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

The European Space Agency (ESA) is an international organization created 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; it is 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

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

In this context, within the Copernicus program, the Coordination Service plays a key role as a central hub for managing and monitoring the performance of the services within the ESA Operations Framework (EOF) of the Copernicus Space Component (CSC): Currently, EOF-CSC consists of approximately 25 services with various 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 encompasses all activities necessary to ensure the proper orchestration of operations among the various services by monitoring the overall performance of the associated operations.

Security Objectives of the Coordination Service

Toward the end of 2024, Serco Italia was awarded a contract, as the prime contractor, to provide services for the Coordination Service for a period of 40 months for the end client, ESA, entrusting all cybersecurity activities to Exprivia.

Specifically, starting in January 2025, Exprivia has been handling:

• Cybersecurity Governance, including the definition of security processes and procedures;
• Cybersecurity Architecture Design;
• Security monitoring of the Coordination Service’s infrastructure;
• Support for the coordination of EOF-CSC security incident management;
• Management and development of a performance dashboard capable of displaying security performance metrics for all services that make up EOF-CSC.

Collaboration Between DFCY and DFDA