Executive Summary
The semi-autonomous Italian province of Bolzano is launching "myCIVIS," a new digital portal designed to centralize and streamline access to public services for its citizens. Developed in partnership with Microsoft, the platform uses AI to offer a proactive, user-centric experience, aiming to improve administrative efficiency and rebuild trust between citizens and the government. The system features a multilingual AI companion and can proactively suggest services and aid to citizens based on their data.
Key Takeaways
* Product Name: myCIVIS, a digital citizen portal.
* Primary Function: A centralized, "one-stop shop" for citizens to access public services, including healthcare information, housing assistance, and more.
* Core AI Feature: A multilingual AI companion named "EMMA," built with Microsoft Copilot Studio, which answers citizen questions via voice, web, or digital messaging.
* Proactive Services: An opt-in feature analyzes existing citizen data across agencies to proactively identify and suggest support services, subsidies, and other benefits for which they qualify.
* Technology Stack: Built on Microsoft Power Platform, which integrates with Microsoft 365, Dynamics 365, and Azure. AI applications were constructed using Microsoft Foundry.
* Target Audience: The 550,000 citizens of the province of Bolzano.
* Availability: The rebuilt myCIVIS system is currently in beta testing and is scheduled to go online in March.
* Stated Goal: To shift from a reactive to a proactive public service model, putting the citizen first, closing the gap between citizens and administration, and increasing efficiency to address demographic shifts in the workforce.
Strategic Importance
This initiative serves as a key public sector case study for Microsoft's AI and cloud platform, demonstrating its application in modernizing government services. For the Province of Bolzano, it represents a significant digital transformation aimed at enhancing citizen trust and streamlining bureaucratic processes.