The City of Naples has launched an ambitious digital transformation initiative, with the goal of modernizing access to municipal services and making its internal organizational structure more efficient.
Requirements of the City of Naples
To offer citizens new digital features while ensuring greater speed and flexibility in managing requests. What was needed was a Smart URP capable of handling requests from multiple channels—forms on the institutional website, email, cases entered manually by staff—through a single centralized platform capable of automatically routing cases, managing dedicated queues, personalized notifications, and institutional templates, all in compliance with current regulations on document registration and retention.
The Solution
Balance, an Exprivia Group company specializing in digital CRM solutions, contributed its expertise in delivering Salesforce solutions for the public sector to the implementation of an advanced platform that integrates the main modules of the Salesforce ecosystem with the municipality’s back-end systems:
- Service Cloud and Experience Cloud for Request Management and the Citizen Portal
- MuleSoft for integration with municipal systems, including SSO access via Active Directory
- Tableau Analytics for Data Monitoring and Analysis
- Agentforce, Salesforce’s virtual agent powered by generative artificial intelligence, trained on information from the corporate website
- Scheduler for Automated Appointment Booking
Thanks to authentication via SPID, the Electronic ID Card (CIE), or the Health Card/National Services Card (CNS), citizens can now access a personal account where they can submit reports with photo attachments, view their applications, make payments via PagoPA (administrative fees, search fees), book appointments, access official documents, and register associations and private institutions.
On the domestic front, municipal staff are now working on a single centralized platform, with cases automatically routed based on workload and automated management of document registration and archiving.
Artificial Intelligence at the Service of Citizens
A key feature of the project is the integration of Agentforce, which can independently handle the most common requests: answers to FAQs, instructions on how to file requests and schedule appointments, and information on events and forms.
Key Achievements
- Management of citizen records using an online URP data model, integrated with the SPID, CIE, and National Health Card authentication systems
- Citizen Portal (Customer Community) accessible via SPID/CIE, compliant with AGID Guidelines — PNRR measures 1.4.1 and 1.2
- Configuration of the Agentforce virtual agent, trained on information from the official website
- Integrations with the systems of major municipal services via MuleSoft, including SSO access via Active Directory
- Integration with PagoPA for payment management
- Automated Appointment Scheduling via Scheduler
The Role of Balance
Balance has supported the City of Naples throughout the entire implementation process and is now responsible for maintaining and monitoring the platform, ensuring operational continuity and the solution’s ongoing evolution.
Project Items
This project represents a key step in the strategic process of modernizing civic services that this Administration is pursuing with determination. Equipping the URP and our departments with state-of-the-art technological tools means breaking down the barriers between the public administration and citizens, making the City more accessible, efficient, and attuned to the daily needs of the Neapolitan community.
Valerio Di Pietro, Councilor for Digital Transition and Smart City, City of Naples
The Agentforce virtual agent answers citizens’ questions based on the information available on the official website. The introduction of Artificial Intelligence makes this a challenging and cutting-edge project, enabling the autonomous handling of the most frequent requests and making the municipal organizational structure faster and more flexible.
Pasquale De Lucia, CEO of Balance, Exprivia Group
Advantages for the end customer
Thanks to this initiative, the City of Naples reaffirms its position at the forefront of adopting digital solutions for public administration, focusing on transparency, efficiency, and putting citizens first, and serving as a model for the digital transformation of Italian local governments.
