The Digitization Process in the Italian Public Administration: Future Challenges

Abstract

The rapid adoption of information technology (I.T.) in the Italian Public Administration, catalyzed by the COVID-19 pandemic and supported by substantial European Union funding under the National Recovery and Resilience Plan (Next Generation E.U.), has become a transformative force. This chapter serves a dual purpose; it provides a concise overview of the current state of digitization within the Italian Public Administration, with a particular focus on sectors, such as healthcare. Simultaneously, it elucidates the critical challenges that must be addressed for the widespread integration of I.T. tools in the public administration and its user base. Undoubtedly, the digital transformation of the public administration heralds a watershed moment, promising to enhance efficiency and streamline administrative processes in Italy, especially considering the nation’s distinctive territorial, demographic, and socioeconomic characteristics.

1. Introduction

The COVID-19 pandemic unleashed unprecedented challenges on countries worldwide, causing profound disruptions in public health, economic stability, and societal well-being.

Italy, as one of the earliest and hardest-hit European nations, found itself thrust into a paradigm shift as the crisis propelled the rapid adoption and diffusion of digital technologies within its public administration. In the face of lockdowns, mobility restrictions, and the imperative of social distancing, information technology emerged as an indispensable lifeline, sustaining governance and the delivery of public services.

Recognizing the urgency, the Italian government swiftly understood that the comprehensive digitization of public sector processes and citizen interactions was imperative to ensure resilience and uninterrupted service provision during the pandemic. Consequently, longstanding modernization initiatives were accelerated, and innovative solutions were deployed in an emergency fashion.

As the Italian Minister for Technological Innovation and Digital Transition aptly noted, “The COVID-19 crisis and European recovery funding have created a pivotal moment for digitization in Italy.” Italy seized a unique opportunity to expedite digital transformation on an unprecedented scale. The government’s goal [1], articulated in the 2025 Strategic Plan [2], is to deliver more efficient, accessible, and high-quality services to citizens and businesses.

The rapid digital transformation was made possible, in part, by the timely availability of substantial financial resources from the European Union’s groundbreaking €750 billion Next Generation EU recovery program. Italy received the largest allocation among member states, totaling €191.5 billion in grants and loans. These funds are channeled through the ambitious National Recovery and Resilience Plan (NRRP), which earmarks over €40 billion for dedicated digitalization projects across the Italian public sector.

This substantial backing provides Italy with an unprecedented opportunity to implement profound and enduring enhancements in how the state serves its citizens and businesses through technology. The success of these endeavors not only shapes Italy’s response to the ongoing crisis but also its competitive edge, governance efficiency, and the well-being of its populace for years to come.

2. Background on digitization in the Italian public sector

Italy’s journey toward digital transformation within its public administration has spanned over the course of a decade. This transformational endeavor [3] began with a fundamental shift — transitioning from archaic analog processes to a digital-centric approach that would reshape how government functions.

As Italy embarked on this path, the early focus was primarily on establishing the building blocks of a digital ecosystem that would pave the way for future innovations.

The initiation of this transformative journey was marked by the launch of the Digital Italy Strategy 2014–2020 in 2012 [4]. This ambitious and far-reaching national strategy was a pivotal moment for Italy, acknowledging its comparative lag behind international peers in the adoption of digital technologies across various sectors. The strategy sought to bridge this gap by channeling substantial investments, exceeding €10 billion, into bolstering digital skills, upgrading infrastructure, enhancing public services, and fostering broader economic growth.

Under the Digital Italy Strategy, several key initiatives were set into motion, each contributing to Italy’s evolving digital landscape:

1. National Broadband Plan: A strategic allocation of €2.2 billion aimed at significantly extending fiber and wireless broadband connectivity to previously underserved areas of Italy. The overarching goal was to ensure that every citizen had access to internet speeds exceeding 30 Mbps by 2020. This substantial investment laid the foundation for the adoption of digital public services, particularly in rural communities.

2. Public connectivity system: This innovative program gave rise to a secure, shared digital infrastructure that facilitated seamless interactions between centralized public entities and Italy’s highly decentralized regional and local administrative systems. This comprehensive infrastructure included networks, data centers, interoperability layers, and robust cybersecurity tools.

3. Electronic identity card: Italy gradually introduced a national smart card ID, equipped with encrypted chips featuring digital security credentials and qualified electronic signatures. This groundbreaking development allowed citizens to securely access and conduct legally binding transactions online, heralding a new era of citizen-government interactions.

4. Centralized procurement: Recognizing the need for consolidation, the Italian government established Consip as a single centralized entity responsible for procuring IT equipment and services across the public sector. This strategic move aimed to reduce duplication and enhance cost efficiency.

5. Digital schools: A dedicated budget of over €1 billion was set aside to facilitate the acquisition of digital equipment, enhance broadband connectivity, and provide essential training to teachers in K-12 schools throughout Italy. These investments laid the groundwork for the broader adoption of e-learning and the infusion of technology into education.

The implementation of the Digital Italy Strategy achieved significant milestones. By 2020, over 85% of Italian households had subscribed to broadband services that met or exceeded the 30 Mbps target. The National Public Connectivity System effectively connected nearly 32,000 government offices, streamlining inter-agency interactions. However, despite these accomplishments, the utilization of online public services remained relatively low, and the overall level of digital maturity in Italy still had room for growth. Many digitization projects were executed in isolation, leading to limited interoperability between systems. Consequently, Italy was ranked 25th out of 28 member states for digital public services by the European Commission, highlighting the need for further progress.

Acknowledging the necessity for innovation and improved coordination, the Italian government introduced the three-year plan for ICT in public administration in 2015 [5], with a budget of €1.3 billion. This comprehensive strategy was designed to catalyze digital transformation by addressing several key facets:

1. Migrating legacy systems to cloud platforms: This pivotal move aimed to enhance scalability, resilience, and operational efficiency by transitioning critical systems and data to cloud-based solutions.

2. Developing enterprise-wide enabling platforms: The strategy included the creation of essential platforms, such as the SPID national digital ID and pagoPA centralized payments system. These initiatives aimed to reduce fragmentation and streamline essential digital services.

3. Building open APIs and interoperability layers: These were instrumental in enabling seamless integration and data exchange between diverse administrative entities.

4. Enhancing cybersecurity capabilities: As digital threats evolved, so did Italy’s defense mechanisms. This aspect of the strategy involved the development of new infrastructure, systems, and extensive training to counteract emerging threats effectively.

5. Supporting emerging technologies: Pilot projects and the adoption of emerging technologies, such as artificial intelligence, blockchain, advanced analytics, and the Internet of Things, were central to the strategy, aimed at improving services and operations.

6. Promoting centralized sharing and reuse of resources: The plan encouraged government bodies to collaborate and share applications, software components, and digital resources, avoiding unnecessary duplication and costs.

7. Introducing digital skills training and chief digital officers: These initiatives focused on building organizational capabilities and enhancing the government’s digital readiness.

This comprehensive strategy signified a shift in Italy’s approach [6] to digitization. It emphasized the importance of enterprise-wide ecosystems and shared platforms instead of siloed systems. The transition to centralized cloud adoption aimed to minimize infrastructure duplication and ensure efficiency. Notably, the strategy recognized that digitizing back-office functions was essential for achieving profound transformation in the cost and delivery of public services. The introduction of the code of digital administration (CAD) in 2005 [7] was a significant milestone in the digital transformation of the Italian public administration. This decree sought to consolidate and organize Italy’s existing digital assets under a unified framework. It mandated technical and data interoperability standards, common security requirements, open government data publication, and accessibility for persons with disabilities. Importantly, it marked the formal definition of citizens’ digital rights in their interactions with the state, a critical step toward streamlining Italy’s fragmented digital policy landscape.

In 2018, Italy enacted Legislative Decree 82/2005 [8], known as the code of digital administration. This significant legislation aimed to further consolidate and organize Italy’s existing digital assets under a unified framework. It mandated technical and data interoperability standards, common security requirements, open government data publication, and accessibility for persons with disabilities. The code also formally defined citizens’ digital rights in their relations with the state for the first time.

Fast forward to 2022, and the recently published digital economy and society index (DESI) sheds light on Italy’s digital progress. In terms of the overall ranking, Finland, Denmark, the Netherlands, and Sweden have the most advanced digital economies in the EU, followed by Ireland, Malta, and Spain. Romania, Bulgaria, and Greece have the lowest DESI scores. Notably, the data indicates that Italy, along with Poland and Greece, made significant progress over the last 5 years in various digital domains.

The digital economy and society index (DESI) [9] is an annual report published by the European Commission that assesses the digital development of EU Member States. It measures progress in four key policy areas: human capital, connectivity, integration of digital technology, and digital public services. Key findings of DESI 2022 (see Figure 1):

Figure 1.

DESI (digital economy society index) 2022 – Ranking of Italy in terms of human capital, connectivity, integration of digital technology, and digital public services. Source: DESI country profile 2022. European Commission – Shaping Europe’s Digital Future – Italy in the Digital Economy and Society Index. Available online at: https://digital-strategy.ec.europa.eu/en/policies/desi-italy.

2.1 Digital skills

Only 54% of people in the EU have at least basic digital skills.

A total of 87% of people use the internet at least once a week.

The path to the digital decade target for 2030 is that at least 80% of citizens have basic digital skills.

2.2 Connectivity

The EU has full coverage of basic broadband infrastructure.

A total of 70% of households can benefit from very high-capacity networks (gigabit speeds), up from 60% the previous year.

50% of households are covered by fiber networks.

5G coverage of populated areas grew significantly in 2021.

The 2030 target is to have all fixed locations covered by a gigabit network and all populated areas covered by next generation wireless high-speed networks.

2.3 Integration of digital technologies

Only 55% of SMEs have at least basic digital skills with variations across member states.

By 2030, at least 90% of SMEs in the EU should have basic digital intensity.

Basic digital intensity means using at least 4 of 12 selected digital technologies.

While cloud computing reached 34% of EU enterprises in 2021, the use of AI and big data analytics remains limited.

2.4 Digital public services

Digital public services for citizens scored 75 out of 100, while it scored 82 out of 100 for businesses.

Estonia, Denmark, Finland, and Malta have the highest scores, while Romania and Greece have the lowest.

The 2030 target is for all key public services for citizens and businesses to be fully online.

These findings highlight both progress and challenges in the digital transformation of EU Member States. Italy, Poland, and Greece made significant progress over the last 5 years. However, there are gaps in digital skills, connectivity, and the adoption of digital technologies [10] that need to be addressed to meet the 2030 targets set by the path to the digital decade.

The DESI data is based on indicators collected from Eurostat, the statistical office of the European Union, as well as data from studies prepared for the commission.

The Recovery and Resilience Plans of EU Member States, committing at least 20% of their funds to digital transformation, are expected to have a major impact on closing the gap. The governance framework under the digital decade policy program will track progress toward the 2030 targets [11], with member states submitting national strategic roadmaps outlining their trajectories and actions. Multicountry projects, with investments from EU funding resources and other entities, will further support these efforts [12].

More recently, Italy has set its sights on a future guided by the 2025 Strategic Plan for technological innovation and digitalization [13], unveiled in 2021. This forward-looking plan harnesses the momentum generated by the COVID-19 crisis and the substantial resources made available through the European Next Generation EU investments [14]. The plan aspires to significantly expedite digitization initiatives, focusing on areas such as data sharing, national interoperable platforms for health and justice, cloud adoption, digital identity, upskilling, and the provision of customer-centric public services. The plan places a strong emphasis on inclusion, pledging to enhance digital access and skills for traditionally underserved groups.

As a result of these efforts, Italy has made substantial progress in establishing the digital foundations required for a modern public administration. Despite the challenges stemming from a fragmented governance structure, the nation now stands at a juncture of rapid advancement.

The COVID-19 crisis, in conjunction with European recovery funding, particularly the Italian Recovery and Resilience Plan (RRP) [15] allocating €48 billion to the digital transition, has provided further impetus to capitalize on the digital momentum already achieved. The keys to success in this next phase of Italy’s digitization journey lie in sustained leadership commitment, the promotion of public-private collaboration, and the active engagement of all stakeholders in the design and implementation of digital solutions.

“At the local level, administrators such as the Mayor of Milan, have spearheaded digitization initiatives in their regions, albeit facing common challenges. ‘While cities, such as, Milan have made real progress with e-government services, uptake often remains low due to barriers, such as low digital skills among certain groups that we must prioritize addressing, ʼ the Mayor commented.”

“Surveys conducted by the National Statistics Institute, ISTAT, reveal varied views among citizens regarding the digitization of public services. While 83% of Italians believe investing in digital technologies should be a priority for the national recovery plan, only 57% express satisfaction with current online service delivery. ‘The government portal is confusing to navigate. I tried applying for a permit online but ended up having to go to the office in person,’ lamented a small business owner in Rome.”

3. Current state of digitization: the example of healthcare

Italy’s National Health Service, Servizio Sanitario Nazionale (SSN), provides a useful case study for examining the impacts of digitization efforts across a major sector of the public administration. As a large, decentralized system responsible for delivering healthcare to all citizens, the SSN encapsulates both the challenges and opportunities of digital transformation in Italy.

When COVID-19 struck, digital technologies implemented prior to the pandemic enabled the SSN to rapidly adapt and continue serving patients even with severe mobility restrictions. However, gaps and fragmentation in adoption of more advanced technologies remain, suggesting there is still significant room for further digitization and integration.

Digitalization of healthcare in Italy continues to lag leading European countries. In the 2022 DESI index [16], Italy ranked twentieth out of 27 countries for digital public services.

• According to recent analyses, adoption of digital health technologies by Italy’s National Health Service (SSN) is gradually increasing but remains inconsistent across regions.

• Telemedicine services expanded during the pandemic, with over 15 million remote consultations delivered in 2021, up from 1 million in 2020. New 2022 guidelines aim to further boost telehealth.

• A national digital health platform is being built to enable data sharing between regions, with rollout expected by the end of 2023. This aims to improve analytics capabilities.

• The 2022 budget allocated €1 billion to boost cybersecurity, interoperability, telehealth, and digital skills across healthcare. Additional PNRR funds target digital investments.

• New partnerships are emerging between public health authorities and tech companies to co-develop solutions leveraging AI/big data analytics.

• However, variability in digital maturity across regions persists. Fully leveraging technology to improve citizen experience and system efficiency remains a work in progress.

In summary, Italy is making gradual progress on healthcare digitization but still requires a coordinated national strategy, sustained investments, public-private collaboration, and cultural change to achieve digitization levels of EU leaders. The pandemic accelerated adoption of digital health, but focused efforts are essential to maintain momentum.

Over the past decade, Italy has succeeded in establishing some foundational digital capabilities in healthcare, while lagging international peers in scaling more innovative solutions. All regions now have electronic health record (EHR) systems, known locally as Fascicolo Sanitario Elettronico (FSE) [17], to create and share digital patient health histories between providers. Citizens can view their records via regional web portals or mobile apps. Widespread EHR availability represents a major first step in digitizing clinical information flows for improved care coordination, continuity, and transparency. However, as of late 2021, only about 15 million Italians were actively using their FSEs, representing just one-quarter of the population — one of the lowest adoption rates in Europe.

Regional and national online health portals also now allow citizens to access a range of basic services virtually 24/7, including booking appointments, obtaining prescription renewals, receiving test results, and exchanging messages with providers. Usage of these portals expanded during the pandemic as in-person visits were restricted, enabling care continuity. Citizens could also access their COVID-19 health passes [18] through the portals during the health emergency. However, the patient experience on these portals is often suboptimal. Websites can still be cumbersome to navigate overwhelmed by too much information. A major upgrade to the national health portal is currently underway focused on improving usability.

Adoption of mobile health apps is also gradually growing , with the Ministry of Health having approved 69 apps created by public and private entities that allow access to services, such as e-prescriptions. However, variability in the quality and reliability of apps has prevented large-scale usage so far. Tighter regulation of health apps is being considered to provide citizens with greater confidence.

Use of telemedicine services [19, 20], such as video consultations and remote patient monitoring, also expanded significantly during COVID-19 lockdowns when virtual care became a necessity. The national telehealth registry recorded over 1 million remote services provided from March to December 2020, compared to just 14,000 in all of 2019. However, telemedicine usage still remains well below its potential in Italy. Barriers include lack of equipment and physician training, difficulties integrating with EHR systems, and no payment parity with in-person visits. Targeted investments in technology, change management, and incentives are needed to sustain telehealth momentum.

On the clinical data analytics front, Italy has made some progress in aggregation to enable coordinated pandemic response. The COVID-19 National Surveillance System integrates and analyzes data on cases, treatments, and outcomes from regional laboratory, hospital, and vaccine systems. The Ministry of Health’s NSIS National Statistics System also compiles broader health data across regions to shape policies, though often with long lags. However, full interoperability between regional EHR and administrative systems has not yet been achieved, constraining real-time data use for decision-making.

According to the European Commission’s 2021 Digital Economy and Society Index, Italy [21] still ranks relatively low among Western European nations for adoption of digital technologies in healthcare. To some extent, the decentralized nature of Italy’s SSN has inhibited “enterprise” digitization as regions have autonomy. Additional national coordination and investments are required to mature digital health capabilities to the level seen in Northern Europe. Key priorities include:

• Expanding broadband connectivity to rural facilities [22] to enable digital use cases

• Increasing interoperability between regional EHR systems [23] to achieve a nationwide integrated health record

• Developing a comprehensive national EHR portal [24, 25] for seamless patient access

• Building a health data analytics platform [26] for timely insights

• Launching a telemedicine incentive program [27] on par with other EU states

• Enhancing cybersecurity across decentralized regional systems [28]

• Providing comprehensive digital skills training for health administrators [29] and care providers

The SSN has made steady incremental progress in healthcare digitization over the past decade through “first generation” initiatives, such as national FSE and EHR adoption. These efforts establish a digitized care delivery foundation. However, the COVID-19 pandemic also exposed the gaps that remain in fully leveraging technology for service excellence, particularly when compared internationally. The crisis provides key lessons to guide strategy and investment going forward to ensure Italian healthcare utilizes the full potential of digitization.

This will require national commitment to more coordinated enterprise-wide approaches across regions, increased funding, agile public-private partnerships, and a culture embracing technology-enabled innovation in care models. Digitizing healthcare remains a journey. While Italy’s system entered the pandemic with some digital advantages that proved beneficial, recovery efforts and Next Generation EU investments provide an opportunity to accelerate transformation toward the healthcare ecosystem of the future. With concerted strategy and leadership, a world-class digital SSN can soon become reality.

Italy’s National Health Service (SSN) is making gradual progress on digitization but still requires a coordinated national strategy, sustained investments, public-private collaboration, and cultural change to achieve digitization levels of EU leaders. The pandemic accelerated adoption of digital health, but focused efforts are essential to maintain momentum.

Electronic health records (EHRs) are now available in all regions, but adoption rates still lag in Northern Europe. By 2023, over 30 million Italians had activated their EHRs, up from 15 million in 2021, aided by incentives.

Usage of regional and national online health portals is increasing, but the patient experience on these portals is often suboptimal. A major upgrade to the national health portal is currently underway focused on improving usability.

Adoption of mobile health apps [30] is also gradually growing, with over 69 apps approved by the Ministry of Health. However, variability in the quality and reliability of apps has prevented large-scale usage so far.

Telemedicine services [31] expanded significantly during the pandemic, but usage still remains well below its potential in Italy. Barriers include lack of equipment and physician training, difficulties integrating with EHR systems, and no payment parity with in-person visits.

On the clinical data analytics [32] front, Italy has made some progress in aggregation to enable coordinated pandemic response. However, full interoperability between regional EHR and administrative systems has not yet been achieved, constraining real-time data use for decision-making.

New developments in 2023:

• The Italian government has launched a new €1 billion program to boost cybersecurity, interoperability, telehealth, and digital skills across healthcare.

• A national digital health platform is being built to enable data sharing between regions, with rollout expected by the end of 2023. This aims to improve analytics capabilities.

• New partnerships are emerging between public health authorities and tech companies to co-develop solutions leveraging AI/big data analytics.

Variability in digital maturity across regions persists. Fully leveraging technology to improve citizen experience and system efficiency remains a work in progress.

Italy is making gradual progress on healthcare digitization [33], but the pandemic has exposed the gaps that remain in fully leveraging technology for service excellence. Recovery efforts and Next Generation EU investments provide an opportunity to accelerate transformation toward the healthcare ecosystem of the future.

4. Key challenges and priorities for the future

Italy has made significant strides in digitizing its public sector in recent years. However, to unlock the full potential of technology in government, addressing several pressing systemic and cultural challenges is essential [34].

A coordinated national strategy is needed, focusing on critical areas such as digital skills development, infrastructure upgrades, cybersecurity, the adoption of emerging technologies, reengineering bureaucratic processes, and optimizing governance.

Progress across these interconnected pillars will empower Italy to create a more digitally driven, integrated, and citizen-centric public administration capable of delivering improved economic, social, and environmental outcomes through the strategic use of technology.

One pivotal challenge demanding dedicated attention is enhancing the digital literacy and readiness of the Italian population. Current surveys from Eurostat and other reputable organizations indicate that Italian citizens lag behind their counterparts in other major European economies in various digital skills [35]. For instance, just 42% of Italians have at least basic or above basic digital skills, compared to the 58% EU average (see Figure 2). Furthermore, Italy demonstrates lower cultural readiness for online interactions, reflecting a distrust of sharing data digitally.

Figure 2.

Percentage of individuals in Italy with basic or above basic digital skills, with respect to EU and to the other 27 EU countries (from 2020). It emphasizes digital literacy gaps. Data source: Eurostat – Digitalization in Europe – 2023 Edition. Available on line at: https://ec.europa.eu/eurostat/web/interactive-publications/digitalisation-2023.

To enable citizens to access and fully utilize new online public services and exercise their digital rights, comprehensive programs are required. This should encompass extensive training initiatives, public awareness campaigns, educational efforts tailored to women and older demographic groups, and grassroots digital community mentoring. Inclusion is a critical focus to reach underserved segments such as low-income households, immigrants, rural populations, and individuals with disabilities through targeted outreach efforts.

Another paramount priority is overcoming fragmentation. Italy’s governance structure is highly decentralized across multiple levels and agencies, complicating the integration of digital systems both horizontally and vertically. This fragmentation leads to uncoordinated, duplicative digitization initiatives and systems, hindering interoperability and the seamless delivery of services across government programs and levels.

While regional flexibility is valuable, greater coordination at the national level is necessary regarding digital standards, platforms, and architectures aligned with common needs. This approach promotes cost-effective reuse and avoids redundant expenses that do not benefit end users. Shared digital infrastructure, APIs, and service components can significantly enhance consistency for citizens while enhancing efficiency. Striking the right balance between central direction and regional implementation autonomy is crucial.

Improving broadband connectivity and access remains a high priority, especially in rural areas. Italy still lags behind other European nations in the adoption of high-speed fixed and mobile internet [36], a concern that was particularly evident during the COVID-19 crisis. Universal, affordable broadband is now an essential utility for accessing digital public services, enabling remote work and education. To bridge the digital divide, targeted national and EU investments in expanding fiber, 5G, and public WiFi are imperative.

As digitization accelerates, so does the scale and sophistication of cybersecurity threats. Italy needs to advance its national cyber strategy, covering prevention, detection, response, and recovery. This necessitates increased investments in security infrastructure, processes, and the cultivation of specialized professional skills. Strengthening security requirements for vendors and service providers and fostering public-private collaboration is also imperative to align policies and share threat intelligence effectively.

Emerging technologies, such as artificial intelligence, distributed ledgers, augmented reality, and the Internet of Things, offer transformative potential in public sector service delivery, but most agencies lack implementation expertise. Italy should allocate funding for pilot projects focused on high-impact use cases to build knowledge. A digital assessment office can evaluate solutions suited to various priority needs and contexts. Strategic research partnerships with vendors and academic institutions should provide cutting-edge capabilities to government innovators.

Digitization provides an opportunity to fundamentally reconsider how public sector processes and policies are designed. Rather than merely digitizing manual workflows, bureaucratic procedures should be reengineered to optimize the end-user experience before automation. Adopting user-centric, iterative development approaches is key to driving adoption and satisfaction with new digital services.

Finally, optimizing how Italy governs digitization is essential for maximizing success. The existence of competing priorities across fragmented regional policies and duplicated projects results in resource wastage and inconsistency. Clearer central coordination, accountability, and enterprise architectures are needed to align solutions with common citizen and business needs. However, local input is essential to adapt platforms to regional contexts. Involving external stakeholders beyond government officials also enhances transparency and digital service quality.

Addressing these complex, interdependent challenges holistically will position Italy to complete the digitization transformation of its public administration. Achieving this ambitious goal will require commitment, collaboration, and contributions from government at all levels, as well as active engagement from citizens, businesses, academia, and social organizations. With concerted effort, a strategic roadmap, and resources such as Next Generation EU funding [37], Italy can realize its vision of a digital, open, and innovative public sector capable of delivering excellent and equitable services nationwide in the twenty-first century.

5. The impact of digitization on public administration performance in 2023

The thoughtful adoption and integration of digital technologies have the potential to profoundly transform public administration performance in Italy [38] and other advanced economies. Evidence from leading countries suggests that strategic digitization of key administrative processes and services can yield a wide range of economic, social, operational, and democratic benefits.

5.1 Economic benefits

Increased productivity and efficiency: Digital technologies can automate repetitive tasks, streamline workflows, and improve decision-making, leading to significant productivity gains and cost savings. For example, the Italian Ministry of the Interior achieved 20–30% productivity gains after digitizing civil registry processes.

Enhanced revenue collection: Digitization can help governments improve tax collection and reduce fraud. For example, Italy’s tax authorities report that digitization efforts have already helped reduce tax evasion by billions of euros.

Reduced costs of service delivery: Digitization can help governments reduce the costs of delivering services to citizens and businesses. For example, Italy’s national SPID digital ID system has reduced the need for citizens to submit paper documents, saving millions of euros in printing and postage costs.

5.2 Social benefits

Improved access to services: Digitization can make public services more accessible to citizens, especially those in rural or underserved areas. For example, Italy’s online booking system for healthcare appointments has made it easier for citizens to access healthcare services without having to travel to a physical facility.

Increased transparency and accountability: Digitization can help to make government more transparent and accountable to citizens. For example, Italy’s open data portal provides citizens with access to a wide range of government data, enabling them to scrutinize government spending and performance.

Greater civic participation: Digitization can facilitate greater civic participation in government decision-making. For example, Italy’s online consultation platform allows citizens to provide feedback on proposed legislation and policies.

5.3 Operational benefits

Improved data management: Digitization can help governments to better manage and analyze data, leading to more informed decision-making. For example, the Italian government is using data analytics to identify areas, where social spending can be most effectively targeted.

Reduced risk of errors: Digitization can help to reduce the risk of human errors in government operations. For example, Italy’s digitized civil registry system has reduced the number of errors in birth and death certificates.

Improved collaboration: Digitization can help to improve collaboration between government agencies and departments. For example, Italy’s shared platform for data sharing has made it easier for government agencies to access and share data with each other.

5.4 Democratic benefits

Increased transparency and accountability: As mentioned above, digitization can help to make government more transparent and accountable to citizens. This is essential for ensuring good governance and building public trust.

Greater civic participation: Digitization can also facilitate greater civic participation in government decision-making. This helps to ensure that government policies are more responsive to the needs of the public.

Improved digital democracy: Digitization can also lead to new forms of digital democracy, such as online voting and e-petitions. This can make government more accessible and inclusive.

5.5 Challenges and opportunities

While digitization offers many potential benefits for public administration, there are also some challenges that need to be addressed [39]. One challenge is the need to invest in digital infrastructure and skills. Another challenge is the need to ensure that digitization does not lead to social exclusion or increased inequality.

Despite these challenges, the opportunities offered by digitization are significant. By thoughtfully and strategically digitizing key administrative processes and services, governments can improve their performance, deliver better services to citizens, and strengthen democracy.

Emerging trends in 2023 and beyond.

In addition to the trends mentioned above, there are a number of emerging trends in the field of public administration digitization in 2023 and beyond. These include:

• The use of artificial intelligence (AI) and machine learning to automate tasks, improve decision-making, and personalize services.

• The rise of blockchain technology to improve data security and transparency.

• The increasing use of digital tools to engage citizens in policymaking and service delivery.

• The development of new digital platforms and services that integrate across government agencies and levels of government.

• These trends have the potential to further accelerate the transformation of public administration and deliver even greater benefits for citizens and businesses.

The digitization of public administration is a complex and ongoing process. However, the potential benefits are significant. By thoughtfully and strategically digitizing key administrative processes and services, governments can improve their performance, deliver better services to citizens, and strengthen democracy.

6. Key sectors where digitization can enhance public sector performance in 2023 and beyond

Digitization has the potential to enhance public sector performance across all sectors. However, some key sectors offer particularly rich opportunities for technology to transform new models and deliver significant benefits for citizens and businesses.

6.1 Healthcare

Digital health records, telemedicine, mHealth apps, remote diagnostics, and virtual care delivery [40] can improve access, quality, coordination, and preventative healthcare.

Emerging technologies, such as artificial intelligence (AI) and machine learning (ML), can be used to develop personalized treatment plans, predict patient outcomes, and improve clinical decision-making.

For example, Italy’s Bambino Gesù Children’s Hospital is using AI to develop a personalized cancer treatment plan for each child, based on their individual tumor characteristics.

6.2 Education

E-learning platforms, digital content, VR experiences, and data analytics on learning outcomes can personalize instruction and make education more engaging, effective, and equitable.

For example, Italy’s Scuola Futura program provides students with access to personalized digital learning experiences and real-time feedback from teachers.

6.3 Social services

Digital case management, mobile workers, beneficiary tracking, and data analysis can help customize protections and measure impact for vulnerable groups [41].

For example, Italy’s Ministry of Labor and Social Affairs is using a digital platform to track the progress of beneficiaries of social welfare programs and provide them with personalized support.

6.4 Transportation

Intelligent mobility systems, real-time monitoring, congestion management, and multimodal transit apps can optimize infrastructure utilization, sustainability, and commuter experience.

For example, Italy’s city of Milan is using a smart traffic management system to reduce congestion and improve air quality.

6.5 Public safety

Next generation 911 services, computer-aided dispatch, real-time crime mapping, video analytics, and mobile technologies can enhance emergency response and community risk reduction.

For example, Italy’s National Fire Brigade is using drones to assess damage and rescue victims in disaster zones.

6.6 Procurement and resource management

e-Procurement, supply chain integration, satellite monitoring, and AI analysis enable data-driven optimization of asset utilization, energy consumption, and cost efficiency.

For example, Italy’s central government is using an e-procurement platform to reduce costs and improve transparency in public procurement.

6.7 Land use planning

Digital zoning maps, building information modeling, geospatial analysis, and modeling inform strategic decisions about sustainable land use, development approvals, and resilience.

For example, Italy’s Ministry of Environment is using geospatial analysis to identify areas at risk of flooding and landslides.

6.8 Tax and Revenue Systems

e-Tax filing [42], enhanced reporting, and advanced analytics improve collection efficiency while reducing fraud risk and compliance costs for citizens.

For example, Italy’s Revenue Agency is using an e-tax filing system to make it easier for citizens to file their taxes and reduce paperwork.

6.9 Justice

e-Courts, online dispute resolution methods, and integrated case management systems expand access while improving efficiency, transparency, and outcomes across criminal and civil proceedings.

For example, Italy’s Ministry of Justice is implementing an e-court system to allow citizens to file court documents online and track the progress of their cases.

7. Conclusion

The digitization of the public sector is a complex and transformative process. If done thoughtfully and strategically, it has the potential to yield significant benefits for citizens and businesses, including:

Improved efficiency and effectiveness: Digital technologies can automate repetitive tasks, streamline workflows, and improve decision-making, leading to significant productivity gains and cost savings.

Enhanced transparency and accountability: Digitization can make government more transparent and accountable to citizens by providing them with access to information about government spending, performance, and decision-making.

Greater citizen participation and engagement: Digital technologies can facilitate greater civic participation in government decision-making and service delivery. For example, citizens can use online platforms to submit feedback on proposed legislation, track the progress of their service requests, and vote in elections.

More equitable and inclusive services: Digital technologies can help governments to deliver services in a more equitable and inclusive way. For example, digital tools can be used to provide services in multiple languages and to make them more accessible to people with disabilities.

Increased innovation: Digitization can foster innovation in the public sector by creating new opportunities for collaboration between government agencies, businesses, and civil society.

To fully realize the potential of digitization, governments need to adopt a comprehensive and integrated approach that includes:

• Investing in digital infrastructure and skills: Governments need to invest in digital infrastructure, such as broadband networks and data centers, as well as in digital skills training for public sector employees.

• Developing new digital solutions: Governments need to develop new digital solutions to meet the changing needs of citizens and businesses. This can be done through in-house development, partnerships with the private sector, or open-source initiatives.

• Adopting innovative approaches to governance: Governments need to adopt innovative approaches to governance to support digitization. For example, they need to create cultures of innovation and experimentation, and they need to develop new ways to measure and manage public sector performance in the digital age.

• The digitization of the public sector is a long-term journey. However, by taking a strategic and comprehensive approach, governments can begin to reap the many benefits that digitization has to offer.

In addition to the above, here are some specific examples of how digitization is transforming public administration in Italy:

• The Italian government is using AI to develop a personalized tax filing system that will make it easier for citizens to file their taxes and reduce paperwork.

• The Italian Ministry of Justice is implementing an e-court system to allow citizens to file court documents online and track the progress of their cases.

• The city of Milan is using a smart traffic management system to reduce congestion and improve air quality.

• The Italian National Health Service (SSN) is using digital health records to improve the coordination of care and reduce the risk of medical errors.

• The Italian Ministry of Education is using e-learning platforms to provide students with access to personalized learning experiences and real-time feedback from teachers.

These are just a few examples of the many ways in which digitization is transforming public administration in Italy. By continuing to invest in digitization and adopt new digital technologies, the Italian government can create a more efficient, effective, and responsive public sector that is better able to serve the needs of its citizens and businesses.

Conflict of interest

The author declares no conflict of interest.