The City of Venice has launched the DiMe platform (www.DiMe.comune.venezia.it) to make it easier for citizens to access public services. The site already offers 62 different types of administrative services and new additions follow every month. At the end of 2020, up to 100 administrative procedures, benefit applications and the like, can be done online. The use of digital public services has already increased considerably as the platform continues to grow. The project has earned the city a national award for innovation in public administration in Italy.
- 21 April 2020
The city of Venice is constantly investing in digitising public services. As the digital platform continues to grow, we save both time and resources. There has been a big increase in the use of digital services and we constantly alter the application to meet citizens’ needs!
The DiMe platform is an attempt to offer all public services online, be it for citizens, local businesses or tourists. All services are available through the same web platform, although provided by different agencies. Whether it is a question for the public transport company, or a problem that concerns waterways or waste handling; all matters are dealt with through the same online portal. As a result, staff at public agencies have significantly improved their digital skills.
Single access point to digital services
Another novelty is the improved service provision. Through monitoring and tracking of the portal’s users, the city’s decision-makers can alter the services according to demand and the needs foreseen. This will also serve as a model in developing the national-level public services app, io.italia.it.
Unique for the DiMe service is that users can self-manage most procedures. If a user has difficulties with the platform, there is a helpline they can call. The digital services are secured with a standard authentication system for identification. Even though services are automated, the system still allows for personalised action tailored to users’ needs.
Better use of time and resources
As a result of the new platform, the city’s public administration has become more efficient. Since all the information is provided online, it saves the city time and money. In fact, the Venice model, co-sponsored by EU regional funds, has become so popular that it will be replicated in other Italian cities, notably Milan and Rome.
Even though the project did not result in new jobs, it led to training for the city’s employees to use and develop new digital services. The digitisation of services is expected to result in integration of all public services on offer in Venice’s wider metropolitan area.
Total investment and EU funding
Total investment for the project is EUR 3 250 000, with the EU’s European Regional Development Fund contributing EUR 1 625 000 through Italy’s “National Operational Programme on Metropolitan Cities” for the 2014-2020 programming period. The investment falls under the priority “Metropolitan Digital Agenda”.