Needs

The health emergency has also led the Public Administration to have to reorganize its activities, accelerating Digital Transformation processes in order to ensure the performance of services in maximum safety. The Municipality of Bari is the first in Italy to adopt a Virtual Solution capable of managing citizens’ requests, remotely.

Administrative offices are places of great community presence, whose turnout leads to a slowdown in the provision of services; for this reason, it was necessary to introduce a Virtual Desk, which allows citizens to access, from home, most of the municipal services.

Exprivia Solution

Thanks to the Virtual Desk, it is possible to manage bookings for municipal services remotely via the Internet in multi-channel mode, through remote voice and video calls (VoIP), virtual assistants or through the pages of the Municipality’s website. In addition, the ‘virtual queue‘ is organized automatically, with a mechanism capable of differentiating between services already booked and requests that arrive in real time. The Virtual Desk also allows citizens to exchange documents online with municipal operators through an audio/video system.

Soon the service will also be available via a dedicated app for Android and IoS devices.

In order to promote and support the development of a complete solution, which would allow municipalities to carry out their functions safely, Exprivia and QuestIT have implemented, thanks to Artificial Intelligence, a technology capable of providing, remotely, all assistance services to citizens, avoiding queues and gatherings. The solution is based on QuestIT’s Algho ecosystem which, thanks to the use of the cloud and Amazon Web Services (AWS) services, allows the creation of virtual assistants that can be perfectly integrated with the systems and processes of the entity involved.

Through access to the Municipality’s website it is, in fact, possible for the citizen to book the services he needs and ask for the support of an operator, in call or video call, thus creating an automated queue; the Virtual Desk also presents the possibility of interacting with a virtual assistant and exchanging the documents necessary for the requested service. The Virtual Desk is extremely customizable, thus allowing Municipalities to configure the individual counters responsible for a specific service and allowing you to track all scheduled appointments.

Results

The Virtual Desk, with its ease of use, allows municipalities to avoid disruptions even in the event of municipal employees being unable to go to the office, as happened during the Covid-19 pandemic. The solution guarantees greater efficiency of the work of operators and aims to offer quick and streamlined solutions to citizens’ requests.
The new solution available to the PA represents an important step forward for the Digital Transformation of the country with a view to the dematerialization of processes, speeding up operations and shortening distances with a strong focus on security.