analysis component works with the eService Monitoring component, enabling civil servants to understand the usability of e-services and the performance of the whole system from the collected data on the user interactions. By exploiting this information, civil servants can improve the usability of e-services. For example, they can detect words and phrases that are hard to interpret by users and can simplify them in the e-service.

The Citizenpedia is the other access point where the citizens, professionals and civil servants can cooperate to improve the e-services and solve some questions and doubts. Citizenpedia is composed by four different modules that provide different functionalities:

  • Question Answering Engine (QAE), where citizens can send questions to other citizens, professionals or civil servant to solve some doubt to complete an administrative procedure;
  • Collaborative Procedure Designer (CPD), a tool where citizens can understand the workflow of an administrative procedure and cooperate with civil servants to improve it;
  • Servicepedia, a visualization component which fully describes a given administrative procedure.
  • Gamification Engine, a mechanism to increase the participation and engagement of the Citizenpedia users.

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.