Context
In response to the need for streamlining administrative processes and reducing burdens on both citizens and regional staff, Regione Liguria, the administrative body of the Liguria region in Italy, embarked on a digital transformation project. This project centred around the creation of a website, ‘Sportello Online’, which translates to ‘Online Desk’ in English.
Objectives
Sportello Online functions as a one-stop shop for citizens, businesses, associations and other government agencies. It aims to provide a centralised repository of information on all the procedures offered by Regione Liguria. This includes descriptions of the procedures, required documentation templates, application submission instructions and contact details. The system is designed to be user-friendly, with modular and standardised content presentation.
Implementation
Sportello Online consists of three main components.
- A configuration application allows regional departments to dynamically design and publish forms for specific requests.
- The public-facing website allows users to search for procedures, apply for them and submit the completed forms along with any necessary documents. User authentication is implemented through digital identity credentials.
- A back-office system facilitates the work of regional staff. It automatically registers requests, assigns them to the appropriate department based on predefined profiles, and enables two-way communication between applicants and regional managers. The system is built with data security and interoperability in mind, adhering to relevant guidelines and standards.
One of the core challenges addressed by Sportello Online was the dematerialisation of requests. This means eliminating paper-based applications and documents. The system achieves this by allowing users to submit everything electronically. This not only reduces the administrative burden for both citizens and regional staff, but also streamlines data processing and record-keeping.