AI4PublicPolicy / Genova, Italy

Citizens & Businesses Services Optimisation

đź“Ť Genoa, Italy

Coordinated by Commune di Genova.

About the pilot

The pilot will develop a policy development toolkit for the city of Genova, which will enable the public authority to extract and experiment with evidence-based policies about how to optimally organize the operations of the various citizen-facing services and department of the municipality. The toolkit will be integrated in the virtualized platform of the project i.e., it will be an instance of the cloud-based VPME customized to the needs of the municipality of Genova. It will comprise datasets derived from the unique phone number infrastructure and its (digital) interfaces to the various departments and systems of the municipality, as well as citizens’ feedback that will be collected through various channels. The pilot will integrate various AI tools, including tools for analyzing citizens’ feedback, but mainly tools for data-driven policy recommendation, policy simulation and benchmarking. Based on this tool, the pilot system will extract and recommend policies for allocating resources and organizing the operations of the different departments of the municipality.

Pilot Poster

Use Cases

Summary

  • Reducing Road Accidents against Vulnerable People: This use case includes the execution of ML/DL techniques to determine the danger index of city areas for the various vulnerable categories (pedestrians, cyclists, motorcyclists) in relation to possible causes (time, weather, environment, morphology, traffic, etc.) in order to provide information and predictive analysis to decide and justify actions and interventions functional to reduce road accidents against vulnerable subjects.
  • Optimising the Allocation and Use of Resources for Social and Demographic Services also via fostering the  interoperability between information systems: This use case executes ML/DL techniques over data about the citizens’ requests for services and their handling workflows, towards identify optimal allocation of human resources and other assets (e.g., machines, equipment, software/hardware), in particular as regards two offices: social services office and demographic services office. As for the social services, in this direction it is key to evaluate how to improve the interoperability with wider systems (e.g. Regional or INPS DBs), for the efficiency of resources and the development of evidence-based policies.  As for the demographic/registry services, efforts will be directed especially to the analysis and re-engineering of the transversal work process dealing in particular with registry office changes.
  • More effective extraordinary maintenance  interventions by enhancing the  “SegnalaCI” Citizens’ Suggestions/Reports and Policies Visualizations: This use case will improve the planning and deployment of extraordinary maintenance  interventions also by an enhaced exploitation of the functionalities offered by   the SegnalaCI platform. It allows to visualize data about citizens’ suggestions and reports sent through the SegnalaCI platform and about the workflows for handling them in an interactive map/dashboard. Information about the type, location, handling times, citizen demographics etc. associated with each request will be displayed and provided to both policy makers (inside the municipality) and citizens. The dashboard will be used to increase the transparency, trustworthiness and accountability of the policy development process.

Detailed descriptions

Use Case #1
Use Case Name Reducing road accidents against vulnerable people
Summary This use case will execute ML/DL techniques to determine the danger index of city areas for the various vulnerable categories (pedestrians, cyclists, motorcyclists) in relation to possible causes (time, weather, environment, morphology, traffic, …) in order to provide information and predictive analysis to decide and justify actions and interventions functional to reduce road accidents against  vulnerable subjects.
Description The Interministerial Committee for Economic Planning and Sustainable Development (CIPESS) approved the National Road Safety Plan (NSSP) 2030 on 14 April 2022.

The new National Road Safety Plan adopts the “Safe System” approach proposed by the European Commission and the UN 2030 Agenda, which aims to reduce the number of road fatalities and serious injuries by 50% by 2030 compared to 2019 and to zero by 2050.

A key innovation of the UNDP 2030 is the definition of specific strategies for risk categories with targeted actions for each of them. The categories considered to be at greatest risk are: children and adolescents, young drivers, the over-65s, cyclists, pedestrians and users of powered two-wheelers.

We are still waiting for the text to be made public. This will be followed by the adoption of individual implementation programmes that will define the details of the targeted interventions.

In order to achieve the objectives of reducing road accidents and injuries it is necessary to intervene on the phenomenon with an analytical and dynamic approach.

In the city of Genoa the traditional road safety interventions are undertaken by the decision makers, using the expertise of the technical bodies in charge, which refer to statistical elaborations that start from the data of accident events processed in an empirical way and not connected with other context elements that could increase the correct understanding of the events.

It is therefore desirable to use an artificial intelligence tool that can provide useful information to be able to make decisions also on the basis of predictive elements to support decision-making policies. Artificial intelligence can in fact analyse and compose complex scenarios, which are impossible for human intelligence to process, and offer useful modelling to identify locations or risk dynamics.

The improvement of the context analysis will be made possible by the assumption of additional data to those currently available and processed by the Local Police, with the implementation of additional data provided by the different structures operating in the field of road safety and that will systemise such data in the context of the local partnership. This will allow the construction of scenarios through the elaboration of artificial intelligence that will make available the potential derived from the large amount of data put into system.

Through this information, the public administrator will have an advantage in evaluating the decisions to be implemented.

A system designed in this way can allow moments of virtual involvement of citizens on the problem analysed, on the perception of the risk and on the sharing of the policies undertaken.

The use of artificial intelligence will allow the processing of a complex amount of data, with analyses that man would do with enormous effort or would never be able to do.

The optimisation of the processing times and the articulation of different sources of context, will be able to increase the knowledge of the phenomenon of road accidents in a sensitive way.

It will be necessary to build a model that determines the danger index of the city areas for the various vulnerable categories (pedestrians, cyclists, motorcyclists) in relation to possible causes (time, weather, environment, morphology, traffic, …) this will make it possible to provide information and predictive analysis to decide and justify, for example:

– Inspections

– Maintenance interventions

– Speed limit reduction

– Installation of remote speed control devices

– Traffic modifications

– Road closures at certain times or weather conditions/forecasts

Value Proposition(s) Evaluating the danger index of city areas in relation to possible causes. Extracting information and predictive analysis to decide and justify actions and interventions for reducing road accidents against vulnerable subjects.
Website https://smart.comune.genova.it/
Keywords Danger of city areas, vulnerable people, predictive analysis, increased safety.
Use Case #2
Use Case Name Optimizing the Allocation and Use of Resources for Social and Demographic Services also via fostering the interoperability between information systems
Summary This use case will execute ML/DL techniques over data about the citizens’ requests for services and their handling workflows, towards identify optimal allocation of human resources and other assets (e.g., machines, equipment, software/hardware), in particular as regards two offices: social services office and demographic services office. As for the social services, in this direction it is key to evaluate how to improve the interoperability with wider systems (e.g. Regional or INPS DBs), for the efficiency of resources and the development of evidence-based policies.

As for the demographic/registry services, efforts will be directed especially to the analysis and re-engineering of the transversal work process dealing in particular with registry office changes.

Description Within the framework of this use case, the intention is to identify optimal allocation of human resources and other assets (e.g., machines, equipment, software/hardware) related to the social and demographic services office and to evaluate the opportunities of interoperability with wider systems (e.g., Regional or INPS DBs), for the efficiency of resources and the development of evidence-based policies. It appears essential to be able to implement a process aimed at consolidating the existing system, also in relation to interoperability with broader systems.

This analysis, in particular as regards the social services office, could also be preparatory to the possible subsequent development of the following actions:

1)    Analysis, design and possible implementation of a product that facilitates the interoperability of other systems, both within and outside the Public Administration, with the Social Policies information system;

2)    Design of a data repository, with a good level of alignment/update of the developed data batteries, connecting with tools used by the Administration;

3)    Construction of strategic reading models of the collected data, with a specific territorialization and the possibility of longitudinal reading;

4)    Return of useful information to the public decision-maker, through several options of proposals for “intelligent” analysis of the collected data.

The outcome of the toolkit will be a set of data-driven recommendations and rules about how to best allocate and use resources for social and demographic services and enhance interoperability between information systems in order to make optimal use of resources, minimize service times and increase citizens’ satisfaction.

As for the demographic/registry services, the focus will be on the analysis and re-engineering of the transversal work process of the registry offices that deal in particular with registry office changes (immigrations, changes of residence, changes in civil status, AIRE registrations, etc.) with the aim of channelling citizens’ requests, also by simplifying access to the portal, improving the ability to respond to citizens and internal communication between registry offices, including the multi-purpose desk. These are online practices. There is also a communication initiative towards citizens.

Value Proposition(s) Optimizing the Allocation and Use of Resources for Social and Demographic/Registry Services, improvement of services to citizens and analysis towards the improvement of interoperability
Website https://smart.comune.genova.it/
Keywords Social services, resources, optimization, citizens’ satisfaction
Use Case #3
Use Case Name More effective extraordinary maintenance interventions by enhancing the “SegnalaCI” Citizens’ Suggestions/Reports and Policies Visualizations
Summary This use case will improve the planning and deployment of extraordinary maintenance interventions also by an enhanced exploitation of the functionalities offered by   the SegnalaCI platform. It allows to visualize data about citizens’ suggestions and reports sent through the SegnalaCI platform and about the workflows for handling them in an interactive map/dashboard. Information about the type, location, handling times, citizen demographics etc. associated with each request will be displayed and provided to both policy makers (inside the municipality) and citizens. The dashboard will be used to increase the transparency, trustworthiness, and accountability of the policy development process.
Description Through the SegnalaCi platform, citizens can make suggestions and reports to the Municipality of Genoa on a map (OpenStreetMap) in order to improve the quality of the services offered by the Administration itself and to improve the livability of the City, as well as to execute useful effective extraordinary maintenance interventions. In order to carry out the reporting activity and then use the SegnalaCI platform it is necessary to authenticate through Spid (public digital identity system) or register for the first time and thus obtain username and password, with which it will then be possible to make subsequent accesses. It is also possible to use the application via smartphone or tablet. Citizens can provide proposals, suggestions, and reports on the map. In particular, suggestion means any proposal or communication, even of appreciation, by the citizen aimed at improving the quality of the services offered, whilst reporting means communication by the citizen regarding critical situations and / or malfunctions (eg signs, public lighting, holes in the streets, etc …). The “report” is taken over by the municipal operators, who will forward to the responsible persons responsible for the matter within 48 hours, on weekdays. The answer will be provided on average within 15 days. With the official response from the institution, the report is closed. If the requested or suggested intervention has been deemed useful, necessary, and economically sustainable by the service manager, it will be included in the Administration’s programs, on the basis of the priorities decided by the body itself and according to the methods and times defined independently by the Office. This service has been in use since November 20020, when 200 volunteer citizens began to test the platform in advance. Since January 4, 2021, the platform has been open to all citizens. Since the opening, 2193 new citizens have registered. In recent weeks, the number of registered citizens has increased and also the number of reports forwarded to the Administration through ReportCi: the greatest number of reports concerns the facility, the environment, PL and mobility.

This use case will visualize data about this citizens’ suggestions and reports and about the workflows for handling them, with a focus on extraordinary maintenance interventions (on flowerbed borders, city squares and pedestrian areas, pavements and stairways, street mowing, etc.) and the overall Maintenance Plan of the Municipality of Genoa, in an interactive map/dashboard. Information about the type, location, handling times, citizen demographics etc. associated with each suggestion and report will be displayed and provided to both policy makers (inside the municipality) and citizens. The dashboard will be used to increase the transparency, trustworthiness, and accountability of the policy development process.

SegnalaCI’s functionalities might also be enriched to cover the citizens’ feedback on how their reports and/or suggestions have been addressed by the Municipality.

The VPME will provide the means for using the AI policy development tools of the above use cases at a strategic level. Hence, they will facilitate not only the creation/formulation of policies, but also their reprogramming and reconfiguration as well. All policy development use cases will engage both citizens and policy makers from CDG. Furthermore, as part of the pilot, the project will also study and implement the required organizational transformation activities.

Value Proposition(s) Improvement of the planning and execution of the extraordinary maintenance interventions, as well as the outcomes and value of SegnalaCI Platform
Image(s)
Website https://segnalazioni.comune.genova.it/
Keywords Report, suggestions, municipal offices

User Stories

User

Stories ID

As a «type of user», …

Identify the costumer job(s) to which this user story relates.

… I want «some goal» …

Describe the intended goal that the user expects to be fulfilled.

… so that «some reason».

Identify the reason(s) to which this user story relates.

US27 Policy Officer Systematising data from different institutional sources I can compose complex scenarios to identify risk locations or dynamics
US28 Policy Officer Measuring the main indicators of road accidents I can monitor the phenomenon and the incidence of actions taken and increase the knowledge and awareness of internal and external stakeholders
US29 Policy Officer Involving citizens in surveying and assessing the danger of city areas. I can increase the perception of risk and the sharing of actions taken
US30 Citizen Receiving information on the danger of city areas I can increase my perception of risk and implement behaviour aimed at reducing the probability of an accident
US31 Citizen Being involved in the hazard assessment of city areas I can give my contribution by providing relevant information that is not available from institutional or sensor data
US32 Citizen Being involved in the assessment of the hazard of city areas I can give my opinion on the results and the actions to be taken
US33 City Officer Evaluation of the potentialities offered by the improvement of interoperability with wider systems (e.g. Regional or INPS DBs) for the efficiency of resources and the development of evidence-based policies in relation to social services Improved allocation and use of human resources and other assets related to the social services
US34 City Officer/Citizen Analysis and re- engineering of the transversal work process of the registry offices dealing in particular with registry office changes (immigrations, changes of residence, changes in civil status, AIRE registrations, etc.) Better management of citizens’ requests and communication towards them; enhanced internal communication between registry offices; improved allocation and use of human resources and other assets related to the demographic services; improvement of citizens’ satisfaction
US35 City Officer/Citizen Improved planning and execution of the extraordinary maintenance interventions Enhancement of the potentialities offered by the “SegnalaCI” platform, including a better management of citizens’ suggestions and reports; improvement of the quality of the municipal services and of the livability of the City; increased transparency, trustworthiness and accountability
US36 City Officer Visualize data (of suggestions and reports) from the citizens (sent through the SegnalaCI platform) via Interactive map/dashboard So i can better analyze the data
US37 City Officer Status of the citizens’ feedback (reports and/or suggestions) that have been addressed by the Municipality. So I can organize better and optimize the maintenance

Co-creation Workshops

First co-creation workshop by Comune di Genova

Discover how Comune di Genova organised its first co-creation workshop in December using the methodologies of design thinking and participatory design to validate the user stories identified for the different use cases of the pilot and generate new ones.

Second Co-Creation Workshop in the AI4PublicPolicy pilot in Genova

he second co-creation workshop that AI4PublicPolicy partner, Comune di Genova, in collaboration with APE Consulting, organised within the framework of the project’s pilot in Genova, Italy, focused on the ideation and creation of concepts based on the insights from the fist workshops. The workshop took palce at the Municipal offices in Corso Torino on 25 January 2022, from 15:00 to 17:15.

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