Citizens and businesses’ services optimisation

Genoa, Italy | Led by City of Genoa (CDG)


The Municipality of Genoa, as local authority, is the biggest city in the Liguria Region and the third city in the Northern Italy and it is the main Italian port. One of the main strategic goals of the municipality is to facilitate the relationship between the Public Administration and local actors (citizen, businesses). In the scope of this strategic target, the municipality has established a variety of electronic channels and ICT tools that are aimed at boosting the interactions between citizens’/businesses’ and the municipality. These channels and tools including the website of the municipality, as well as social media, which are increasingly used to facilitate citizens’ and businesses’ contacts with public bodies.

Pilot Scope

The pilot develops a policy development toolkit for the city of Genoa, which will enable the public authority to extract and experiment with evidence-based policies about how to optimally organise the operations of the various citizen-facing services and department of the municipality.

The pilot integrates various AI tools, including tools for analysing 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 organising the operations of the different departments of the municipality.

Use Cases

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.

Value Proposition

  • 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.


Danger of city areas, vulnerable people, predictive analysis, increased safety

Optimising the resources allocation and use for social and demographic services 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.

Value Proposition

  • Optimising the resources allocation and use for social and demographic/registry services
  • Improvement of services to citizens and analysis towards the improvement of interoperability


Social services, resources, optimisation, citizens’ satisfaction

More effective maintenance interventions by enhancing the “SegnalaCI” citizens’ suggestions/reports and policies visualisations


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 visualise 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.

Value Proposition

  • Improvement of the planning and execution of the extraordinary maintenance interventions, as well as the outcomes and value of SegnalaCI Platform


Report, suggestions, municipal offices

Genoa Pilot News & Activities

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