Abstract:
Digital trends nowadays contribute to the evolution of communication between citizens and Public Administration, bringing greater engagement to the former and process optimisation to the latter.
In this scenario, the Public Administration is considered the main provider of services for users and communities, having obligations of accessibility and transparency. A “friendly" and easily accessible PA eliminates barriers, facilitates the execution of operations and actively collaborates with the citizens. This is part of a digital transformation that sees the evolution of the customer experience as its highest form of expression, bringing immediately perceptible benefits to each of us and making PA transparent and accessible to all.
In this context, the affirmation of digital platforms with a multi-channel footprint such as the Venetian “DIME”, represents one of its most significant transformations. The customer experience can in fact be reinterpreted thanks to evolved methods of managing contacts with citizens and businesses in a Citizen Relationship Management (CzRM) perspective, already adopted by many public organisations, to increase quality and quantity of the services provided.
With a total budget of 892 million euros, of which 588 million from the EU Regional Development Fund and European Social Fund, the Metropolitan City Operational Programme 2014-2020 (Pon Metro) plays a major role in the implementation of the City of Venice’s Digital Metropolitan Agenda towards an effective and smart governance which shortens the distance between the institutions and the citizens.
