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Digital Italy: connecting citizens, services, and territory

Bringing digital public administration closer to citizens

Our technology is driving the digital transformation of Italy’s Public Administration, bringing services closer to citizens and improving institutional efficiency. With INPS’s Advanced Online Desk, we are taking a step forward in our commitment to building a more human, agile, and accessible administration, where technology becomes a bridge between people and public services.

The digitalisation of Italy’s Public Administration is a strategic priority at national and European level

A country undergoing digital transformation

Digitalising Italy’s Public Administration is a strategic priority at both national and European level. Improving access to services, increasing operational efficiency, and enabling secure interconnection between public entities are essential to delivering a modern, accessible, and inclusive State.

Italy faces the challenge of adapting historic infrastructures, decentralised processes, and growing citizen needs to an agile, transparent, user-centred e-government model. Achieving this requires advanced technology and a systemic vision.

Technology-driven responses at multiple levels

In this context, together with INPS we developed the technological platform underpinning the Advanced Online Desk, an innovative remote-assistance model that enables citizens to access INPS services through video call with an operator, completing remotely the same procedures that previously required physical presence.

With a modern and intuitive interface, operators can manage documentation, information exchange, and the immediate issuance of receipts in real time, ensuring traceability and security at every step.

Citizens, in turn, can complete missing documents within 72 hours without needing a new appointment, receiving automatic SMS notifications.

Visible and sustainable impact

The solutions developed have delivered tangible benefits:

  • A sevenfold increase in appointment bookings, and more than a tenfold increase in appointments actually delivered
  • Higher citizen satisfaction, with the possibility to connect from any device and location
  • Improved operational efficiency thanks to more agile, secure, and traceable processes
  • Guaranteed service continuity, even during peak demand or mobility restrictions

Together, these projects demonstrate Minsait’s ability to support public administrations in their evolution towards citizen-centred digital models. Our experience combines:

  • Large-scale strategic vision through structural projects
  • Targeted solutions that strengthen the relationship between public administration and citizens
  • Innovation applied to the cultural and tourism sectors

Minsait is positioned as a reliable partner for the digital transformation of the public sector, connecting technology, society, and territory through an inclusive, efficient, and sustainable vision.

Connecting transformation

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    Italy Digital Public Administration Project | Minsait