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
  • Identification and Benchmarking of new Buildings for hosting the electoral operations & provision of information for facilitating the  smooth access to such facilities: Use of ML/DL techniques to extract indications, provide recommendations and assessment on the identification of the new election facilities, taking into account several factors, such as official selection criteria, central government’s indications,  data about citizens’ and municipal offices’ requests/expectations, and citizens’ satisfaction feedback.
  • Optimising the Allocation and Use of Resources for Social and Demographic Services also via fostering the  interoperability between information systems:
  • 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.
  • More effective extraordinary maintenance  interventions by enhanceing 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.
User Stories
No. Type of user Goal Reason
#1 City Officer Gather recommendation for the identification of the most suitable new voting venues Replacement of schools facilities to avoid the interruption of school activities during electoral rounds; Improved functionality of the voting centers and rationalization of their current configuration; improvement of citizens’ satisfaction
#2 City Officer / Citizen Efficient information provision to citizens to make them fully aware of the changes introduced regarding voting venues Facilitation of the turnout by favouring an orderly and smooth access to voting venues in line with health safety requirements;  improvement of citizens’ satisfaction
#3 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
#4 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
#5 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
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.

No Comments

Sorry, the comment form is closed at this time.