Case History - Exprivia

City of Naples: Digital Transformation of Citizen Services with Salesforce

Miriam Monza — Mon, 06 Jul 2026 12:07:52 +0000

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.

L'articolo City of Naples: Digital Transformation of Citizen Services with Salesforce proviene da Exprivia.

Copernicus program, we go to space safely

Alessio Brasili — Sat, 25 Apr 2026 17:04:14 +0000

The European Space Agency (ESA) is an international organization established to coordinate space activities in Europe. Its space programs aim to explore Earth, the Solar System, and the Universe; develop satellite technologies; promote the European aerospace industry; and collaborate with space agencies in other countries.

Among its space programs, the Copernicus program is one of the most important, co-funded and managed by the European Commission in collaboration with ESA and other partners. It is an Earth observation initiative that provides accurate and comprehensive data and information on a global scale to monitor the environment and the safety of our planet. At the heart of the Copernicus program is its space component, consisting of the Sentinel satellite family, developed and operated by ESA. Each satellite in the Sentinel constellation is dedicated to a specific mission, ensuring comprehensive coverage and a constant flow of data.

ESA’s CyberSecurity Needs

While the data provided through the Copernicus programme is “free and open”, it remains extremely important to ensure the integrity and availability of information to support the services offered through the Copernicus Services, including Emergency and Security. Given its strategic nature, the programme must ensure its resilience to any cyber threats that could compromise its functionality and reliability.

In this context, within the Copernicus programme, a fundamental role is played by the Coordination Service, a central point for the management and monitoring of the performance of the services of the ESA Operations Framework (EOF) of the Copernicus Space Component (CSC): currently EOF-CSC consists of about 25 services with different purposes and functions such as Data Processing, Data Quality, Data Dissemination, Data Long Term Archiving, and other services necessary for the satellite data processing chain; the Coordination Service includes all the activities necessary to ensure the correct orchestration of operations between the multiple services by monitoring the overall performance of the associated operations.

Security objectives of the Coordination Service

At the end of 2024, Serco Italia was awarded a tender, as Prime Contractor, for the supply of services on the Coordination Service for a duration of 40 months for the end customer ESA, entrusting all CyberSecurity activities to Exprivia.

Specifically, starting from January 2025, Exprivia is dealing with:

Cybersecurity governance with definition of security processes and procedures;
Design of CyberSecurity architectures;
Security Monitoring of the Coordination Service infrastructure;
Support to the coordination in the management of security incidents of EOF-CSC;
Management and development of a Performance Dashboard capable of displaying security performance indicators for all EOF-CSC constituent services.

Collaboration between DFCY and DFDA

With the tender won, Exprivia’s Defense & Aerospace and Cybersecurity Digital Factories have begun a fruitful collaboration by combining their experience in the aerospace domain with their high Cybersecurity skills, respectively.

The team supporting the activities consists of at least 20 highly specialized professionals in various different areas including: Security Governance, Vulnerability Management, Data protection, Application Security, Network Security, Security Monitoring.

Advantages for the end customer

Security and resilience: Cybersecurity governance activities and architectural design will help create a more robust and secure operating environment. The European Space Agency will benefit from well-defined processes and procedures, reducing vulnerabilities and increasing the overall resilience of the Copernicus EOF Coordination Service systems.

Continuous monitoring: The monitoring of security events will allow a timely identification of suspicious activities. This constant monitoring, combined with coordination in incident management across all Copernicus EOF services, ensures a rapid and effective response to any threats, minimising potential damage and downtime.

Visibility and control: The Performance Dashboard provided by Exprivia will provide the European Space Agency with a clear and centralized view of the safety performance for all Copernicus EOF services. This analytical tool will allow the agency to monitor performance indicators, make informed decisions, and have greater control over the security posture. The ability to visualize and analyze this data is critical to proactive security management.

Dedicated security team: By entrusting the management of IT security to a dedicated team, ESA benefits from the support of high-profile specialists. This support guarantees the adoption of the most advanced skills in the sector, protecting the operations of the Coordination Service through expert and constant monitoring.

https://www.copernicus.eu/

L'articolo Copernicus program, we go to space safely proviene da Exprivia.

Urban Genius: the new integrated platform for the city of Bari

Alessio Brasili — Sat, 20 Dec 2025 08:36:50 +0000

Modern city management requires tools capable of integrating heterogeneous data from different sources into a single platform: mobility, environment, risks, infrastructure, quality of life. The Municipality of Bari, through the project “House of Emerging Technologies – Bari Open Innovation Hub (CTE BARI)”, has launched an innovation path oriented towards the digital transformation of the territory, with the aim of improving urban monitoring and supporting strategic decisions based on data.

In this context, TIM Urban Genius was born, the new integrated platform for the management of urban data, developed by TIM Enterprise and officially presented on 10 December 2025 at Porta Futuro Bari.

Needs

To make TIM Urban Genius a truly complete and advanced tool, it was necessary to:

integrate new methods of data acquisition, including those deriving from aerial monitoring using drones;
standardize information flows and standards already present in other municipal platforms;
ensure intuitive and centralized consultation of urban data, through a single interface for administrators, technicians and smart city operators.

Exprivia Solution

Exprivia, a historic partner for digital innovation in the city of Bari, has actively participated in the evolutionary development of the integrated platform, introducing three key elements.

1) Integration of monitoring data with drones

Exprivia has designed and developed new features dedicated to the acquisition, processing and visualization of data collected through drone flights, a strategic element for:

prevention and monitoring of fires;
control of the state of the infrastructures;
future integration of advanced IoT sensors on buildings and green areas.

These features allow you to combine video, images, and telemetry data with the platform’s other urban information.

The Urban Genius platform has also been integrated with the previous COP (City Operations Platform) system, developed by Exprivia for the Municipality of Bari. This technological continuity now allows the municipal administration to work from a single interface, with simpler, more consistent and centralized data management.

2) Strengthening the digital urban ecosystem

Thanks to the open structure of the platform, Exprivia has contributed to the definition of the components that allow universities, startups and companies to:

connect new systems;
develop vertical digital services;
use urban data through dedicated APIs.

A fundamental step towards a true ecosystem of city innovation.

Results

Thanks to the contribution of Exprivia, TIM Urban Genius today offers:

an integrated and up-to-date view of mobility, environment, weather forecasts and risks;
advanced maps based on satellite data (Sentinel), ARPA/ISPRA networks and video analysis;
ability to correlate traditional data and drone data in a single dashboard;
operational tools for Civil Protection, municipal administration, researchers and territorial stakeholders;
A platform open to future evolutions, scalable and based on open standard technologies.

Value for the city

With TIM Urban Genius, Bari is taking a significant step towards the data-driven city model, equipping itself with a modern, modular tool designed to support medium-long term urban strategies.

Exprivia, with its expertise in data management and the development of integrated digital solutions, has contributed to making the platform more complete, capable of accommodating new monitoring models and ready for the evolution of the smart city of the future.

L'articolo Urban Genius: the new integrated platform for the city of Bari proviene da Exprivia.

Exprivia & HCL AppScan: Reducing False Positives

Miriam Monza — Thu, 18 Dec 2025 15:06:28 +0000

Exprivia & HCL AppScan: Reducing False Positives and Improving Application Security Testing

APPSCAN: Exprivia & HCL AppScan: Reducing False Positives and Enhancing Application Security Testing

HCL AppScan enhances an organization’s security operations and provides:

Exceptional accuracy in detecting vulnerabilities
A minimal number of false positives thanks to an advanced reliability assessment system
Clear and practical problem-solving guidelines for development teams
Excellent support from highly qualified security specialists

By filtering out background noise and highlighting real threats, HCL AppScan enables Exprivia to focus on implementing essential security controls across its entire software deployment, whether in on-premises environments or external deployments.

The result: greater efficiency, greater reliability, and measurable improvements in cybersecurity outcomes.

Exprivia & HCL BigFix: Optimizing Patch Management and Compliance in Complex IT Environments

BIGFIX: Exprivia & HCL BigFix: Streamlining Patch Management and Compliance Across Complex IT Environments

BigFix helps you efficiently manage complex IT environments.

Unified console for managing diverse systems and operating platforms
Compliance Management for Multiple Standards and Custom Policies
Centralized Patch Management and Remediation Processes
Inventory form for assessing third-party risks and tracking software licenses

By leveraging HCL BigFix, the industry-leading solution for unified endpoint management, Exprivia improves operational efficiency, ensures compliance, and strengthens risk management in highly complex infrastructures, enabling teams to focus on strategic initiatives rather than manual processes.

From patches to compliance to endpoint security, HCL BigFix provides a single dashboard for managing all your endpoints.

L'articolo Exprivia & HCL AppScan: Reducing False Positives proviene da Exprivia.

Digitization of processes with SAP for Humanitas Group

Alessio Brasili — Tue, 16 Dec 2025 08:13:17 +0000

Needs

Humanitas needed a more efficient and integrated management of internal processes. Manual tasks and fragmentation of information systems made it difficult to optimize day-to-day operations, ensure uniformity across centers, and facilitate internal mobility of resources.

In particular, Humanitas wanted:

Digitize administrative, financial, and procurement processes.
Standardize workflows across centers.
Increase data traceability and security.
Improve employee experience and information sharing among staff.

Exprivia Solution

Exprivia implemented SAP S/4HANA on Google Cloud infrastructure, covering all functional areas of the Humanitas Group. The solution made it possible to:

Digitize manual processes and optimize daily operations.
Standardize systems, functions and procedures.
Standardize workflows and define group models.
Facilitate secure access to information and data, improving knowledge sharing.
Ensure confidentiality, data protection and system reliability.

Results

Thanks to the Exprivia solution, Humanitas has obtained:

Get up and running faster and easier thanks to process automation.
Uniformity and consistency between the centers already implemented and the company functions.
Improved internal mobility and collaboration between resources.
Greater data traceability and greater security in information management.
Improved employee experience, with integrated access to data and procedures.

“Exprivia has supported us in the digital transformation of our processes, allowing us to optimize internal activities and ensure uniformity and security in the Humanitas centers already underway”

Team Humanitas

L'articolo Digitization of processes with SAP for Humanitas Group proviene da Exprivia.

Digital Factoring: Banco BPM chooses the Exprivia solution

Alessio Brasili — Wed, 10 Dec 2025 07:38:36 +0000

Needs

Banco BPM, as part of a digital transformation and reorganization program of the Supply Chain Finance area, chooses Exprivia’s technological solution to strengthen its position in the Factoring market.

Exprivia Solution

Exprivia’s solution brings together the skills gained from over twenty years of specialisation in the field of Factoring (a form of short-term financing to support working capital that enhances supply chain relationships, containing risk for the bank and facilitating access to credit for SMEs) and declines them into a mix of functional components that support the entire life cycle of the service.

Particular attention is given to operational and credit risk monitoring, the efficiency of accounting activities and the management of the relationship with sellers and debtors, who have the opportunity to interact with the bank in a completely digital way.

Results

Exprivia’s Home Factoring portal hosts interactions with assignors and debtors already accredited, while at the same time providing the tools for launching promotional campaigns to clusters of potential new customers. Through the platform, in a few clicks, it is possible to manage the submission of requests, contracts and the progress of operations, reducing costs and time.

The collaboration between Banco BPM and Exprivia includes an initial phase of integration of the solution with the bank’s IT systems and a three-year agreement for the subsequent running phase.

L'articolo Digital Factoring: Banco BPM chooses the Exprivia solution proviene da Exprivia.

Advanced management of Cisco NSO AMS services for Open Fiber

Alessio Brasili — Thu, 20 Nov 2025 15:35:50 +0000

Needs

Open Fiber uses Cisco NSO as a strategic platform for orchestrating and automating network services.

The complexity of the application ecosystem — which includes several integrated modules, including NSOSRI, Inventory, Provisioning Systems and other external components — requires accurate and continuous management of operational activities.

In this context, Open Fiber needed to rely on a qualified technological partner capable of guaranteeing an Application Management service capable of ensuring:

business continuity and stability of the system;
quality of service and constant monitoring of the platforms;
timely interventions for the resolution of anomalies and the optimization of processes.

The objective was twofold: on the one hand, to minimize disruptions in the production environment; on the other hand, to maintain proactive and integrated control over the entire application life cycle of NSO and associated modules, through analysis, troubleshooting, monitoring activities, without impacting the services provided.

Exprivia Solution

Exprivia took charge of the Service in 2024 by providing a dedicated team of highly specialized Application Management Services (AMS) on Cisco NSO, structured to manage the following activities in an integrated way:

Analysis and resolution of application faults through system logs, DB queries and network transactional analysis.
Proactive monitoring and management of failed orders and batch/online transactions.
Configurations and data remediation on CDB and NSOSRI.
Support to Open Fiber’s technical functions (Technical Support, Engineering, Delivery) for functional and operational alignment.
Complete management of AMS tickets, both reactive and proactive, through the Open Fiber ticketing system.

The AMS model implemented by Exprivia for Open Fiber represents a concrete example of proactive and value-oriented management in the field of network automation services. Thanks to its expertise in Cisco NSO and its ability to integrate processes, technology and people, Exprivia continues to support Open Fiber on its path towards an increasingly intelligent, resilient and automated network.

Results

The AMS Exprivia service has made it possible to increase efficiency in the management of NSO’s application life cycle, improve the stability and reliability of the system, reduce the average time to resolve anomalies and optimize collaboration between operational teams. Thanks to constant coordination and the ITIL-based approach, continuity of service was guaranteed even during night releases and weekends.

L'articolo Advanced management of Cisco NSO AMS services for Open Fiber proviene da Exprivia.

Artificial intelligence to support sustainable district heating

Alessio Brasili — Wed, 08 Oct 2025 11:09:36 +0000

Needs

The customer needs to equip himself with an advanced system capable not only of detecting operating anomalies and leaks of one of his district heating networks, but also of foreseeing future problems. This can be done through analysis of the thermographs that are acquired annually with aerial flyovers and integrate them with other features/data sources in an anomaly detection and predictive analysis tool. The goal is to understand the evolution of the network and its anomalies over time, so as to intelligently plan maintenance interventions and contain waste.

Exprivia Solution

Exprivia is accompanying the partner in the industrialization of a digital platform based on artificial intelligence models (deep learning) for anomaly detection.
Through the collection and mosaic of thermal images of annual flyovers, the system builds a progressive dataset in which anomalies are compared with leak cases verified in the field. Neural networks thus learn to distinguish what is physiological or disturbing elements from what constitutes a significant anomaly.
The result is an intelligent map, capable of sorting and prioritising anomalies according to criteria of severity, extent and potential impact: a useful strategic decision-making tool for the multi-utility. In addition, diachronic monitoring allows you to observe how anomalies evolve, transforming a traditionally reactive approach into a predictive and proactive model.

Results

The platform will make it possible to identify critical points in the network potentially exposed to anomalies or failures in advance and to optimize the planning of interventions, with a positive impact on the economic and environmental level. The multi-utility can thus contain energy losses and improve the overall efficiency of the grid, strengthening its role as a key player in the energy transition of the areas served.

L'articolo Artificial intelligence to support sustainable district heating proviene da Exprivia.

VISION: the new Visualization Client for the DestinE Platform

Alessio Brasili — Thu, 10 Apr 2025 06:54:13 +0000

Needs

How do you transform complex climate and environmental data into intuitive, interactive visual experiences that support informed decisions in strategic areas such as energy, the environment, and urban planning?

Exprivia Solution

Vision is the innovative application developed by Exprivia as part of the DestinE (Destination Earth) platform, designed to revolutionize the way users interact with the Earth’s Digital Twins.

Designed as an advanced visualization client, Vision allows you to explore and analyze complex data sets through 2D, 3D, and 4D representations. The app is able to create customized visual narratives, making it easier to interpret weather and environmental phenomena.

Results

Advanced 3D rendering for immersive visualization of geospatial data.
On-demand access to digital twin data, satellite datasets, and in-situ measurements.
Cross-platform compatibility: Available on PC, Mac, and Virtual Reality (VR) and Augmented Reality (AR) devices.
Interface designed to make data understandable to a wide audience, not just experts in the field.
Support for different analytical needs, enabling a wide range of applications, from teaching to operational planning.

What happens when data becomes a story

With Vision, Exprivia has made possible a new user experience, where complex climate and environmental data become dynamic, understandable and engaging visual stories. This contributes not only to increased environmental awareness, but also to a more effective use of data in resource management, civil protection and climate adaptation strategies.

Access the portal dedicated to the presentation of Vision

L'articolo VISION: the new Visualization Client for the DestinE Platform proviene da Exprivia.

Digital Transformation with SAP for Casillo Group

Alessio Brasili — Wed, 05 Mar 2025 09:45:04 +0000

Needs

With a diversified activity ranging from grain trade to logistics and renewable energy production, Gruppo Casillo had the goal of:

Improve and streamline business processes
Facilitate communication between different business areas
Reduce repetitive and low-value-added tasks
Ensure more intuitive access to information
Preparing for future digital evolutions

Exprivia Solution

Exprivia has accompanied Gruppo Casillo in the transition to SAP S/4HANA with an approach designed to minimize the impact on operations and ensure continuity.

The project, completed in 8 months and with the involvement of about 500 users, has led to the simplification of processes and a faster and more effective management of business activities.

Results

Gruppo Casillo’s choice to adopt SAP S/4HANA Cloud Private Edition – RISE with SAP in its path towards innovation has made it possible to optimize daily work, improve business management and respond more quickly to market challenges.

Thanks to the collaboration with Exprivia, Gruppo Casillo has obtained:

Smoother, more interconnected processes
Faster strategic decisions thanks to up-to-date information
A more intuitive and accessible system, which simplifies daily work
A solid foundation for innovation and future growth

“Migrating to SAP S/4HANA is a strategic step in making our business more agile and innovative.” Salvatore Gatto, CIO Casillo Group

A success in the agri-food sector

The “Move to S4” project is the demonstration of how technology can become an engine of growth and competitiveness.
Exprivia is proud to have supported Gruppo Casillo in this journey, contributing to a change that marks an important step in innovation in the agri-food sector.

L'articolo Digital Transformation with SAP for Casillo Group proviene da Exprivia.