The work of immigration officials in Milan and homecare workers in four Finnish municipalities has become more efficient since the start of this year when the IST project KIWI began testing a knowledge management system aimed at turning civil servants into collaborative knowledge workers. The Web-based and mobile-accessible KIWI platform enables the acquisition, integration, analysis and sharing of distributed information in multimedia formats, overcoming many of the problems caused by the complex communication and workflow processes that exist within and between government departments.